Customer Service Representative, Retail and National Accounts

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**** Your mission
**** Pierre Fabre USA is seeking a dynamic and experienced omnichannel customer service professional to fulfill our role as Customer Service Representative, Retail and National Accounts for our retail accounts. The ideal candidate will be responsible for managing all aspects of order fulfillment and vendor compliance ensuring client satisfaction and fostering long-term partnerships.  In addition, the ideal candidate will have experience working order fulfillment with some of our National Accounts including Amazon, Target, Walgreens, CVS, and Ulta.

This role will report to the Associate Director, Customer Experience and Retail Management and will be a key stakeholder in providing excellent service to ensure maximum customer satisfaction.
** Responsibilities:
** Account Management:
* Serve as one of the primary points of contact within customer experience for National Accounts and B2B customers
* Develop and maintain strong relationships with internal and external key stakeholders
* Take ownership of customers’ issues and follow problems through to resolution
* Maintain an orderly workflow according to priorities
* Other responsibilities as required by the business

Order Fulfillment:
* Manage the order fulfillment process from start to finish including manual order entry and careful review all data fields in EDI orders for data integrity and discrepancies
* Provide meticulous, time-sensitive follow up related to order fulfillment
* Work within internal systems and customer portals to accurately process order notifications as required to fulfill retailer requirements including manual entry and careful review of EDI notifications
* Validate inventory availability and foster strong communication with sales, data operations, supply chain team and customers to proactively manage order fulfillment
* Ensure efficient communication of account-specific instructions and maintain follow-through with 3PL team members
* Develop expertise with Pierre Fabre systems, customer portals, and other platforms related to order fulfillment
* Document processes and cross-train with dedicated Customer Support team members to avoid disruptions in service

Customer Satisfaction:
* Monitor customer satisfaction metrics and feedback from National Accounts
* Proactively address any issues or concerns raised by clients and work to quickly resolve them to maintain high levels of satisfaction
* Implement strategies to continuously improve customer experience and exceed expectations
* Adapt to business needs as necessary

Vendor Compliance:
* Review Retailer Guides to understand the unique requirements of each account and tailor services to meet their requirements
* Continuously monitor chargebacks with merchants, maintain and improve record-keeping systems to provide more leverage during disputes
* Compile data to evaluate the causes of chargebacks, define corrective action, and improve processes to minimize errors
* Collaborate with internal team members to proactively prevent future issues
* Attend merchant training sessions and seminars to boost compliance and stay up-to-date on changing requirements; connect with various parties throughout the supply chain

Performance Management:
* Conduct regular analysis of supply chain data to identify trends, root causes of issues, and opportunities for improvement
* Generate reports and dashboards to communicate performance metrics and insights to internal and external stakeholders
* Work within Zendesk Workforce Management to ensure individual and team efficiencies

Cross-Functional Collaboration:

* Collaborate with cross-functional teams including Sales, Demand Planning, Data Operations and Logistics to develop joint business plans and strategies
* Partner with IT for automation initiatives that will assist in ensuring clean orders as close to 100% as possible
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* Competencies:

*** Strong customer service and client-facing communication skills
* Strong oral and written communication skills to deal with customers as well as interpersonal and team-oriented capabilities
* High responsiveness, excellent organizational skills and ability to prioritize, multi tasks
* KPI driven minded
* Ability to think…