Customer Service Account Representative

Customer Service Account Representative

Location: Los Angeles, CA 90045
Schedule: Monday-Friday | 7:30 AM - 4:30 PM
Position Type: Contract-to-Hire

About the Opportunity

Our client is a well-established beauty and cosmetics company that supports a nationwide network of independently owned franchise studios and online customers. They are seeking a detail-oriented and customer-focused Customer Service Representative to join their team. This position offers the opportunity to become a permanent employee based on performance and business needs.

Position Summary

The Customer Account Representative serves as a primary point of contact for franchise studio owners and customers, providing exceptional support related to product orders, inventory inquiries, account maintenance, promotions, shipping issues, and general customer service needs.

The ideal candidate is highly organized, able to multitask effectively, and comfortable working across multiple browsers, applications, and business systems simultaneously in a fast-paced environment.

Key Responsibilities

• Assist franchise studio owners with product orders, inventory questions, pricing, promotions, and account-related inquiries.
• Process orders accurately and efficiently while ensuring a positive customer experience.
• Research and resolve issues related to orders, shipments, returns, credits, and product availability.
• Track shipments and provide status updates to customers and franchise partners.
• Maintain accurate customer and account information through data entry and account updates.
• Navigate multiple browsers, software platforms, and internal systems simultaneously to retrieve information and complete transactions.
• Document customer interactions and resolutions within the CRM system.
• Collaborate with internal departments, including Finance, Distribution, Marketing, Ecommerce, and IT, to resolve customer concerns.
• Monitor open cases and follow up proactively to ensure timely resolution.
• Identify recurring customer concerns and communicate trends to management.
• Maintain up-to-date knowledge of products, programs, policies, and procedures.
• Deliver professional, courteous, and solution-oriented service with every interaction.

Qualifications

• 2 years of customer service, order processing, call center, retail support, franchise support, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to multitask and manage multiple priorities in a fast-paced environment.
• Comfortable working with several browser windows and software programs simultaneously.
• Proficient in Microsoft Office 365.
• Experience with CRM, ERP, order management, ecommerce, or point-of-sale systems is a plus.
• Strong attention to detail and organizational skills.
• Ability to work independently while contributing positively to a team environment.

Ideal Candidate

• Thrives in a high-volume customer service environment.
• Enjoys helping customers find solutions.
• Can efficiently handle multiple tasks and systems at the same time.
• Demonstrates professionalism, adaptability, and a positive attitude.
• Has experience supporting franchise locations, retail operations, ecommerce customers, or order management processes.