Customer Service Representative

Summary

The Customer Service Representative will provide exceptional customer service to ZO Skin Health customers, both internal and external.

Essential Duties and Responsibilities

• Interact with a wide variety of customers via telephone (inbound and outbound), email, online chat or in person to respond to questions related to product orders and support the Customer Service email account.
• Ensure customer account setup and order deadlines are met timely and accurately.
• Field customer questions and complaints, escalating issues as appropriate.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints or comments.
• Partner with internal stakeholders regarding order and shipping details for promotions and special offers.
• Maintain confidentiality of customer information.

Job Qualifications

• Minimum of 2 years’ experience in customer service.
• Excellent verbal and written communication skills, including active listening.
• Strong computer skills, utilizing the Microsoft suite and multiple applications simultaneously.
• Demonstrated service focus, problem solving, decision making and time management.
• Strong willingness to learn and follow detailed instructions.
• Must demonstrate proficiency with company systems within 90 days of hire.

Preferred Qualifications

• Enterprise resources planning (ERP) and warehouse management systems (WMS) experience.
• Skincare, cosmeceutical or pharmaceutical industry experience.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.

Job Description

The Customer Service Representative will provide exceptional customer service to ZO Skin Health customers, both internal and external.

Essential Duties and Responsibilities

• Interact with a wide variety of customers via telephone (inbound and outbound), email, online chat or in person to respond to questions related to product orders and support the Customer Service email account.
• Ensure customer account setup and order deadlines are met timely and accurately.
• Field customer questions and complaints, escalating issues as appropriate.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintain customer accounts and records of customer interactions with details of inquiries, complaints or comments.
• Partner with internal stakeholders regarding order and shipping details for promotions and special offers.
• Maintain confidentiality of customer information.

Job Qualifications

• Minimum of 2 years’ experience in customer service.
• Excellent verbal and written communication skills, including active listening.
• Strong computer skills, utilizing the Microsoft suite and multiple applications simultaneously.
• Demonstrated service focus, problem solving, decision making and time management.
• Strong willingness to learn and follow detailed instructions.
• Must demonstrate proficiency with company systems within 90 days of hire.

Preferred Qualifications

• Enterprise resources planning (ERP) and warehouse management systems (WMS) experience.
• Skincare, cosmeceutical or pharmaceutical industry experience.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.