POSITION: Customer Care representative DEPARTMENT: Sub-Distribution REPORTS TO: Manager, Customer Service LOCATION: St. Petersburg, FL (SalonCentric NOC) Job Summary: Provides premier service directly to a diverse group of Sub-Distributors & Beauty schools utilizing the portfolio of L’Oreal Professional Product brands and partner brands represented by SalonCentric. Duties and Responsibilities: • Directly interacts with account owners and managers, utilizing sales force/email and phones to perform product inquiries, order entry processing and mitigate challenges. • Research issues and brings resolution to complex situations using sound judgment and excellent follow?through within established authority level using guidelines for service policy and following procedure. • Manages releasing service blocks, grouping orders and promotional deployment. • Communicates cross functionally with internal and external departments regarding risk and opportunity to service level. • Performs complete order management, including cancellation and creation. • Negotiate timeframes for deliverables and when appropriate, escalate issues to ensure timeframes are met. • Developing good relationship with customers throughout the organization including the top management level • Investigate, analyze, and resolve client issues. • Maintain, grow, and optimize existing accounts for revenue through discovery, communication, and rapport building. • Provide technical expertise, guidance, and training with clients. • Main contact for all stores. Including customer requests regarding logistical issues or promotional matters • Manages and researches any Account Challenges while coordinating with the Distribution Centers and Credit Department. • Processes Salesforce cases regarding pricing, shipping, shortage, and overage errors. • Tracking shipments from the Distribution Center to the Sub- Distributor. • Strong moral character provides added value to services performed accurately and in a timely manner. • Performs inside sales or telemarketing style functions as needed to support key launches and promotions. • Monitors inventory availability in multiple Distribution Centers and executes a change of shipping assignment to complete orders as needed. Requirements: • At least 1-3 years of demonstrated excellence in a customer service role. • Excellent computer skills using Microsoft Office and performing data entry. • Exemplary oral and written communication skills, including outstanding telephone manner. • Sound judgment and ability to make independent decisions within department protocols and appropriate level of authority. • Ability to handle a high volume of inquiries and challenging issues with tact and professionalism. • Ability to handle multiple tasks at one time with a high attention to detail. • Skilled at suggestive selling and providing alternative solutions to accounts. • Ability to work overtime when required.