Job Description

Job Description

Job Title: Customer Service Manager (E-Commerce)

Location: Portsmouth, NH (in-office position)

Reports To: President

Employment Type: Full-Time

Company Overview: Rust & Salt, LLC is the exclusive U.S. distributor for premium European footwear and outdoor apparel brands, including Duckfeet, Craghoppers and more. As we expand our portfolio and grow our direct-to-consumer business, we’re looking for a detail-oriented and proactive Head of Customer Service to lead our small but growing customer support team across all brands.

Position Summary: The Customer Service Manager will participate in, as well as oversee all aspects of customer communications and service operations across multiple brands and platforms. includes managing internal customer service staff and contracted partners, maintaining support systems and tools, coordinating with the shipping team, and ensuring exceptional service across channels.

Key Responsibilities:

Customer Correspondence & Service Oversight:

• Oversee daily customer communication across all current & future brands (Craghoppers, Duckfeet, etc):
• Provide a consistent, high-quality customer experience through email and other customer communications
• Handle escalated customer service issues and complex inquiries

Team Management:

• Manage customer service staff, including full-time, part-time, and seasonal team members
• Train and onboard new hires

Platform & Systems Management:

• Manage AI-driven tools and automation partners (e.g., Gorgias)
• Maintain and optimize systems and apps related to customer service, including: Smile.io (loyalty program), ShipStation (shipping & logistics), Finale (inventory management), Shopify (order processing & customer data)

Shipping & Order Fulfillment Coordination:

• Monitor and respond to any Out-of-Stock (OOS) tagged orders in ShipStation, twice daily
• Contact customers to cancel, update, or offer alternative products
• Work with warehouse staff in the event of inventory inaccuracies
• Collaborate with shipping team to maintain visibility and accuracy of the “incoming board”

Fraud & Payment Disputes:

• Monitor Shopify for fraudulent orders and take appropriate action
• Manage and respond to chargebacks and disputes

In-Person Customer Engagement & POS Management:

• Oversee customer support for walk-in customers as required

Qualifications:

• 3+ years of experience in customer service or support management, preferably in DTC E-Commerce
• Bachelor's degree required
• Experience with Shopify, Gorgias, ShipStation, or similar platforms a plus
• Strong communication, leadership, and conflict resolution skills
• Tech-savvy and process-oriented; able to manage multiple systems and integrations
• Comfortable managing both remote and in-person customer interactions
• Proactive, organized, and customer-focused

Compensation: commensurate with experience

Benefits: Health, paid time off, employee discounts, 401k

Brand websites: duckfeetusa.com; craghoppersusa.com

Join our team as the Customer Service Manager where you can leverage your skills in a fast-paced environment while contributing to the growth of our online business!

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