A leading cosmetics brand is seeking a motivated, customer-focused individual to join our Customer Care team as a Customer Care Specialist Team Lead. In this role, you’ll act as the primary liaison and advocate for assigned customer accounts, overseeing the full order lifecycle from transmission through invoicing and reporting. You’ll work closely with warehouse teams to ensure orders are processed and shipped on time while meeting critical deadlines.
Reporting to the Customer Care Manager, this position also involves managing a small team of Customer Care Specialists. You’ll provide leadership, oversee daily workloads, and deliver training and performance support to drive efficiency and service excellence. Strong communication, organizational, and problem-solving skills are essential to succeed in this role.
Responsibilities:
• Champion service levels, ensuring a 95% Unit Fill Rate (UFR) or higher.
• Review and correct incoming customer orders before processing in the ERP system.
• Generate pick sheets, labels, shipping documents, and schedule order pick-ups per customer and internal requirements.
• Partner with warehouse teams to prioritize and meet shipping deadlines.
• Notify Sales and customers of potential delays or order issues.
• Minimize shortages and generate timely short reports as required.
• Process invoices and transmit EDI files, resolving errors when needed.
• Manage workflow and ensure proper procedures across the team.
• Identify and recommend process and system improvements.
• Provide coaching, training, and escalation support for Customer Care Representatives.
• Interface regularly with Sales, co-packers, and retail partners (e.g., Walmart, Target, Ulta, CVS).
• Handle credit memos, return authorizations, and customer complaints.
• Respond to inquiries on order status and shipment updates.
• Maintain thorough knowledge of the product line.
• Perform additional duties as assigned.
Requirements:
• High School Diploma or GED required.
• Minimum 3 years of customer service experience with retail accounts.
• At least 2 years of team leadership experience preferred.
• Experience working with major retailers (e.g., Walmart, Target, Ulta, Walgreens, CVS).
• Strong verbal and written communication skills.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Working knowledge of ERP and EDI systems (Catalyst, Sage, TrueCommerce preferred).
• Highly organized, detail-oriented, and able to multitask.
• Positive, empathetic, and team-oriented approach.
• High level of integrity and professional work ethic.
Location: Vernon, CA (on-site)
Schedule: Monday–Friday, 7:00am–3:30pm.
Rate: up to $27 per hour
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