The Good and the Beautiful is looking for a motivated individual to manage the Customer Support Warehouse Representatives (CSWRs) at our warehouse in Lehi, Utah and is responsible for coordinating with the Customer Support, Fulfillment, and Inventory teams as needed. This position facilitates resolving customer concerns and questions by checking emails daily and responding to issues as directed by the customer support team. This position will be responsible for ensuring accuracy and timeliness of the CSWR team performance.

**********This is an on-site position at our warehouse in Lehi, Utah.***********

Primary job objectives

1. Ensure customers are receiving timely, friendly, and effective resolutions
2. Provide support to Customer Support team
3. Support Fulfillment as needed to deliver orders on time and accurately

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage CSWR activities, personnel, and schedules
• Coordinate with shift managers regarding current work tasks and ongoing issues 
• Check emails daily, and respond as directed by the Director of Customer Support
• Process returns received by the warehouse
• Assist with processing special orders including influencer orders, mistake list orders, and other fulfillment tasks
• Reports to Director of Customer Support on workload and assigned tasks
• Identify and implement ways to improve current work processes
• Assist with any Warehouse Employee duties when required
• Oversees, trains, and leads above functions performed by the CSWR team
• Perform quarterly employee performance evaluations with the Director of Customer Support
• Assist with interviews and hiring for CSWRs
• Manage warehouse employee behavior, including employee discipline

Competencies

• Communication Proficiency
• Organizational Skills
• Thoroughness
• Time Management
• Detail Oriented

Supervisory Responsibility

This position supervises the Customer Service Warehouse Representatives.

• Assists with hiring, and trains new staff on the team.
• Oversees the daily workflow of the team.
• Provides constructive and timely performance evaluations.
• Handles discipline and termination of employees in accordance with company policy.

Work Environment

This position works in a warehouse setting, with some outdoor exposure during the workday. This role routinely uses office equipment such as computers, phones, printers, and warehouse equipment such as hand trucks, box cutters, and tape dispensers.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; and talk or hear; lift up to 30lbs. The employee frequently is required to stand, sit and walk. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. This is mostly a sedentary position in the fulfillment warehouse. 

Position Type and Expected Hours of Work

This full-time position. The expected working times are Monday through Friday, 8:00 a.m. to 5:30 p.m. Expected hours: 37-40 per week.

Required Education and Experience

• Excellent work record while with The Good and the Beautiful
• 18 years of age or older
• Management and Customer Support experience preferred

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.