Customer Service Representative, Retail and National Accounts

Job description

Your mission

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. This role will report to the Associate Director, Customer Experience and Retail Management and will be a key stakeholder in providing excellent service to ensure maximum customer satisfaction.

Responsibilities:

Account Management:

·  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 discrepancies
·  Provide meticulous, time-sensitive follow up related to order fulfillment
·  Work 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 notifications
·  Validate inventory availability and foster strong communication with sales, data operations, supply chain team and customers to proactively manage order fulfillment
·  Ensure efficient communication of account-specific instructions and maintain follow-through with 3PL team members
·  Develop expertise with Pierre Fabre systems, customer portals, and other platforms related to order fulfillment
·  Document processes and cross-train with dedicated Customer Support team members to avoid disruptions in service

Customer Satisfaction :

·  Monitor customer satisfaction metrics and feedback from National Accounts
·  Proactively address any issues or concerns raised by clients and work to quickly resolve them to maintain high levels of satisfaction
·  Implement strategies to continuously improve customer experience and exceed expectations
·  Adapt to business needs as necessary

Vendor Compliance:

·  Review Retailer Guides to understand the unique requirements of each account and tailor services to meet their requirements
·  Continuously monitor chargebacks with merchants, maintain and improve record-keeping systems to provide more leverage during disputes
·  Compile data to evaluate the causes of chargebacks, define corrective action, and improve processes to minimize errors
·  Collaborate with internal team members to proactively prevent future issues
·  Attend merchant training sessions and seminars to boost compliance and stay up-to-date on changing requirements; connect with various parties throughout the supply chain

Performance Management :

·  Conduct regular analysis of supply chain data to identify trends, root causes of issues, and opportunities for improvement
·  Generate reports and dashboards to communicate performance metrics and insights to internal and external stakeholders
·  Work within Zendesk Workforce Management to ensure individual and team efficiencies

Cross-Functional Collaboration :

·  Collaborate with cross-functional teams including Sales, Demand Planning, Data Operations and Logistics to develop joint business plans and strategies
·  Partner with IT for automation initiatives that will assist in ensuring clean orders as close to 100% as possible

Competencies:

·  Strong customer service and client-facing communication skills
·  Strong oral and written communication skills to deal with customers as well as interpersonal and team-oriented capabilities
·  High responsiveness, excellent organizational skills and ability to prioritize, multi tasks
·  KPI driven minded
·  Ability to think strategically and to lead
·  Advanced troubleshooting and multi-tasking skills
·  Strong 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 channels
·  MUST have strong attention to detail

Required Education and Experience :

·  Bachelor’s degree in business administration, marketing; or related experience
·  National Account experience a must; examples include Target, Amazon, Walgreens, CVS, Ulta, or similar accounts
·  Proven experience in customer service management, preferably in a retail CPG environment
·  Strong understanding of retail industry trends and dynamics
·  Excellent communication and interpersonal skills, with the ability to build rapport and negotiate effectively with clients
·  Demonstrated ability to work both independently and collaboratively within a team
·  Analytical mindset with the ability to interpret data and make data-driven decisions
·  Proven track record of driving customer satisfaction and achieving business objectives
·  Experience with ERPs (Dynamics or SAP), Zendesk CRM or similar CX ticketing platform, retailer platforms

Work 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

Pierre Fabre has been recognized by Forbes as one of the " World's Best Employers " for the 3rd year running.

https://www.pierre-fabre.com/en-us

True to My Nature

https://www.aveneusa.com/

Who you are ?

Pierre Fabre is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender expression and identity, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.

We are convinced that diversity is a source of fulfillment, social balance and complementarity for our employees, which is why our offers are open to all, without restriction.