Customer Service & Retail Supervisor

About Us

Nexus Brands Group is the market leader in tattoo, pet grooming and beauty industries. We strive to support our professional customers who are fully committed to the lifestyle and sharing their craft to customers and enthusiasts across the globe. Nexus Brands Group represents a family of authentic brands and businesses that offer industry leading products, innovation, and service to help professionals share and perform their passion to the highest level possible.

Position Overview

We are currently searching for an experienced Customer Service & Retail Supervisor for our Customer Service Department at our Chandler, AZ site. The ideal candidate is a capable self-starter who is resourceful in solving problems with minimal direction and thrives in a challenging yet fun environment.

What you’ll be doing

Leadership & Team Management

• Partner with the Senior Manager, Marketplaces, to maintain workflow continuity, team coverage, and department performance.
• Lead, coach, and develop Customer Service team members, setting clear expectations and ensuring accountability, productivity, and service excellence.
• Coordinate team scheduling, workload balancing, break coverage, and staffing to maintain service levels.
• Support onboarding and training of new team members and promote a positive, customer-focused team culture.
• Drive continuous improvement of customer service, showroom, and operational processes.

Customer Service Operations

• Handle customer interactions via phone, email, and in person, including order entry, troubleshooting, and product support.
• Manage escalated customer concerns and ensure timely, professional resolution.
• Process RMAs, returns, refunds, exchanges, and drop-ship orders accurately and efficiently.
• Maintain refund tracking and support Amazon and Groomers Pro customer inquiries as needed.
• Drive customer service sales goals through coaching, outbound outreach, and opportunity identification.
• Serve as the owner of company phone operations, including coverage, queue management, responsiveness, and reporting.

Showroom & Retail Operations

• Oversee daily showroom and front counter operations to ensure a clean, organized, and professional customer experience.
• Manage showroom inventory, merchandising, promotional displays, and inventory accuracy within NetSuite.
• Partner with Purchasing and Marketing on product displays, promotions, and showroom presentation.
• Provide product recommendations and pre-sales support to customers.
• Manage kitting projects and related workflow coordination.

POS, Cash Handling & Administration

• Serve as the subject matter expert for POS systems, providing training, support, and troubleshooting.
• Perform daily register counts, cash reconciliation, and cash-handling activities.
• Partner with Accounting to investigate and resolve cash discrepancies.
• Develop and maintain SOPs, reporting, and operational controls to support efficiency and compliance.

Cross-Functional Collaboration

• Act as a liaison between Customer Service, Sales, Accounting, Operations, Purchasing, and Marketing to ensure effective communication and execution.
• Identify and implement process improvements that enhance team performance and customer experience.

• Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company’s Values.

Is this role for you?

• Proficient in Microsoft Office 365 (Word, Excel, Outlook), ERP systems, and customer service platforms.

• Strong reporting and analytical skills, with the ability to compile accurate performance reports, identify trends, and communicate actionable insights to leadership and the team.

• Strong verbal and written communication skills with the ability to professionally interact with customers and internal teams.
• Excellent organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Strong problem-solving and critical thinking skills with attention to detail.
• Demonstrated ability to work independently while supporting and guiding a team.
• Customer-focused mindset with strong interpersonal and relationship-building skills.
• Ability to adapt quickly, remain flexible, and maintain composure in a dynamic environment.
• Basic math skills.
• Reliable, punctual, and adaptable with work hours as business needs require.
• High school diploma or GED required; minimum of 3 years of related experience and/or training, or equivalent combination of education and experience.
• Ability to show up and be on time to scheduled shifts.

What’s in it for me?

We constantly strive to provide our team members with an optimal workplace. We believe that your work should be rewarding. Below are just a few of the benefits our Company offers our team members:

• Friendly and supportive culture with team member appreciation events
• Open-door policy
• Health and welfare benefits
• Pet discount program
• Supplemental insurance options including long and short-term disability and EAP
• 401k with company match
• Paid time off in addition to paid holidays
• Employee Referral Program
• Continuous training and growth opportunities

Equal Opportunity & Accessibility Statement

If you require alternative methods of application or screening, please contact us directly.

Nexus Brands Group is an equal opportunity employer. We provide equal employment opportunities to all applicants and team members without regard to race, color, religion, sex, pregnancy, national origin, ancestry, age, disability, medical condition, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.

Nexus Brands Group complies with applicable disability and reasonable accommodation laws, including the Americans with Disabilities Act (ADA). We provide reasonable accommodation to qualified applicants and team members with disabilities to enable them to participate in the application process and perform the essential functions of their position, unless doing so would impose an undue hardship.

Chandler site | Office Business Hours
8:00 am - 4:30 pm.