Customer Service Representative, Medical Channel

Customer Service Representative, Medical Channel About Face Reality

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin Method TM , an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at home product routines and lifestyle guidance.

We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Integrity, Inclusion, Collaboration, Adaptability, Accessibility

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world.

Doing right, even if it is difficult, is of the utmost importance.

As a Customer Service Representative, Medical Channel at Face Reality Skincare, you will be part of the Customer Success organization while serving as a dedicated support resource for the Medical Sales team. This role is a lateral extension of our Customer Service function, with a focus on customer support, administrative assistance, order management, and account coordination within the medical sales channel.

You will play an essential role in ensuring a smooth, responsive, and positive customer experience for our medical partners by managing orders, maintaining accurate customer data, documenting processes, and supporting a largely remote, frequently traveling sales team. This position is ideal for a customer service professional who enjoys organization, problem-solving, and being a dependable point of contact in a fast-paced environment.

This position is a Hybrid position working 8am-4:30pm out of our San Ramon office Tuesday - Thursday and remotely Mondays and Fridays.
* Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship.

• Serve as a primary point of contact for medical customer inquiries via phone, email, and ticketing system
• Provide timely, empathetic, and professional responses to customer questions regarding orders, accounts, and products
• Assist customers with account setup, ordering processes, and navigation of Face Reality systems and requirements
• Enter, process, and manage manual orders accurately, including corrections, cancellations, returns, and refunds
• Track shipments, investigate delivery issues, and communicate updates or resolutions proactively
• Process return requests, verify eligibility, and coordinate return shipping and refunds in collaboration with Operations and Finance
• Resolve customer complaints or escalations related to missing, damaged, or incorrect shipments with a solution-oriented approach.

• Serve as a dedicated Customer Success resource for the Medical Sales team while remaining aligned with Customer Success standards and workflows.
• Act as the in-office support contact for a remote, frequently traveling sales team.
• Support Business Development Managers and Clinical Trainers with order entry, order status updates, and shipping confirmations.
• Assist with account creation, documentation, and maintenance to ensure sales partners can focus on relationship-building and customer education.
• Coordinate logistics for trainings, backbar kits, opening orders, and replenishment schedules.
• Maintain clear, accurate documentation and standard operating procedures (SOPs) to support consistency and efficiency across teams

• Create, update, and maintain accurate customer and account records across internal systems
• Ensure order details, customer notes, and communication history are properly documented
• Collaborate with Accounting, Operations, and 3PL partners to support accurate order processing and issue resolution
• Provide occasional, as-requested reporting support by pulling pre-existing sales, account, or order reports to support visibility and accuracy
  
  Assist with basic data review or organization to support timely customer follow-up and internal alignment
• Support sales initiatives such as product launches, promotions, or national account rollouts by helping communicate product availability, timelines, or ordering details to customers and internal partners
• Partner cross-functionally to ensure consistent, accurate information is shared with customers regarding inventory updates, launches, or program…