Who We Are

For this role, you will be a part of The Beauty Bank, a shared services company serving multiple companies in a variety of industries. 

Job Summary

The eCommerce Customer Service and Operations Coordinator will oversee and manage the daily operations and provide exceptional customer service for multiple eCommerce site properties within The Beauty Bank. The role will handle customer inquiries, complaints, and product related issues and ensure customer satisfaction while overseeing order fulfillment, product recommendations, and maintaining customer records.

Responsibilities

• Oversee customer service channels and answer the phone, online chat, and email questions regarding product issues, exchanges, returns and lost merchandise, and solve various order-related issues in real time. 
• Master customer service policies and procedures and provide strategies to improve the overall customer experience.
• Evaluate daily/weekly/monthly service levels and quality of customer service and establish email and call scripts (inbound/outbound) to improve loyalty and consumer engagement.
• Become a product knowledge expert while staying up to date with skincare and haircare industry trends and effectively building a cross-sell and upsell strategy while ensuring a positive experience. 
• Lead the customer service team with high urgency, creating templated responses and other operational efficiencies to ensure customer service needs are met within brand SLAs.
• Perform QA testing on the eCommerce site and notify the team of any customer service-related issues.
• Act as a customer advocate and actively make recommendations to improve the eCommerce experience and functionality.
• Monitor the order fulfillment systems and track lost, delayed, incoming, or incorrect shipments while creating replacements as needed.
• Manage day-to-day relationships with the eCommerce 3PL to deliver on-time and on-budget customer orders.
• Monitor and optimize operational KPIs such as lead times, fulfillment rate, shipping, customer service, SLAs, etc. 
• Partner with the Operations team to ensure warehouses are meeting fulfillment standards.
• Proactively identify operational problems, suggest solutions, and independently resolve issues.
• Monitor customer reviews and feedback, responding appropriately and forwarding information to relevant departments for product improvement.
• Partner with eCommerce Manager to ensure deliverables for special online sales events are met.

Requirements

• Minimum of 4 years of Customer Service experience
• Top-notch written and verbal communication skills are a must, plus a great phone and chat presence—we’re looking for someone who shines and positively represents the brand.
• Strong organizational skills with the ability to prioritize workload and manage multiple tasks concurrently with minimal supervision. A sense of urgency is a must.
• Proven ability to be resourceful, proactive, and innovative.
• Solid operational, process and technical understanding is a plus.
• Strong leadership skills to manage a growing customer service team.

Benefits

• Comprehensive Health Benefits
• Competitive 401(k) match with immediate vesting
• Paid time off (Vacation, Sick, Holiday, Summer Fridays)
• Free Shuttle Service to and from NYC and the office 
• Daily subsidized meals 
• Employee Assistance Program (EAP)

The Beauty Bank is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other characteristic protected by federal, state or local laws. All employment is decided on the basis of qualifications, merit, and business need.