Description
POSITION: Customer Care representative
DEPARTMENT: Sub-Distribution
REPORTS TO: Manager, Customer Service
LOCATION: Clearwater, FL (SalonCentric NOC)
Job Summary:
Provides premier service directly to a diverse group of Sub-Distributors & Beauty schools utilizing the portfolio of L'Oreal Professional Product brands and partner brands represented by SalonCentric.
Duties and Responsibilities:
• Directly interacts with account owners and managers, utilizing sales force/email and phones to perform product inquiries, order entry processing and mitigate challenges.
• Research issues and brings resolution to complex situations using sound judgment and excellent follow-through within established authority level using guidelines for service policy and following procedure.
• Manages releasing service blocks, grouping orders and promotional deployment.
• Communicates cross functionally with internal and external departments regarding risk and opportunity to service level.
• Performs complete order management, including cancellation and creation. • Negotiate timeframes for deliverables and when appropriate, escalate issues to ensure timeframes are met.
• Developing good relationship with customers throughout the organization including the top management level • Investigate, analyze, and resolve client issues.
• Maintain, grow, and optimize existing accounts for revenue through discovery, communication, and rapport building.
• Provide technical expertise, guidance, and training with clients.
• Main contact for all stores. Including customer requests regarding logistical issues or promotional matters
• Manages and researches any Account Challenges while coordinating with the Distribution Centers and Credit Department.
• Processes Salesforce cases regarding pricing, shipping, shortage, and overage errors.
• Tracking shipments from the Distribution Center to the Sub- Distributor.
• Strong moral character provides added value to services performed accurately and in a timely manner.
• Performs inside sales or telemarketing style functions as needed to support key launches and promotions.
• Monitors inventory availability in multiple Distribution Centers and executes a change of shipping assignment to complete orders as needed.
Requirements:
• At least 1-3 years of demonstrated excellence in a customer service role.
• Excellent computer skills using Microsoft Office and performing data entry.
• Exemplary oral and written communication skills, including outstanding telephone manner.
• Sound judgment and ability to make independent decisions within department protocols and appropriate level of authority.
• Ability to handle a high volume of inquiries and challenging issues with tact and professionalism.
• Ability to handle multiple tasks at one time with a high attention to detail.
• Skilled at suggestive selling and providing alternative solutions to accounts.
• Ability to work overtime when required.
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