Customer Relationship Specialist

Summary

Join Nutrafol as a Customer Relationship Specialist - Southeast and provide exceptional customer service to our professional partners. You will manage customer inquiries, place orders, collaborate with the Business Development Manager, and ensure customer satisfaction. This role requires 3+ years of experience in a call center or customer experience role with a sales background, experience with CRM platforms like Salesforce, and strong communication skills. The position offers a fully remote work environment and a comprehensive benefits package including medical, dental, vision, 401k, bonuses, flexible PTO, and various wellness perks. Nutrafol values a positive attitude, willingness to learn, and the ability to thrive in a fast-paced environment. This is an excellent opportunity to grow with a company committed to hair wellness and innovation.

Requirements

• 3+ years of experience in a call center or customer experience role with a background in sales
• Previous experience developing and managing market channel relationships
• Previous experience with SFDC (Salesforce.com), Shopify, Shipmonk, or other related platforms
• Strong customer service skills and a customer-focused approach
• A positive attitude and a willingness to learn and adapt
• Must have the ability to exercise initiative
• Ability to multitask, prioritize, and manage time effectively
• The ideal candidate should be comfortable working in a fast-paced environment
• Exceptional verbal and written communication. Proficient in Microsoft Office applications
• Proven track record of providing exceptional customer service

Responsibilities

• Provide superior customer service and perform operational related duties with a high degree of professionalism, responsiveness & customer-centric focus
• Respond to and distribute customer inquiries from potential customers via phone & email
• Place in bound orders and pending orders on behalf of the Business Development Manager
• Work in tandem with the Business Development Manager to address any customer needs and concerns
• Triage and distribute inbound emails and phone calls to the appropriate point of contact
• Provide appropriate responses and resolution to customer inquiries and feedback
• Build relationships to ensure customer satisfaction and professional customer support
• Follow communication procedures, guidelines, and policies
• Manage the Growth Partner Platform onboarding process for partners and provide support for orders placed on the platform
• Utilize SFDC daily to track pertinent information and input daily communication
• Keep accurate and up-to-date records of customer interactions and sales activity
• Collaborating with BDMs to identify opportunities for growth and engagement in current accounts which will contribute to maximizing revenue growth in each territory
• Handle day to day operational responsibilities for each territory, including order cancellations, reships, damaged product replacement, customer requests for invoices, and provide customer support as needed in conjunction with the BDM
• Take ownership of account interactions from beginning to end

Preferred Qualifications

Aesthetic industry experience preferred

Benefits

• Fully remote work experience
• Comprehensive medical, dental, and vision package, including FSA program
• 401K with 50% match
• Quarterly Bonus Program
• Flexible PTO
• Two company-wide wellness breaks every day
• Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
• Monthly wellness stipend
• Monthly internet stipend
• Monthly cell phone stipend
• Annual learning & development stipend
• Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
• Free meditation app membership (Headspace)
• Free Nutrafol subscription
• Pet insurance and benefit programs