Customer Support Specialist (Hybrid Role - New York)
About The Position
We are looking for a qualified Customer Support Associate Manager responsible for the management of all International EDI/Wholesale/B2B orders as well as the tracking of sampling programs and allocations. The role requires close partnership with multiple teams (internal and external), acting as the main contact between Olaplex and our 3rd party warehouses, handling all communication, escalation, of any items/issues on a daily basis for all international customers. The goal is to provide our customers with clear, consistent and solution-oriented support and communication. Manually enter orders for non-EDI customers, gratis, special promotions and other internal requests Review and release wholesale sales orders for processing to customers Communicate any required order changes or special instructions to the warehouse Communicate internally regarding expected shipping schedule. Ensure that orders are shipping within the required ship window/to be delivered by the required date Manage the flow of EDI based transactions, processing all aspects of EDI applying bulks to orders, resolving errors, reviewing daily EDI summary, set-up and testing Provide support for all customer related inquiries. Assist various internal departments in resolving any issues reported by customers Manage inventory allocations for product with limited availability/launches Manage the tracking of samples and notifying the internal team when there are issues with orders received Providing tracking and order status information to stakeholders where needed Review routing guides and vendor compliance manuals. Provide internal support to various internal departments related to EDI testing and new customer set up. Assist in researching and resolving vendor chargebacks when necessary Return authorization processes and communication Assist with special projects as needed
Requirements
- 2+ years’ progressive experience within customer support / operations environments
- Attention to detail, organizational skills and proven communication expertise required
- B2B experience required
- Must have exceptional computer skills, including Excel, Access, and other Microsoft Office products
Nice To Haves
- Bachelor’s degree preferred
- EDI and Netsuite experience are preferred
- Has a sense of urgency in managing time and while accomplishing tasks
- Ideal candidate has beauty experience and/or passion and excitement for the beauty category
Responsibilities
- Manually enter orders for non-EDI customers, gratis, special promotions and other internal requests
- Review and release wholesale sales orders for processing to customers
- Communicate any required order changes or special instructions to the warehouse
- Communicate internally regarding expected shipping schedule.
- Ensure that orders are shipping within the required ship window/to be delivered by the required date
- Manage the flow of EDI based transactions, processing all aspects of EDI applying bulks to orders, resolving errors, reviewing daily EDI summary, set-up and testing
- Provide support for all customer related inquiries.
- Assist various internal departments in resolving any issues reported by customers
- Manage inventory allocations for product with limited availability/launches
- Manage the tracking of samples and notifying the internal team when there are issues with orders received
- Providing tracking and order status information to stakeholders where needed
- Review routing guides and vendor compliance manuals.
- Provide internal support to various internal departments related to EDI testing and new customer set up.
- Assist in researching and resolving vendor chargebacks when necessary
- Return authorization processes and communication
- Assist with special projects as needed
Benefits
- Competitive compensation
- Work/Life Balance: Flexible paid time off, 11 paid holidays, and flexible work schedules
- Wellness: Company Contribution to Medical, Dental, and Vision Insurance for Employees and their Families, Company Paid Employee Life Insurance, Optional additional Life Insurance, and Short and Long-Term Disability Coverage Options
- Parental Leave: Up to 18 weeks for birthing-parents and up to 10 weeks for non-birthing new parents
- Financial Well-being: Roth and 401k plans: 100% match up to the first 4% and is immediately vested
- Professional Development Reimbursement Program: Career development is as important to us as we know it is to you!
- Our culture has an “attitude of gratitude” and a shared passion for our brand.
- Join our Bond Builder DEI committee to play a role celebrating DEI at OLAPLEX
- Products: Twenty (20) free products per year, plus a friends and family discount
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
