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Pierre Fabre Laboratories · 4 months ago

Customer Service Representative, Retail and National Accounts

USA - Secaucus

Full-time

Hybrid

Mid Level

$60K/yr - $75K/yr

Pierre Fabre Laboratories is seeking a dynamic and experienced omnichannel customer service professional for the role of Customer Service Representative, Retail and National Accounts. The ideal candidate will manage order fulfillment and vendor compliance while ensuring client satisfaction and fostering long-term partnerships with major retail accounts such as Amazon and Target.

BiotechnologyPharmaceuticalTherapeutics

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

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

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

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

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

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

Qualification

National Account experienceCustomer service managementOrder fulfillmentERP experienceAnalytical mindsetCommunication skillsOrganizational skillsTeam collaborationAttention to detail

Required

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

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

Benefits

Medical, dental, and vision coverage

Voluntary benefits

A 401(k) retirement plan

A generous PTO policy

Paid company holidays

Paid parental leave

Employee discounts on our products

Professional development opportunities

Access to mental health and wellness programs

Company

Pierre Fabre Laboratories

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Laboratoires Pierre Fabre held by the Pierre Fabre Foundation, is a worldwide company with a unique positioning : the alliance of pharmaceutical and dermocosmetics expertise.

Founded in 1962