Customer Service Representative

Created 36 years ago, the PCA Group of Companies (PCA) is a privately-owned, global beauty holding company. Currently being led by the founders and the next generation of the family, the Group spans ~1500 employees in 5 geographic locations around the world, focused on omnichannel distribution and fulfillment for the beauty category. Multiple subsidiaries with a distinct leadership, business direction, and separate financial structure.

Role Summary:

This role sits at the intersection of operations, client experience, and continuous improvement. The Customer Service Representitive is a hands-on owner of day-to-day client-facing logistics operations, ensuring service runs smoothly while always looking for smarter, more efficient ways to work. Acting as both problem-solving and process leader, this person identifies service gaps, helps to improve workflows, and turns operational challenges into scalable solutions. Working closely with internal teams and external partners, the Specialist ensures SLAs and KPIs are consistently met, issues are resolved decisively, and logistics operations grow in step with evolving client needs.

Key Responsibilities:

• Client Account Ownership: Act as the main operational liaison for assigned clients, ensuring service commitments and performance targets are consistently achieved.
• Operational Execution: Oversee daily logistics activities across transportation, warehousing, and fulfillment with a focus on accuracy, timeliness, and cost control.
• Client Communication: Deliver clear, professional, and proactive communication regarding order status, service risks, operational changes, and improvement initiatives
• Issue & Escalation Management: Manage client issues end-to-end, including root-cause analysis, corrective actions, and escalations as needed.
• Performance Monitoring & Reporting: Track, analyze, and communicate operational performance and trends to clients and internal teams.
• Cross-Functional Collaboration: Partner with Operations, DevOps, Inventory, and Finance to align execution with business objectives.
• Service Optimization: Own processes by identifying service gaps and recurring issues, driving continuous improvement initiatives.
• Process Improvement: Learning and continuing to develop technical knowledge and expertise, including CRM, SaaS, WMS, or software used and provided by the company.
  
  

Qualifications:

• High school diploma or equivalent required.
• Solid understanding of logistics principles, workflows, and best practices within a 3PL environment.
• Strong analytical, problem-solving, and sound decision-making skills, with the ability to assess issues and act decisively.
• Excellent written and verbal communication skills, with a collaborative and client-focused approach.
• Ability to perform effectively in fast-paced environments while managing deadlines and competing priorities.
• Proficiency with standard business software, including Microsoft Office and Outlook.
• Bilingual preferred (English/Spanish)
  
  

What we offer:

• Phenomenal discounts on products within the beauty industry and beyond
• Medical, Dental, and Vision, along with supplemental benefits available after 60 days
• 401 (k) available after 1 year of service with up to a 4% match
• 12 days PTO and Paid Holidays
• Salary is commensurate upon experience, $21.00 - $25.00 per hour
  
  

Equal Employment Opportunity Statement

We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, creed, religion or belief, national or ethnic origin, citizenship status, marital or domestic partnership status, sexual orientation, sex, gender identity or expression, age, disability, military or veteran status, or any other characteristic protected by federal, state, or local law. The PCA Group of Companies recognizes and values the benefits of a diverse workforce.