What are the responsibilities and job description for the eCommerce Customer Support Intern position at Scent Beauty, Inc.?
About Scent Beauty
Scent Beauty, Inc. is a multi-brand, omnichannel company focusing on fragrance, cosmetics, body care, and men’s grooming. Scent Beauty creates, manufactures, distributes, and markets culturally relevant Brands to consumers worldwide, including key brick and mortar retailers, as well as dot com platforms and its own platform ScentBeauty.com. Scent Beauty’s portfolio profile encompasses the following verticals: Celebrity, Fashion, Lifestyle, Naturals and Designers. Scent Beauty is a leader in product innovation and subscribes to the values of diversity, sustainability, and qualitative consumer experience.
Positions Summary:
The eCommerce Customer Support Intern role is a paid internship. The eCommerce Customer Support Intern will support the Operations and Customer Service Manager in delivering outstanding customer experience while supporting our growing online operations.
Key Responsibilities
Daily Tasks & Priorities:
Customer Support & Ticket Management (70-100%)
- Respond to all escalated customer support tickets via Zendesk within 1-2 business days.
- Collaborate with our external partner, Mod Squad, to address customer inquiries and provide solutions.
- Keep the team informed of promotions, product launches, and anticipated ticket volume increases.
- Participate in bi-weekly meetings and handle urgent requests via Slack.
Free-of-Charge Marketing Order Requests (10-20%)
- Process free-of-charge marketing orders in NetSuite efficiently and accurately.
Order Fulfillment & Inventory Management (5%)
- Review open orders in NetSuite and Shopify to ensure smooth fulfillment.
- Work with the LYSI team to resolve any order-related discrepancies.
- Attend weekly LYSI team meetings to stay updated on fulfillment processes.
Backorder & Inventory Review (5%)
- Monitor stock levels and promptly remove out-of-stock items from the website.
- Communicate with the MSL (NJ warehouse) regarding order status, tracking updates, cancellations, and address changes.
Process returns and refunds in Shopify and NetSuite after warehouse receipt. (As needed)
Ensure seamless data flow between NetSuite and Shopify, troubleshooting any integration issues. (As needed)
- Act as a key liaison between customer service, logistics, and fulfillment teams to enhance efficiency. (As needed)
Qualifications:
- Entry-level position for recent marketing, operations or business graduate or current marketing, operations or business student.
- Technically proficient
- Strong communication skills both written and verbal
- Work well in a hybrid environment
- Must be organized and detail-oriented
- Passionate about fragrance and beauty
- Ability to learn quickly in a fast-paced start-up environment
- Must be willing to work in NYC office in Hudson Yard 2 days a week
Training & Onboarding:
- Product & Brand Training: Receive a shipment of sample products followed by a training session to deepen product knowledge.
- Process & Systems Training: Participate in Monday morning training sessions (1 hour each) during the first two weeks.
- Ongoing Support & Check-ins:
- Friday morning review sessions to assess weekly performance and set upcoming goals.
- Regular team meetings with key stakeholders to ensure alignment.
Salary : $19 - $21
