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Customer Relationship Specialist (B2b) - West

Remote (United States)

#KeepGrowing with Nutrafol

We’re a growing company. Everything we do, we do to help people grow into the best version of themselves. As the pioneers of hair wellness, we create clinically tested products for hair growth and provide support for people at every step of their hair journey.

Our multi-factorial approach targets key root causes of hair thinning using a patented blend of standardized vitamins, minerals and natural ingredients -- and is recommended by over 7,500 physicians and hair professionals for trusted, reliable results. We never settle, and are continuously challenging existing treatments and methodologies to advance the frontier of hair science. As we help our customers grow, we grow too -- by embracing individuality and differences, leading by example, and empowering ourselves and others with our passion for wellness and innovation.

Keep growing. It’s our mantra. Our commitment to helping anybody and everybody committed to realizing their own potential to grow.

About You

We are seeking a highly motivated and dynamic Customer Relationship Specialist - West to join our team. This role does require you to be based in the Pacific/Mountain times zones based on business needs. 

In this role, you will be responsible for providing our customers with an exceptional end to end experience. The top priority will be providing a high level of customer service & support to our professional partners. The ideal candidate will have excellent communication skills, experience in providing remote customer service, and a deep understanding of operational efficiency. This is an excellent opportunity for a highly professional and skilled candidate to join our collaborative team.

Responsibilities

  • Provide superior customer service and perform operational related duties with a high degree of professionalism, responsiveness & customer-centric focus.
  • Respond to and distribute customer inquiries from potential customers via phone & email.
  • Place in bound orders and pending orders on behalf of the Business Development Manager.
  • Work in tandem with the Business Development Manager to address any customer needs and concerns.
  • Triage and distribute inbound emails and phone calls to the appropriate point of contact.
  • Provide appropriate responses and resolution to customer inquiries and feedback.
  • Build relationships to ensure customer satisfaction and professional customer support.
  • Follow communication procedures, guidelines, and policies.
  • Manage the Growth Partner Platform onboarding process for partners and provide support for orders placed on the platform.
  • Utilize SFDC daily to track pertinent information and input daily communication.
  • Keep accurate and up-to-date records of customer interactions and sales activity.
  • Collaborating with BDMs to identify opportunities for growth and engagement in current accounts which will contribute to maximizing revenue growth in each territory.
  • Handle day to day operational responsibilities for each territory, including order cancellations, reships, damaged product replacement, customer requests for invoices, and provide customer support as needed in conjunction with the BDM.
  • Take ownership of account interactions from beginning to end.

Requirements

  • 3+ years of experience in a call center or customer experience role with a background in sales
  • Previous experience developing and managing market channel relationships
  • Previous experience with SFDC (Salesforce.com), Shopify, Shipmonk, or other related platforms
  • Strong customer service skills and a customer-focused approach
  • A positive attitude and a willingness to learn and adapt
  • Must have the ability to exercise initiative 
  • Ability to multitask, prioritize, and manage time effectively
  • The ideal candidate should be comfortable working in a fast-paced environment
  • Exceptional verbal and written communication. Proficient in Microsoft Office applications
  • Proven track record of providing exceptional customer service
  • Aesthetic industry experience preferred
Nutrafol takes into consideration a wide range of factors in final compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

Salary Range:

$55,000 - $55,000 USD

Perks & Benefits

  • Fully remote work experience
  • Comprehensive medical, dental, and vision package, including FSA program
  • 401K with 50% match
  • Quarterly Bonus Program
  • Flexible PTO
  • Two company-wide wellness breaks every day
  • Free lunch on us every Tuesday and Thursday via Seamless/Grubhub
  • Monthly wellness stipend
  • Monthly internet stipend
  • Monthly cell phone stipend
  • Annual learning & development stipend
  • Wellness Program, including virtual Wellness Sessions & No-Meeting Wednesdays
  • Free meditation app membership (Headspace)
  • Free Nutrafol subscription
  • Pet insurance and benefit programs

 

California residents may review our CCPA notice here. 

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