Assistant Manager, Customer Happiness

Job Description Summary:
At KISS Products Inc., we believe everyone has the right to a well-beautified life. Every day, our customers embark upon their personal beauty journey with our artificial nails, lashes, cosmetics, and electronic hair appliances. To that purpose, we are committed to providing our customers with an accessible shopping experience and exceptional happiness. The Customer Happiness specialist role is critical in ensuring we meet that goal. This person serves customers by answering questions, forwarding messages, confirming orders, scheduling deliveries and keeping customers informed of their order status. This person will report to the Manager of Customer Service at KISS Products.
Job Description:

• Oversee customer service portals (phone, email, assist with social media team inquiries)
• Manage all customer related inquires and e-commerce related inquiries for KISS, imPRESS, Falscara, Colors & Care, and JOAH brands, including hair tools and accessories
• Provide reporting to marketing and product unit teams monthly basis, and as a needed basis upon request.
• Work as a liaison between e-commerce, and warehouse teams to fully assist consumers regarding concerns about their orders.
• Ensure customer orders are met on time.
• Interact with customers to know their requirements and needs.
• Ensure dispatching and shipping of products are met with customer deadlines.

Additional Job Description:

• Coordinate and collaborate with cross-functional teams to ensure quality services to customers.
• Assist customers in locating the required merchandise.
• Implement company policies and procedures in providing good customer service.
• Make changes to or cancel orders/backorders.
• Initiate orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Interact with customers to know their requirements and needs.

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