Customer Service Representative

Applicants must be able to work EST Hours

COMPANY BACKGROUND
The Mom Project is excited to partner with a skincare line that for over a century, has been a pioneering force in skincare, rooted in the principles of biodynamic agriculture. Our time-honored approach allows us to create meticulously crafted skincare products that harness the full power of nature & science. We are dedicated to purifying and protecting your skin. In fact, Skin Food has been a cult favorite since 1926 – used and loved by celebrities, makeup artists, and everyday individuals alike.

We pride ourselves on using precious ingredients sourced from our global gardens and trusted partners. Our commitment to excellence is reflected in the high-quality plant oils, natural extracts, and essential oils we use to create personal care products that are both kind to your skin and the environment. We offer a diverse range of products, including Body Care, Face Care, Baby & Mom, Personal Care, Oral Care, and Deodorant, with a particular emphasis on Body and Face care. As a NATRUE Certified and B Corp Certified company, we are dedicated to upholding the highest standards of social and environmental
responsibility, believing firmly in the harmonious balance of people, planet, and profit. We stand by our strong commitment that is consistent across all our products:
Our fragrances are from natural essential oils and plant extracts. We are paraben, phthalate, synthetic preservative, microplastic, dye and mineral oil free. Cruelty free. Dermatologist approved.
We are a privately held company hailing and founded in Germany since our inception in 1921.

Position Description
The Customer Service Representative plays a crucial role within the Marketing & Ecommerce team. This position is dedicated to overseeing customer service activities related to the cosmetics products, serving as the primary point of contact to answer consumer inquiries with the brand spirit in mind. The
ideal candidate will manage inquiries across various cross-platforms working work cross-functionally to solve consumer issues in a timely and thorough manner.
This role will be fully remove with applicants considered from all states and expected to work with the Eastern Time zone (EST).
Headquartered just 20mi north of NYC, in Irvington, NY. NA prides itself as being an Equal Employment Opportunity Employer. We believe that diversity is a fundamental strength and a key driver of our success. By embracing and leveraging our diverse perspectives, we are able to deliver exceptional experiences to our ever-evolving clientele and build a stronger future
together.

Specific Responsibilities:
Lead Consumer Responses & Inquiries

• Responsible for providing relevant responses to consumer inquiries
• Inquiries to be observed through via various digital platforms including but not limited to:
  • Email (general inbox)
  • Bazaarvoice (syndicated questions across retail platforms)
  • Amazon (seller central for specific product-related questions and order-related issues)
  • Pure Play (various online retailer accounts where consumer inquiries are funneled to the brand)
• Form responses and manage outreach when we receives positive and/or adverse reviews, or direct consumer inquires, utilizing company established protocol
• Maintain and manage all FAQs to assist with new product innovation outreach and reactive responses Wholesale & Sales Team Consumer Liaison
• Responsible for updating and inputting all manual product orders for small and/or new accounts in Wholesale Order Portal
• Communication with cross-functional partners based on consumer inquiries and share with larger team [ie: good ideas from consumers for new innovation or pack sizes inspire our future pipeline]
• Collaborate cross-functionally with marketing, ecommerce, finance, legal and external PR agency
• Provide proactive recommendations for appropriate consumer responses

Necessary Skills & Prior Experience

• Minimum 2+ years working in customer service
• Personal care & beauty experience a plus
• Familiar with the requirements for product support
• Proactive problem solver with the ability to drive and adapt quickly to an ever-evolving culture
• Highly detail oriented
• Strong communication, organization, and time management skills
• Superior written and oral communication skills
• A high level of energy, self-motivated with a go-getter approach
• Proficient in Microsoft Office Word, Excel, PowerPoint, Outlook, and SharePoint

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Candidates applying for this role are required to have US residency at the time of application.