Job Description
Grace Management Group is a group of privately held gift and fragrance companies based in Spartanburg, South Carolina who have been leaders in the fragrance industry for over 50 years. Our brands include The Willowbrook Company, Bridgewater Candle Company, VOTIVO, Greenleaf, and Aroma Creations . Since 1975, we have refined our expertise in fragrance, color, product formulation, and packaging trends to transform into one of the largest home fragrance manufacturers in the United States. Still family-owned and operated, the Grace Management brands have blossomed into international players, with our products currently being sold in over 60 countries. We recently acquired a company called Audrey's , a leader in the home decor and home accessories industry. We are thrilled to now add Audrey's to our family of brands. We hire fun, friendly people and are currently looking to fill a Customer Experience Operations Specialist position. Job Overview Grace Management Group is seeking a highly organized, proactive, and solutions-oriented Customer Experience Operations Specialist to support our growing sales and customer experience organization. This role serves as a key operational partner to the Customer Service Manager by helping oversee customer support workflows, coordinating cross-functional initiatives, resolving escalated customer issues, and driving operational efficiency across multiple brands and sales channels. This position plays an important role in ensuring exceptional customer experiences while supporting internal sales operations, account coordination, systems management, and process improvement initiatives. The ideal candidate is highly analytical, detail-oriented, and capable of exercising sound judgment in a fast-paced environment.
Key Responsibilities:
Customer Experience & Operational Support Serve as a primary support partner to the Customer Service Manager in daily customer service operations Assist in coordinating departmental workflows and priorities to ensure timely and effective customer support Handle escalated customer concerns, researching issues and determining appropriate resolutions Monitor customer service trends and identify opportunities to improve response times, communication quality, and overall customer satisfaction Support the development and implementation of customer service policies, procedures, and best practices Assist with training and onboarding of customer support team members and help reinforce departmental standards Sales Support & Account Coordination Support sales representatives with order management, account maintenance, and customer communication Coordinate customer requests and serve as a liaison between sales, operations, logistics, and customer service teams Assist with pricing updates, promotional programs, product availability communication, and account support initiatives Help manage customer expectations and proactively resolve service-related challenges Support retail partner and B2B account relationships through responsive communication and operational follow-through Systems, Reporting & Process Improvement Assist in managing and optimizing workflows within ERP, CRM, Faire, Shopify, B2B, and related business systems Analyze operational processes and recommend improvements to enhance efficiency and customer experience Maintain and review operational reports, customer metrics, and service-related data to identify trends and support business decisions Collaborate with leadership on special projects, workflow enhancements, and customer experience initiatives Support implementation and coordination of new processes, procedures, and system enhancements Cross-Functional Collaboration Partner closely with operations, logistics, marketing, and sales teams to support business objectives and customer satisfaction Coordinate communication and follow-up related to product launches, inventory updates, promotions, and customer programs Assist with trade show preparation, sales meetings, and customer-facing initiatives Support departmental projects and operational initiatives that contribute to company growth and continuous improvement Qualifications 3+ years of customer service, sales support, account coordination, or operations experience preferred Strong organizational skills with the ability to manage multiple priorities and deadlines Excellent communication, interpersonal, and problem-solving skills Demonstrated ability to exercise independent judgment and make sound decisions in a fast-paced environment Strong analytical and process improvement mindset Proficiency in Microsoft Office, particularly Excel Experience with ERP, CRM, Shopify, or B2B platforms preferred Ability to work collaboratively across departments while maintaining strong attention to detail Positive, professional attitude with a willingness to learn and grow Preferred Attributes Strong sense of ownership and accountability Ability to identify operational inefficiencies and recommend solutions Comfortable handling sensitive customer situations and escalations Self-motivated with the ability to work independently and prioritize effectively Capable of balancing customer experience with operational objectives Check out www.gracemg.com to learn more about our brands. This is a great opportunity for the right individual! Submit your resume today! Pay:
From $40,000.00 per year Benefits:
401(k) 401(k) matching Dental insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Work Location:
In person
