Pierre Fabre Laboratories
Customer Service Representative - Retail and National Accounts
Pierre Fabre Laboratories, Secaucus, New Jersey, us, 07094
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.
Responsibilities
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
Required Education and Experience
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 data-driven decision-making
Proven track record of driving customer satisfaction and business objectives
Experience with ERPs (Dynamics or SAP), Zendesk or similar CX platforms, retailer platforms
Work Environment / Physical Demands / Hours
Based in Secaucus, NJ with a hybrid work option (2 days per week remote)
Clerical/office setting; largely sedentary with occasional lifting of materials and movement as needed
Hours: 8:30 a.m. – 5:00 p.m. Monday through Friday
Reasonable accommodations available for individuals with disabilities
Compensation and Benefits
Salary Range: $60,000 – $75,000
Eligible for bonus, commission, or incentive programs in addition to base pay
Comprehensive benefits: medical, dental, vision, voluntary benefits, 401(k), generous PTO, holidays, parental leave
Employee discounts, professional development, and wellness programs
Forbes recognition as one of World\'s Best Employers (3rd year)
Equal Employment Opportunity Pierre Fabre is an equal employment opportunity employer and does not discriminate on the basis of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or any other class protected by state or federal law.
Additional Seniority level: Associate
Employment type: Full-time
Job function: Project Management, Administrative, and Customer Service
Industries: Personal Care Product Manufacturing
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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.
Responsibilities
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
Required Education and Experience
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 data-driven decision-making
Proven track record of driving customer satisfaction and business objectives
Experience with ERPs (Dynamics or SAP), Zendesk or similar CX platforms, retailer platforms
Work Environment / Physical Demands / Hours
Based in Secaucus, NJ with a hybrid work option (2 days per week remote)
Clerical/office setting; largely sedentary with occasional lifting of materials and movement as needed
Hours: 8:30 a.m. – 5:00 p.m. Monday through Friday
Reasonable accommodations available for individuals with disabilities
Compensation and Benefits
Salary Range: $60,000 – $75,000
Eligible for bonus, commission, or incentive programs in addition to base pay
Comprehensive benefits: medical, dental, vision, voluntary benefits, 401(k), generous PTO, holidays, parental leave
Employee discounts, professional development, and wellness programs
Forbes recognition as one of World\'s Best Employers (3rd year)
Equal Employment Opportunity Pierre Fabre is an equal employment opportunity employer and does not discriminate on the basis of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or any other class protected by state or federal law.
Additional Seniority level: Associate
Employment type: Full-time
Job function: Project Management, Administrative, and Customer Service
Industries: Personal Care Product Manufacturing
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