Customer care specialist, Team Lead Milani Cosmetics

Job Description

<p><h3>Overview</h3><p>Reporting to the Customer Care Manager, this role also involves managing a small team of Customer Care Specialists. You’ll provide leadership, daily workload oversight, training, and performance support to drive team efficiency and service excellence. Strong communication, organizational, and problem-solving skills are essential to succeed in this position.</p><h3>Responsibilities</h3><ul><li>Champion service levels, ensuring a 95% Unit Fill Rate (UFR) or higher.</li><li>Review and correct incoming customer orders before processing in Sage ERP.</li><li>Generate pick sheets, labels, shipping documents, and schedule order pick-ups per customer and internal guidelines.</li><li>Coordinate with warehouse teams to prioritize and meet shipping deadlines.</li><li>Notify Sales and customers of potential delays or order issues.</li><li>Minimize shortages and generate timely short reports as required by customers.</li><li>Process invoices and transmit EDI files, ensuring accuracy and resolving invoice errors.</li><li>Manage workflow and ensure proper procedures across the support team.</li><li>Identify and recommend process and system improvements.</li><li>Provide coaching, training, and escalation support for Customer Care Representatives.</li><li>Interface regularly with Sales, co-packers, and retail partners (e.g., Walmart, Target, Ulta, CVS).</li><li>Handle credit memos, return authorizations, and customer complaints.</li><li>Support inquiries on order status and shipment updates.</li><li>Maintain full knowledge of Milani’s product line.</li><li>Perform other duties as assigned.</li></ul><h3>Qualifications</h3><ul><li>High School Diploma or GED required</li><li>Minimum 3 years of customer service experience with retail accounts</li><li>At least 2 years of team leadership experience preferred</li><li>Experience working with major retailers (e.g., Walmart, Target, Ulta, Walgreens, CVS)</li><li>Strong verbal and written communication skills</li><li>Proficient in Microsoft Excel, Word, Outlook</li><li>Working knowledge of ERP and EDI systems including Catalyst, Sage and TrueCommerce</li><li>Highly organized, detail-oriented, and able to multitask</li><li>Positive, empathetic, and team-oriented approach</li><li>High level of integrity and professional work ethic</li><li>Must be available to work onsite from Milani’s Vernon Offices Monday – Friday, 7am to 3:30pm</li></ul></p>
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