Senior Customer Service Representative

Who we are:

Cosmetic Solutions is a leader in the development and manufacturing of scientifically proven, innovative personal care products. With a focus on, face, body, hair, OTC, and professional use formulations, we create some of the most cost effective, high quality and powerful products on the market. 

Providing world class services to up and coming businesses, large established brands, physicians, estheticians and other skin care professionals; we specialize in research & development, custom formalization, graphic design, manufacturing, packaging and delivery. 

Job Title: Senior Customer Service Representative 

Job Summary

As a dedicated professional in this role, you will be instrumental in nurturing client relationships and acting as a key advocate within the organization. Your focus will include managing new product launches, overseeing replenishment orders, and driving revenue growth. You will also implement client retention strategies, foster long-term partnerships, and ensure overall client satisfaction, contributing directly to the success of the business.

Organizational Relationships

• Reports to:  Director of Account Management

Duties & Responsibilities

• Account Management & Client Relationships: Maintain and nurture relationships with existing customers, while proactively building new relationships. Act as the primary point of contact for clients, advocating for their needs and ensuring their satisfaction.
• Client Retention & Growth: Develop and implement strategies to retain clients, fostering long-term relationships. Encourage growth by identifying opportunities for expanding current client business and guiding them towards new product offerings.

• Customer Support & Problem Resolution: Provide responsive customer support, addressing inquiries, concerns, and resolving issues efficiently. Collaborate on complex issues to deliver innovative solutions that enhance customer loyalty.
• Product Consultation: Take a consultative approach to guide clients in selecting products that align with their brand needs, ensuring their satisfaction with product fit and performance.

• Order Management & PO Entry: Accurately manage the end-to-end order lifecycle, from purchase order entry to order fulfillment, ensuring efficiency and adherence to customer requirements.
• BOM Updates & Creation: Maintain and update Bills of Materials to ensure product accuracy and meet client specifications. Create new BOMs as required for new or modified products.
• Finished Goods Shipping: Manage and facilitate the shipment of finished goods, ensuring on-time deliveries and exceptional customer satisfaction.

• Production Timing & Escalations: Collaborate with internal teams to address and resolve production timing escalations promptly, ensuring timely deliveries and fulfillment of client expectations.
• R&D Process Management: Manage research and development processes for clients, coordinating internal resources to support high-tier customer projects.
• Client Advocacy & Cross-Functional Collaboration: Collaborate with internal departments, ensuring client needs are communicated and addressed effectively. Engage additional resources as necessary to support major projects.

Requirements & Qualifications

• Provide superior customer service to exceed customer expectations
• Able to work in a fast-paced environment with a very positive attitude
• Persuasive and unafraid to negotiate; has good business sense
• Up-to-date on the latest industry trends; able to articulate trends and potential clearly and confidently
• Possesses excellent interpersonal and customer service skills
• Able to multi-task while efficiently managing priorities
• Excellent written and verbal communication skills
• Pays strict attention to detail

• Minimum of three years related experience in Account Management, or relevant role in the industry
• Computer skills; proficient in Microsoft Office Suite; knowledge of Salesforce or other programs a plus
• Bachelor’s degree in business or related field; or equivalent experience required

Cosmetic Solutions LLC. is committed to equal employment opportunity for all employees and applicants for employment without regard to age, color, creed, disability status, gender, national origin, race, religion, sexual orientation or veteran status, or any other legally protected status.