Customer Service Representative, Retail And National Accounts
Pierre Fabre USA is seeking a dynamic and experienced omnichannel customer service professional to fulfill our role as Customer Service Representative, Retail and National Accounts for our retail accounts. The ideal candidate will be responsible for managing all aspects of order fulfillment and vendor compliance ensuring client satisfaction and fostering long-term partnerships. In addition, the ideal candidate will have experience working order fulfillment with some of our National Accounts including Amazon, Target, Walgreens, CVS, and Ulta.
Responsibilities :
- Serve as one of the primary points of contact within customer experience for National Accounts and B2B customers
- Develop and maintain strong relationships with internal and external key stakeholders
- Take ownership of customers' issues and follow problems through to resolution
- Maintain an orderly workflow according to priorities
- Other responsibilities as required by the business
Order Fulfillment :
Manage the order fulfillment process from start to finish including manual order entry and careful review all data fields in EDI orders for data integrity and discrepanciesProvide meticulous, time-sensitive follow up related to order fulfillmentWork within internal systems and customer portals to accurately process order notifications as required to fulfill retailer requirements including manual entry and careful review of EDI notificationsValidate inventory availability and foster strong communication with sales, data operations, supply chain team and customers to proactively manage order fulfillmentEnsure efficient communication of account-specific instructions and maintain follow-through with 3PL team membersDevelop expertise with Pierre Fabre systems, customer portals, and other platforms related to order fulfillmentDocument processes and cross-train with dedicated Customer Support team members to avoid disruptions in serviceCustomer Satisfaction :
Monitor customer satisfaction metrics and feedback from National AccountsProactively address any issues or concerns raised by clients and work to quickly resolve them to maintain high levels of satisfactionImplement strategies to continuously improve customer experience and exceed expectationsAdapt to business needs as necessaryVendor Compliance :
Review Retailer Guides to understand the unique requirements of each account and tailor services to meet their requirementsContinuously monitor chargebacks with merchants, maintain and improve record-keeping systems to provide more leverage during disputesCompile data to evaluate the causes of chargebacks, define corrective action, and improve processes to minimize errorsCollaborate with internal team members to proactively prevent future issuesAttend merchant training sessions and seminars to boost compliance and stay up-to-date on changing requirements; connect with various parties throughout the supply chainPerformance Management :
Conduct regular analysis of supply chain data to identify trends, root causes of issues, and opportunities for improvementGenerate reports and dashboards to communicate performance metrics and insights to internal and external stakeholdersWork within Zendesk Workforce Management to ensure individual and team efficienciesCross-Functional Collaboration :
Collaborate with cross-functional teams including Sales, Demand Planning, Data Operations and Logistics to develop joint business plans and strategiesPartner with IT for automation initiatives that will assist in ensuring clean orders as close to 100% as possibleCompetencies :
Strong customer service and client-facing communication skillsStrong oral and written communication skills to deal with customers as well as interpersonal and team-oriented capabilitiesHigh responsiveness, excellent organizational skills and ability to prioritize, multi tasksKPI driven mindedAbility to think strategically and to leadAdvanced troubleshooting and multi-tasking skillsStrong multitasking skills : Ability to balance dedicated time for B2B business by answering phones and emails, and separate dedicated time for national accounts order fulfillment, ensuring a seamless customer experience across all channelsMUST have strong attention to detailRequired Education and Experience :
Bachelor's degree in business administration, marketing; or related experienceNational Account experience a must; examples include Target, Amazon, Walgreens, CVS, Ulta, or similar accountsProven experience in customer service management, preferably in a retail CPG environmentStrong understanding of retail industry trends and dynamicsExcellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively with clientsDemonstrated ability to work both independently and collaboratively within a teamAnalytical mindset with the ability to interpret data and make data-driven decisionsProven track record of driving customer satisfaction and achieving business objectivesExperience with ERPs (Dynamics or SAP), Zendesk CRM or similar CX ticketing platform, retailer platformsWork Environment / Physical Demands / Position Type and Expected Hours of Work :
This position based out of NJ with a flexible, hybrid work from home 2 days per week.This job operates in a clerical, office setting. This role routinely uses standard office equipment This is a largely sedentary role; however, it requires the ability to lift marketing materials, open product cabinets and bend or stand on a stool as necessary.The normal working hours of the office are from 8 : 30 a.m. 5 : 00 p.m. Monday through Friday.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Compensation and Benefits :
Salary Range : $60,000 $75,000
This range represents the base annual full-time salary for all positions within the applicable job grade. The actual salary offer will depend on a range of factors including experience, education, location, and other relevant qualifications. This position is also eligible for a Pierre Fabre bonus, commission, or incentive program in addition to the base pay.
Employees will be eligible to participate in a comprehensive benefits package that includes medical, dental, and vision coverage, voluntary benefits, a 401(k) retirement plan, a generous PTO policy, paid company holidays, and paid parental leave. Additional offerings include employee discounts on our products, professional development opportunities, and access to mental health and wellness programs.
Pierre Fabre has been recognized by Forbes as one of the "World's Best Employers" for the 3rd year running.
