Customer Service Representative - Retail and National Accounts

Overview

Customer Service Representative - Retail and National Accounts role at Pierre Fabre Laboratories. This range is provided by Pierre Fabre Laboratories. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range: $60,000.00/yr - $75,000.00/yr

Pierre Fabre is the 2nd largest dermo-cosmetics laboratory in the world and the 2nd largest private French pharmaceutical group. We are a leading multinational specialty healthcare company that researches, develops, manufacturers and commercializes pharmaceuticals and OTCs. We design and develop innovative solutions that contribute to well-being, by collaborating with health care professionals, drawing inspiration from nature, and placing pharmaceutical ethics at the heart of our operations.

Join Pierre Fabre USA to make a real impact in people s lives. We act as entrepreneurs and pursue purpose and performance.

Summary:

Pierre Fabre USA is seeking an omnichannel Customer Service Representative - Retail and National Accounts for our retail accounts. The ideal candidate will manage all aspects of order fulfillment and vendor compliance to ensure client satisfaction and long-term partnerships. Experience with order fulfillment for National Accounts including Amazon, Target, Walgreens, CVS, and Ulta is preferred. This role reports to the Associate Director, Customer Experience and Retail Management and supports excellent service to maximize customer satisfaction.

• Account Management:
• Serve as a primary point of contact within customer experience for National Accounts and B2B customers
• Develop and maintain strong relationships with internal and external stakeholders
• Own customer issues and drive resolution
• Maintain an orderly workflow according to priorities
• Manage the order fulfillment process from start to finish, including manual order entry and data integrity checks on EDI orders
• Provide timely follow up related to order fulfillment
• Process order notifications in internal systems and customer portals to fulfill retailer requirements
• Validate inventory availability and communicate with sales, data operations, supply chain, and customers
• Convey account-specific instructions and coordinate with 3PL team members
• Develop expertise with Pierre Fabre systems and customer portals related to order fulfillment
• Document processes and cross-train with Customer Support team members

• Customer Satisfaction:
• Monitor customer satisfaction metrics for National Accounts
• Address issues promptly and strive to exceed expectations
• Adapt to business needs and tailor services to each account
• Review Retailer Guides to meet account requirements
• Monitor and manage chargebacks with merchants; maintain records for disputes
• Analyze chargebacks to identify corrective actions and reduce errors
• Collaborate with internal teams to prevent issues and improve processes
• Participate in merchant trainings to stay compliant with changing requirements

• Performance Management:
• Analyze supply chain data to identify trends and improvement opportunities
• Generate reports and dashboards for stakeholders
• Utilize Zendesk Workforce Management to improve individual and team efficiency

• Cross-Functional Collaboration:
• Collaborate with Sales, Demand Planning, Data Operations and Logistics on joint plans
• Partner with IT on automation to improve order accuracy
• Demonstrate strong customer service and client-facing communication
• Display initiative, prioritization, and multi-tasking abilities
• Maintain attention to detail and KPI-driven mindset
• Think strategically and demonstrate leadership when appropriate
• Show advanced troubleshooting and multitasking skills

• Bachelor’s degree in business administration, marketing, or related field
• National Account experience with accounts such as Target, Amazon, Walgreens, CVS, Ulta, or similar
• Proven experience in customer service management, preferably in a retail CPG environment
• Strong understanding of retail industry trends
• Excellent communication and interpersonal skills; ability to build rapport and negotiate with clients
• Ability to work independently and collaboratively
• Analytical mindset with…