Job Description

We are looking for a Customer Care Representative, who will be responsible for assisting Manduka’s B2C customers via phone and email and resolving product and order inquiries for our busy holiday season.  

An ideal candidate will demonstrate a love for delivering world class customer experiences, an ability to proactively identify customer needs, and an inclination toward cross-functional collaboration. You will partner with the Manduka Sales, Marketing and Product teams to provide timely customer feedback, while upholding the highest customer service standards.

About Manduka:

For more than 20 years, Manduka has built a reputation as the world's most respected yoga brand. Known for its legendary PRO Mat, Manduka creates high performance yoga mats, yoga towels, bags, props, and women's and men’s fitness apparel.  

Designed by yogis and trusted by teachers worldwide, carefully selected and sustainable materials are paired with thoughtful design to create innovative products that allow a community of 4,000+ yoga studios, 700+ yoga ambassadors and over 2 million customers across the globe to deepen their practice. 

RESPONSIBILITIES

• Connect with customers and provide best-in-class service
• Demonstrate professionalism in verbal and written correspondence
• Attend to inbound email and phone inquiries
• Resolve customer issues in a thoughtful and time-sensitive manner
• Influence, educate and upsell customers on the benefits of Manduka products
• Accurately enter orders and process payment for B2C customers
• Communicate with Manduka’s warehouse about orders and inventory status
• Systematically document customer interactions and case resolution
• Support prioritization of the customer case queue
• Partner with Sales, Product and Marketing to incorporate customer feedback

REQUIREMENTS

• Experience working in a high-touch Customer Success, Customer Support or Customer Operations role
• Demonstrated ability to proactively identify customer needs and anticipate and mitigate potential issues
• Successful cross-functional collaboration with Sales and Support functions for case resolution and product troubleshooting
• Strong client-facing presence and focus on customer service and satisfaction
• Strong communication & influence skills
• Team player; proven ability to partner with Sales, Product and Marketing to drive consistent messaging and ensure product <> customer feedback loop
• Experience in, or affinity for, yoga and/or health and wellness industry a plus
• Tech savvy. Proficient in MS Word, Excel, Access, Outlook and PowerPoint. Experience using CRM and ERP tools such as Salesforce, Zen Desk and NetSuite a plus

Local candidates only.