What are the responsibilities and job description for the International Service & Support Manager position at OBAGI COSMECEUTICAL LLC?

Job Description

Who We Are :

Obagi Cosmeceuticals is an industry leading, ~$115M dermo-cosmetic brand that provides transformational skin care products clinically formulated to minimize signs of skin aging, address dark spots, hyperpigmentation, fine lines, and wrinkles. A 35-year legacy backed by science and innovation to protect and enhance skin tone and texture. Ranked No. 1 and widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, Obagi remains a leader in the beauty space and operates as a global luxury and innovative brand with omni-channel presence (distribution to physicians, wholesale partners, retail outlets, on-line and direct-to-consumer). Obagi is on a mission to create a global, best-in-class multi-brand, multicategory portfolio, and will continue to redefine the future of skincare. We are Obagi. Fearless. Together.

What We Need :

Obagi is seeking an enthusiastic, organized, and charismatic International Customer Support Manager to support the execution of our business plans and act as the primary contact for global customers, in direct collaboration with our International Sales Team. Responsible for delivering exceptional customer experience to our international partners, this role will oversee the processing and / or facilitation of all orders from international customers, maintaining the highest standard of reliability and efficiency.

What You’ll Do :

Serve as the primary contact for international distributors, cultivating strong and professional relationships.
Provide timely and effective communication to address inquiries, resolve issues, and share updates on orders, shipments, and policies.
Develop and implement a comprehensive onboarding process for :

New distributors and international customers

Internal new hires to familiarize them with Obagi policies, tools, and CSR gold standards

Maintain ongoing correspondence with international partners ensure seamless support and service.

Utilize a thorough understanding of customer agreements to ensure compliance with terms and conditions.

Accurately process or facilitate the processing of customer orders, ensuring pricing, item codes, and product availability are verified and aligned with customer requirements.

Collaborate with various teams to deliver clear, courteous, and exceptional service / support

Global Ops, Supply Chain, and International Sales : to support accurate product forecasting and inventory planning.

Finance : to manage account maintenance, pricing setup, and processing of credits and debits.

Marketing : to fulfill customer collateral requests and support management by generating reports for customers as needed.

Assess customer needs, address inquiries and provide tailored support.

Ensure the team is equipped with the resources and tools needed to succeed, i.e. CRM updates, training materials, and competitive insights.

Identify and partner with Talent Acquisition to hire skilled CSR professionals who align with company values and objectives.

Design and deliver training programs focused on product knowledge, customer service techniques, and communication skills.

Provide ongoing professional development opportunities to enhance team skills and performance.

Create standard operating procedures (SOPs) for handling customer interactions, including inquiries, complaints, and escalations.

Define key performance indicators (KPIs) to measure team success, i.e. customer satisfaction, first response time, and resolution rates.

Implement a quality assurance program to monitor and maintain high service standards.

Perform additional duties as assigned to support the overall success of the team and organization.

What You’ll Need :

A high school diploma required; an associate or bachelor’s degree in business administration or communications strongly preferred.

At least 3-5 years of relevant customer service experience with a strong understanding of consumer products :

Minimum of 3 years directly managing at least 2 direct reports.

Prior experience with manufacturing and international import / export experience highly preferred.

Deep understanding of sales and service processes, tools (e.g. CRM and order management systems) and metrics

Exceptional organizational and prioritization / time management skills; demonstrated ability to work under pressure to meet deadlines.

Comfortable with communicating via calls, email, chat, etc.

Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly.

Intermediate proficiency in Microsoft Office (particularly Excel, Word) and other technologies such as Oracle and relevant CRM tools

Prior experience with Vision or MS Project Manager or SugarCRM highly preferred

Flexibility with working with multiple time zones.

Possess an energetic, positive attitude that encourages a team and supports the growth and professional development of others.

Occasional travel to Long Beach, CA may be required if remote in South Florida

Physical Requirements :

These demands document the physical requirements of a specific job. Criteria may include : Lifting, Carrying, Push / Pull, Sitting / Standing (In Place); On Feet, Walking, Bending, Turn / Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out) / Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.

Disclaimer :

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.

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