Sales Support & Assistant Manager

Sales Support & Service Assistant Manager Location: Baby Trend, Inc. Corporate Headquarters Department: Customer Service / E-Commerce Reports To: Vice President of Customer Service Salary: $27-$30 Hr.About Baby Trend, Inc. Baby Trend is a leading juvenile products company dedicated to delivering innovative, safe, and high-quality products for families. We are seeking a motivated, customer-focused, and results-driven professional to join our corporate headquarters team. Position Summary The Sales Support & Service Assistant Manager plays a key leadership role in supporting Baby Trend’s fast-growing e-commerce and customer service operations. This position will oversee online marketplace support activities, assist with managing customer service workflows, and help ensure exceptional service standards across all digital sales channels. The ideal candidate will have hands-on experience supporting major e-commerce platforms such as Amazon, Target, Walmart, and other online retailers, along with experience responding to product reviews and customer feedback through Bazaarvoice and similar systems. Key Responsibilities E-Commerce Sales Support Manage daily inquiries and support requests from e-commerce platforms including Amazon, Target, Walmart, and additional online partners.  Coordinate order issues, shipping updates, returns, product information requests, and marketplace escalations.  Monitor marketplace performance metrics and service-level compliance.  Work cross-functionally with warehouse, logistics, accounting, sales, and marketing teams to ensure smooth operations.  Maintain accurate records in ERP and internal systems (NetSuite preferred).  Customer Service Leadership Support and guide Customer Service Representatives to ensure high-quality service standards.  Assist with staffing schedules, workload balancing, and daily department operations.  Handle escalated customer inquiries, complaints, and sensitive service matters professionally.  Track KPIs such as response time, resolution time, customer satisfaction, and review scores.  Recommend and implement service process improvements.  Review & Reputation Management Respond professionally and promptly to customer product reviews on Bazaarvoice and other review channels.  Identify recurring product or service issues and communicate trends to management.  Partner with Marketing and Product teams to improve customer sentiment and online brand reputation.  Administrative & Leadership Support Assist the VP of Customer Service with departmental reporting, special projects, and strategic initiatives.  Help train new employees and develop team best practices.  Support policy enforcement and continuous improvement initiatives.  Qualifications Bachelor’s degree in business administration, Marketing, Communications, or related field preferred.  3+ years of experience in customer service, e-commerce support, sales support, or marketplace account management.  Prior supervisory or team lead experience preferred.  Strong working knowledge of Amazon Seller/Vendor systems, Walmart systems, Target portals, and similar retailer platforms preferred.  Experience with Bazaarvoice or online review management tools is highly preferred.  Experience with ERP systems such as NetSuite preferred.  Excellent written and verbal communication skills.  Strong problem-solving skills with attention to detail.  Ability to multitask in a fast-paced environment.  Advanced Microsoft Office skills (Excel, Outlook, Word).  Typing speed of 70+ WPM preferred.