Customer Service Manager, Broadline/Direct

Location: remote anywhere in the USA

Reports to: Senior Manager of Customer Service 

Liquid Death is a healthy beverage company with ice-cold sustainable cans designed to murder your thirst.  Founded in January of 2019 and based in Los Angeles, California, Liquid Death is one of the nation’s fastest growing beverage brands taking a completely unnecessary approach to canned water and iced teas. Unnecessary things tend to be far more interesting, fun, hilarious, captivating, memorable, exciting, and cult-worthy. Taking the world’s healthiest beverage and making it just as unnecessarily entertaining as the unhealthy brands has put Liquid Death on the map for LinkedIn's Top Startups 2022, Contagious's Brand of the Year 2022, Ad Age Top Marketer of the Year 2022, and Medium’s cult-worthy brands among other accolades.

As Liquid Death continues to bring unnecessarily awesome beverage options to more people, Liquid Death is equally as excited to promote and help fund alternative art, music, and entertainment alongside the brand.

Role Overview:

We are seeking a Customer Service Manager, Broadline/Direct to both lead a direct report and also perform customer service responsibilities.  This role will be accountable for all of Liquid Death’s Broadline / Direct customer engagements and will support team performance outcomes.  This role will be customer-focused to provide dedicated support to Broadline / Direct customers (where there is no Distributor involved).  

In this role, you will act as the single point of contact with the customer, the Liquid Death Key Account Managers, and the internal supply chain team ensuring exceptional service and maintaining strong relationships while addressing inquiries and resolving issues efficiently.  

This role will act as an extension of our Supply Chain team and will be responsible for proactive management of orders to optimize service (KPI’s include case fill and orders on time in full). This includes troubleshooting timing of supply, management of discontinued products, new innovation, etc.. This role will be key to anticipate availability of product and pick up as well.  This role will also play a critical role in customer chargeback compliance management.     

Key Role Focus Areas/ Skills:

Leadership / People Management: Inspire, lead, and develop high-performing teams by setting clear goals, providing consistent feedback, and fostering a culture of accountability and excellence. Drive team performance to achieve and exceed organizational objectives through effective coaching, motivation, and resource allocation.

Customer Centric Approach: Serving as a direct point of contact for Direct / Broadline customer service team to understand their needs and to strengthen the relationship as well as translating their needs to the Liquid Death Key Account team and Supply Chain team.

High Quality Communication: Maintain clear, professional, and concise communication with Direct / Broadline representatives and internal stakeholders.

Proactive Problem-Solving: Proactively identify and resolve potential issues in collaboration with internal teams to ensure smooth operation.  

Customer Chargeback Compliance Management: Effectively handling, resolving, and preventing chargebacks to minimize revenue loss and maintain good relationships with customers.

Timeliness & Efficiency: Acting with urgency to meeting deadlines, ensuring order processing activities are completed to ensure there are no order delivery delays.  

Reliability and Consistency: Ensuring that there’s accuracy and detail orientation in all the workflows to ensure process execution consistency for a streamlined customer experience 

Process Improvement: Provide feedback and insights to improve workflows and enhance the overall customer experience.

Metrics Achievement: Consistently meet or exceed performance metrics, including response time, resolution rate, and customer satisfaction scores.