Customer Service Representative

Job Description

Overview:

We are seeking an experienced and highly motivated Business Skincare Customer Service Representative with at least 2 years of experience to join our customer service team. The ideal candidate will have a passion for skincare and a proven track record of delivering exceptional service to B2B clients, including retailers, spas, salons, and distributors. You will play a key role in ensuring customer satisfaction, resolving issues, and maintaining strong business relationships.
Key Responsibilities:

Customer Support & Inquiry Resolution: Provide excellent customer service to business clients, addressing inquiries related to product details, order status, shipping, and any other concerns related to skincare products.

Product Knowledge: Maintain an in-depth understanding of the company’s skincare products, ingredients, and usage, ensuring clients receive accurate and relevant information to meet their needs.

Order Management: Process and manage orders, ensuring they are accurately entered, tracked, and fulfilled in a timely manner. Monitor inventory levels and coordinate with the warehouse team to manage stock levels and delivery schedules.

Issue Resolution: Handle customer complaints, returns, and product issues professionally and efficiently. Work to resolve any discrepancies or challenges, ensuring customer satisfaction and maintaining positive business relationships.

Client Communication: Maintain regular communication with business clients to keep them informed of product availability, delivery timelines, and any changes or promotions that may affect their orders.

Feedback Collection: Collect customer feedback and pass it on to the product development and marketing teams to help improve products and services.

Sales Support: Assist the sales team with administrative tasks, such as providing product information, assisting with new client onboarding, and supporting sales efforts by providing excellent service to existing clients.

Documentation & Reporting: Accurately document customer interactions, including inquiries, complaints, and resolutions in CRM systems. Provide reports on common customer issues, feedback, and trends to management.

Collaboration with Other Teams: Work closely with other departments, such as sales, logistics, and product teams, to ensure smooth operations and optimal customer experience.

Skills & Qualifications:

Customer Service Expertise: Strong experience in customer service, preferably in a B2B environment, with a focus on skincare, beauty, or wellness products.

Product Knowledge: In-depth knowledge of skincare products, including active ingredients, benefits, and common concerns. Ability to provide informed recommendations to clients.

Communication Skills: Excellent verbal and written communication skills to interact with clients, address inquiries, and provide clear instructions or information.

Problem-Solving: Ability to handle challenging situations, resolve customer complaints, and find effective solutions quickly while maintaining a positive customer experience.

CRM & Order Management Systems: Proficiency in using CRM systems (e.g., Salesforce, HubSpot) and order management systems to track customer interactions, orders, and inventory.

Multitasking & Time Management: Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Attention to Detail: Strong organizational skills with an ability to handle administrative tasks accurately and efficiently.

Sales Support Experience: Experience in supporting sales teams, managing customer accounts, and contributing to business growth through excellent customer service.

Experience:

Minimum of 2 years of experience in customer service, with a preference for experience in the skincare, beauty, or wellness industry.

Proven track record of managing B2B relationships, handling client inquiries, and resolving issues in a professional and efficient manner.

Familiarity with order processing, inventory management, and product logistics.