Customer Relationship Specialist

About You:

Nutrafol is seeking a highly motivated and dynamic Customer Relationship Specialist to join our HCP team. In this role, you will be responsible for providing our customers (Physicians / Dermatologists) with an exceptional end to end experience. The top priority will be providing white glove service & support to our professional partners.

The ideal candidate will have excellent communication skills, experience in providing remote customer service, and a deep understanding of operational efficiency. This is an excellent opportunity for a highly professional and skilled candidate to join our collaborative team. This is a remote position; to ensure alignment with our East Coast-based team and business hours, candidates must be located on the East Coast.

Responsibilities:

• Provide superior customer service and perform operational related duties with a high degree of professionalism, responsiveness & customer-centric focus.
• Respond to and distribute customer inquiries from potential customers via phone & email.
• Place in bound orders and pending orders on behalf of the Business Development Manager.
• Work in tandem with the Business Development Manager to address any customer needs and concerns.
• Triage and distribute inbound emails and phone calls to the appropriate point of contact.
• Provide appropriate responses and resolution to customer inquiries and feedback.
• Build relationships to ensure customer satisfaction and professional customer support.
• Follow communication procedures, guidelines, and policies.
• Manage the Growth Partner Platform onboarding process for partners and provide support for orders placed on the platform.
• Utilize SFDC (Salesforce.com) daily to track pertinent information and input daily communication.
• Keep accurate and up-to-date records of customer interactions and sales activity.
• Collaborating with BDMs to identify opportunities for growth and engagement in current accounts which will contribute to maximizing revenue growth in each territory.
• Handle day to day operational responsibilities for each territory, including order cancellations, reships, damaged product replacement, customer requests for invoices, and provide customer support as needed in conjunction with the BDM.
• Take ownership of account interactions from beginning to end.

Requirements:

• 2+ years of experience in a customer service, call center, account management or sales position
• Aesthetics, dermatology, or healthcare industry experience preferred.
• Previous experience developing and managing market channel relationships.
• Previous experience with SFDC (Salesforce.com), Shopify, Shipmonk, or other related platforms.
• You genuinely enjoy helping people and it shows in how you communicate
• You bring a positive attitude and a willingness to learn and adapt.
• You take initiative and you don't wait to be told what's next
• You can juggle multiple priorities without dropping the important ones
• You thrive when things move fast and stay steady when priorities shift.
• Exceptional verbal and written communication and comfortability working in Microsoft Office and Google Workspace products
• You've built strong customer relationships before, whether in a job, a volunteer role, or anywhere else people mattered to you.