Job Description
Job DescriptionSalary:
About Us
Wedderspoon introduced the U.S. market to Manuka Honey two decades ago and continues today as the #1 Manuka honey brand in America, and were just getting started. Most Americans are still discovering the rich flavor, silky texture, and enormous wellness benefits that make manuka the most premium honey on earth. Our deep beekeeper and supply chain relationships lend us a distinct advantage in the market, including exclusive access to Organic-certified Manuka. We use it to make honey, honey drops, honey pops, lozenges, throat sprays, and more.
Wedderspoon was recently acquired in July 2024 by Florenz, a privately-owned collection of New Zealand-based health & wellness businesses that use scientific rigor to extract the restorative power locked within nature. Florenz is dedicated to purposeful innovation that empowers people to live healthier lives while bringing the best elements of New Zealand to the rest of the world. There are new and emerging opportunities to partner with and support the other Florenz sister brands in our portfolio as we pursue our mission together in the same markets across multiple categories.
This new phase of ownership under Florenz brings a concentrated focus to position the Wedderspoon brand for growth, primarily on digital channels and in retail stores, where we hold tremendous shelf space in over 70,000 points of distribution. Our brand and sub-category are growing fast and are on the cusp of discovery as the next great superfoodone that tastes sweet and amazing. Now is a special time to join the team and take the reins to drive significant growth with an innovative and ambitious mindset.
Why Join Us?
- Be part of aNew Zealand-owned global brand with histories built on innovation, authenticity, and care.
- Work in a culture that values creativity, agility, and continuous learning.
- Competitive salary and benefits and flexible working conditions (remote).
About the Role
The Customer and Consumer Relations Manager will lead and develop a customer service team of two (with plans to scale as the business grows) while remaining hands-on with order management and customer interactions. The role requires transforming current workflows, processes, and systems to support business growth and operational efficiency.
Key Accountabilities:
- Lead and develop a customer service team across Customer Service, Consumer Relations, and Export.
- Build and maintain a results-focused culture while leading remotely.
- Ensure timely, accurate, and efficient processing of orders from all channels, including distribution, wholesale, direct-to-consumer, export, broker, and internal customers.
- Recommend and implement workflows, systems, and cross-functional integrations for efficient processing and reporting.
- Establish processes for accurate handling of customer promotions, discounts, deductions, and chargebacks.
- Lead optimization of consumer feedback processing and establish actionable reporting to cross-functional teams.
- Establish an SQF-compliant complaint reporting process.
- Create clear, consistent, and adaptable processes for consumer feedback response, tracking, and reporting.
About You
Our ideal candidate will balance strategic thinking with operational excellence and demonstrate a customer-first mindset when engaging with direct customers (distributors, wholesalers, brokers) and end consumers. You will bring:
- 5+ years of customer service experience with at least 2 years in a management or team leadership role.
- Located in central or eastern timezone
- Proven experience managing both B2B order support and direct consumer support.
- Cross-functional leadership and transformation experience.
- Experience leading a remote team while maintaining a strong organizational culture.
- Experience operating as a contributing manager on a customer service team.
- Initiative, adaptability, and creative problem-solving skills.
- Experience leading customer service and consumer relations workflows, systems, and processes required.
- Knowledge of ERP systems (e.g. SAP, NetSuite, etc) and helpdesk systems (e.g. Gorgias, Zendesk, etc), strongly preferred.
How to Apply
If you feel that this is the next step for you and you are located in a central or eastern time zone, pleaseapply with a brief cover letter and your up-to-date resume detailing your recent experience within a similar position.
Please ensure that you meet the criteria above, especially regarding having legal rights to work in the US.
Applications will be reviewed as they come in, don't delay put your application in today.