Customer Service Representative

We are seeking a highly motivated and detail-oriented Customer Service Representative to support our client’s growing DTC business. 2+ years of experience in customer service or similar required. Must be able to work onsite 5 days / week in Monroe, MI.

This role focuses on managing and responding to customer questions and reviews via platforms like Bazaarvoice and major retail portals (e.g., Amazon, Walmart, Target, etc.). You will act as the frontline of our Voice of Customer program, analyzing feedback, escalating concerns, and supporting continuous improvement.

Key Responsibilities :

• Customer Engagement & Review Management
• Monitor and respond to customer questions, reviews, and ratings across retail partner platforms in a timely and professional manner.
• Escalate product issues, safety concerns, or reputational risks as appropriate.
• Voice of Customer (VoC) Insights
• Aggregate, analyze, and report on customer feedback to identify trends, pain points, and opportunities for product or service improvements.
• Collaborate with cross-functional teams (Product, Marketing, Quality, etc.) to close the feedback loop.
• Retail Portal Management
• Assist in resolving customer questions and issues submitted through retail portals.
• Track and report on review response metrics and customer satisfaction KPIs.
• Customer Support
• Respond to inquiries via phone, email, chat, or ticketing systems with a focus on empathy and efficiency.
• Support returns, refunds, and product troubleshooting, ensuring a positive experience.
• Maintain thorough knowledge of company products and policies.

Preferred :