Customer Experience Associate

Wella

12d•Hybrid

About The Position

We are actively looking for a Customer Experience Associate, who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our consumer from the initial order placement through receiving their products. This role combines tactical order management with strategic customer success leadership. It ensures seamless end-to-end service delivery while driving continuous improvement across customer operations, logistics, and compliance. You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.

Requirements

Bachelor’s degree in related field preferred.
Microsoft Dynamics experience preferred, Excel (formulas, functions), general computer experience required
Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers
Collaboration Skills: Ability to work collaboratively across different styles. Develop strong partnerships. Must be able to work well with people not physically collocated
Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).

Responsibilities

Champion the customer experience by ensuring responsiveness, transparency, and reliability in all interactions.
Recommend process enhancements that improve customer satisfaction and reduce friction.
Ensure data integrity across all customer and order records.
Issue reports on service performance, order metrics, and delivery KPIs.
Create and maintain accurate initial order entries, ensuring high product and service quality.
Respond to customer inquiries regarding products, pricing, and order status in a timely and professional manner across email, live chat, text, and phone conversations.
Handle emergency orders and implement alternative procedures for urgent customer needs.
Support on-time delivery and manage returns, refusals, and logistics exceptions.
Proactively inform customers and sales teams of shortages, damages, and transportation updates.
Identify and implement improvements in order management and logistical processes.
Collaborate with cross-functional teams to define and document SOPs, job aids, and training materials.
Support strategic initiatives such as promotional cycle management and pipeline order planning.
Assist in defining month-end and year-end targets in partnership with finance and supply chain teams.