Client Experience Representative

Overview 

For over 25 years, The Perfumery has been one of the leading providers of natural and organic essential oils across the globe. Located in New Albany, Indiana, our team has carefully cultivated relationships with farms and distilleries from around the globe in over 40 countries. The Perfumery is committed to supplying the highest quality natural and organic products available on the market and is recognized as a leader in crafting and imagining the best essential oil blends available today. We are well known as being the premier supplier to some of the largest brands in the world of natural fragrances, flavors, blends, single source oils, and organics. 

Opportunity Description 

The Client Experience Representative is a full-time, hourly role responsible for supporting day-to-day client interactions and operational needs to ensure a smooth, accurate, and professional customer experience. This role partners closely with Client Experience Managers and internal teams to execute core processes, resolve issues, and uphold service standards. 

The Client Experience Representative will play an emphasized role in:

 

Order Management 

You will play a critical role in the successful management of web-based and mid-level client orders to ensure accuracy, timeliness, and customer satisfaction. Key responsibilities include: 

• Processing and entering client orders accurately in our internal systems and CRM 

• Managing and annotating orders with relevant updates and internal notes 

• Responding to customer inquiries regarding order status and providing document support 

• Collaborating closely with the production team to ensure timely fulfillment and shipment 

• Communicating payment terms clearly and initiating follow-up or collection actions if payments are delayed 
  

Customer Experience Management 

This role places a strong emphasis on delivering seamless and high-quality experiences for our clients throughout their journey with us. This includes: 

• Satisfaction Metrics: Implement and monitor key metrics to assess satisfaction, loyalty, and advocacy 

• Cross-Functional Collaboration: Work in partnership with marketing, production, laboratory, and product development teams to ensure a consistent and exceptional customer experience 

Client Portfolio Growth 

With ownership over our web-based and house accounts, you will drive relationship development, performance evaluation, and growth opportunities tailored to each client’s needs. This includes: 

• Regularly reviewing client performance and identifying upsell or cross-sell opportunities 

• Aligning product/service offerings with each client’s evolving business needs 

• Supporting long-term revenue growth strategies by deepening client engagement and retention 

BDM Support & Sales Collaboration 

In a collaborative and fast-paced environment, your leadership will support both internal team performance and client success. This includes: 

• Partnering with the Business Development Managers to administratively assist on key client accounts 

• Supporting internal initiatives that improve team performance and client experience consistency 

Candidate Requirements/Preferences

 

• Minimum of two years in general sales is required, sales experience in B2B is preferred. 

• Experience selling within the general Essential Oils and Aromatherapy/Fragrance industries is a plus, but not required
   

• Minimum of associate's degree or relevant work experience  

• Experience with Office 365 applications required
   

• Experience with an ERP system preferred    

• Experience with a CRM system required
   

• Successful experience self-directing and proactive in achieving strategies and goals   

• Ability to efficiently multitask with highly detailed work     

• Ability to effectively collaborate and communicate cross functionally     

• Operate with a high degree of urgency, integrity, and positive demeanor     

Benefits

 

At The Perfumery, we think a lot of our employees, which is why we are committed to giving so much back in return to them. We strive to maintain a culture that encourages a strong work/life balance which in turn promotes our comfortable work environment and focus on wellness. In addition to this, you can expect: 
 

• A competitive salary that provides you with what you need to earn according to your experience 
   

• Medical, Dental, and Vision Benefits to help keep you and/or your family healthy 
   

• A 401k Plan to help you build your nest egg 
   

• The rare opportunity to work as a leader in an industry that is growing fast and in a company that is growing even faster