Customer Support Specialist

Overview

OLAPLEX, a category-defining leader in prestige hair care, continuously seeks talented individuals to join in our mission to transform foundational hair health and deliver great hair days today, tomorrow, and for years to come. As the original bond builder, we are dedicated to fostering a culture that celebrates the bonds within our teams. OLAPLEX elevates individuals from all backgrounds with the belief that together we can unlock the full potential of science to extend the health, life, and beauty of hair for all.

We are looking for a qualified Customer Support Associate Manager responsible for the management of all International EDI/Wholesale/B2B orders as well as the tracking of sampling programs and allocations. The role requires close partnership with multiple teams (internal and external), acting as the main contact between Olaplex and our 3rd party warehouses, handling all communication, escalation, of any items/issues on a daily basis for all international customers.

The goal is to provide our customers with clear, consistent and solution-oriented support and communication.

• Manually enter orders for non-EDI customers, gratis, special promotions and other internal requests
• Review and release wholesale sales orders for processing to customers
• Communicate any required order changes or special instructions to the warehouse
• Communicate internally regarding expected shipping schedule. Ensure that orders are shipping within the required ship window/to be delivered by the required date
• Manage the flow of EDI based transactions, processing all aspects of EDI applying bulks to orders, resolving errors, reviewing daily EDI summary, set-up and testing
• Provide support for all customer related inquiries. Assist various internal departments in resolving any issues reported by customers
• Manage inventory allocations for product with limited availability/launches
• Manage the tracking of samples and notifying the internal team when there are issues with orders received
• Providing tracking and order status information to stakeholders where needed
• Review routing guides and vendor compliance manuals. Provide internal support to various internal departments related to EDI testing and new customer set up.
• Assist in researching and resolving vendor chargebacks when necessary
• Return authorization processes and communication
• Assist with special projects as needed

• 2+ years' progressive experience within customer support / operations environments
• Bachelor's degree preferred
• Attention to detail, organizational skills and proven communication expertise required
• B2B experience required
• EDI and Netsuite experience are preferred
• Has a sense of urgency in managing time and while accomplishing tasks
• Must have exceptional computer skills, including Excel, Access, and other Microsoft Office products
• Ideal candidate has beauty experience and/or passion and excitement for the beauty category

We'd love to have you apply, even if you don't feel you meet every single requirement. What's most important to us is finding authentic and accountable people who feel connected to our mission and values, not just candidates who check off all the boxes. We are looking for someone who will bring all their expertise, learn, and grow with us.

The annual base pay for this position is $50,000 - $60,000 with eligibility for an annual bonus. The actual base pay will vary based on factors such as qualifications, years of relevant experience, skill level, functional expertise, certificates or other professional licenses held and geographic location.

• Competitive compensation
• Work/Life Balance:
  Flexible paid time off, 11 paid holidays, and flexible work schedules
• Wellness:
  Company Contribution to Medical, Dental, and Vision Insurance for Employees and their Families, Company Paid Employee Life Insurance, Optional additional Life Insurance, and Short and Long-Term Disability Coverage Options
• Parental Leave:
  Up to 18 weeks for birthing-parents and up to 10 weeks for non-birthing new parents
• Financial Well-being:
  Roth and 401k plans: 100% match up to the first 4% and is immediately vested
• Professional Development Reimbursement…