Customer Experience Specialist

Customer Experience Specialist

The Customer Experience Specialist serves as the primary point of contact for BRG Skin customers and retail partners. This is a consultative, relationship-driven role requiring complete product knowledge, polished communication, and a service instinct that reflects a luxury brand at every touchpoint.
Responsibilities include managing all inbound customer communications across phone, email, and digital channels with accuracy, care, and brand-appropriate tone; processing orders, returns, credits, and account inquiries efficiently and with full ownership of resolution; developing and maintaining expert-level knowledge of BRG Skin's product portfolio, including the science behind each formulation, to guide customers toward the right regimen; supporting partners and accounts with order management, sampling, marketing materials, and general account needs; collaborating with sales and marketing on growth opportunities, new account onboarding, and promotional initiatives; identifying and surfacing recurring customer feedback or operational patterns that could inform product, marketing, or logistics decisions; maintaining accurate documentation, order records, and reporting on a timely basis; and representing BRG Skin with professionalism, discretion, and integrity in every interaction.
Qualifications include 3+ years of customer service experience in luxury skincare, prestige beauty, or an adjacent field where brand and service standards are held to a high level; strong written and verbal communication skills; familiarity with skincare ingredients, routines, or the aesthetic wellness space is a meaningful advantage; experience with CRM platforms and order management systems required; and highly organized with the ability to manage competing priorities without sacrificing quality.
All your information will be kept confidential according to EEO guidelines.