Customer Specialist

WHAT IS YOUR ROLE

As a Customer Specialist, you will serve as the primary point of contact for participating salons and distributors in the client's Sustainable Beauty Partner rewards program, independently resolving inquiries for a portfolio of approximately 4,000 salons and 20 distributors across the US and Canada.

You will exercise proactive, independent critical thinking to determine appropriate solutions, and deliver white glove, VIP level support to high end beauty salons, with personalized, empathetic written communication tailored to each partner rather than templated responses. You will also ensure timely support, accurate program maintenance, and seamless coordination across internal teams and external partners.

WHAT WILL YOU DO

• Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism.
• Independently resolve inquiries and account, order, and program related issues for approximately 4,000 participating salons and 20 distributors across the US and Canada, exercising sound, proactive judgment rather than defaulting to escalation.
• Deliver white glove, VIP level support to high end beauty salons in the program, crafting personalized and empathetic written communication for each interaction.
• Perform problem tracking and ensure that issues are properly prioritized, documented, tracked, and resolved, including order, account, and program related issues.
• Ensure proper and timely escalation of genuinely complex or sensitive issues to meet internal and external expectations, including troubleshooting and escalating technical issues as needed.
• Support the returns process, including tracking returns and reviewing and updating account records accordingly.
• Manage partner redemption opportunities and reporting, including tracking status and ensuring timely completion.
• Build and maintain Excel based reporting for redemption tracking and program performance, ensuring accuracy for internal and client facing use.
• Maintain and update program materials, such as order forms and product information, including managing product transitions and communicating availability timelines.
• Support administration of program tracking initiatives, including compiling submissions and coordinating communications with participating partners.
• Act as a point of expertise on program structure, redemption processes, and partner accounts, supporting teammates and contributing to continuous process improvement.
• You are expected to deliver service excellence and maximize customer satisfaction.
• Work with the client team to stay updated on product and service knowledge.

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• A self starter, comfortable making independent decisions and exercising judgment without close supervision

YOU HAVE…

• 3+ years of customer service experience (email, phone, or chat support), including experience managing multiple systems, platforms, and priorities simultaneously, ideally including support for high touch, VIP, or premium client segments.
• Strong knowledge of cloud based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications, including proficiency in Excel for building and maintaining reporting.
• Excellent reading comprehension, and verbal, and written communication skills.
• Strong and effective phone contact handling skills along with strong organizational and administrative skills and attention to detail.
• An ability to understand and communicate complex ideas to customers, both verbally and in written form.
• Knowledge and experience with CRM is a plus (e.g., Salesforce).
• Aptitude to quickly learn and navigate new technology, systems, and applications, as this role requires working across multiple platforms (e.g., order management, CRM, IT ticketing, and event coordination tools).
• The ability to accept feedback gracefully and with an open mind.
• Solid understanding of Customer Experience best practices, with demonstrated ability to independently resolve complex or sensitive inquiries using sound critical thinking and minimal supervision.
• Customer orientation and ability to adapt and respond to different types of characters.