Job Overview

Customer Service is responsible for the overall satisfaction of Tweezerman, Private Label and QVS brands. Providing superior customer service in a highly professional and courteous manner to customers and consumers, building long-term relationships and promoting product knowledge are the primary goals of the department. 

The Customer Service Specialist serves as the primary point of contact for assigned customer accounts, ensuring exceptional service throughout the entire order lifecycle. This role is responsible for processing customer orders, managing order fulfillment, resolving issues proactively, and collaborating with cross-functional teams to deliver accurate, timely, and efficient service. The ideal candidate demonstrates strong attention to detail, critical thinking, excellent communication skills, and a commitment to customer satisfaction.

Duties and Responsibilities

Customer Order Management

• Process customer orders received from Key Accounts and Sales Representatives via email and EDI.
• Enter and process internal sample orders, ensuring all required approvals and account information are accurate.
• Manage customer orders from receipt through invoicing, ensuring maximum OTIF performance.
• Manage delivery date revisions and communicate schedule changes to customers and internal teams as needed.
• Review orders to ensure appropriate product assortments, displays, pricing, and product mix based on customer requirements.

Customer Service & Relationship Management

• Serve as the primary contact for assigned customer accounts, providing professional, responsive, and solution-oriented service.
• Answer incoming calls and respond to customer inquiries in a timely and professional manner.
• Build and maintain high service levels for customers by understanding their business needs, routing requirements, and expectations.
• Communicate order status, shipment updates, and invoicing information to ensure seamless customer experience.

Order Resolution & Problem Solving

• Verify product availability, pricing, ship dates and order accuracy before processing.
• Identify and resolve order-related issues, including EDI errors, pricing discrepancies, case pack issues, allocation concerns, and journal adjustments.
• Investigate billing discrepancies, returns, and customer claims; issue Return Goods Authorizations (RGAs) and approved customer credits.
• Use sound judgment and critical thinking to resolve issues independently, escalating those requiring management approval with clear recommendations.

Cross-Functional Collaboration

• Support Sales and Marketing initiatives by providing excellent customer support and supplying product samples as requested.
• Coordinate with Supply Chain, Planning, and Warehouse to ensure best service level and OTIF performance.
• Work with internal and 3PL team to troubleshoot order process issues.
• Maintain a strong understanding of product assortments, technical product specifications, pricing, new product launches, holiday collections, and limited-edition offerings.

Administrative Responsibilities

• Process and integrate EDI orders.
• Distribute daily EDI sales reports to Supply Chain, Sales, Finance, and Fulfillment teams.

• Maintain and update accurate customer records, including but not limiting to: contact information, addresses, and item cross-reference within D365 and DM EDI.

• Distribute invoices and supporting documentation to customers, sales reps, or warehouse upon request.
• Perform additional duties and special projects as assigned.

Qualifications

• High School Graduate
• Minimum 3-5 Years of related experience required with a minimum of 2 years of customer service experience required
• Working knowledge of Microsoft Office (Excel (i.e. Pivot tables, Vlookup, Word, Outlook) 
• Accurate typing, Calculator, basic math skills
• Excellent communication (verbal & written) & interpersonal skills 
• Must be familiar working with customer routing guides
• Patience and ability to work with diverse personalities 
• Excellent organizational skills and ability to multi-task
• Able to work under pressure
• Detail oriented with excellent follow-up skills 
• Solid understanding of customer service and OTIF
• Outstanding research and problem-solving skills
• Experience with D365 or EDI is a plus

Physical Requirements

This position requires prolonged periods of sitting at a desk in front of a computer. It involves finger and wrist dexterity with repetitive motion.

What do we offer?

Tweezerman does more than provide quality beauty and grooming tools; it is a place that prides itself on being innovative and offers a truly collaborative work environment. We want our employees to feel that they are working to their fullest potential. We have modern offices and a hybrid schedule for eligible positions. Our outstanding benefits package includes but is not limited to medical, dental, vision, 401(k) with employer match, and a competitive PTO plan. Rated among Long Islands Top Workplaces four years and counting, take a peek at what we have to offer by visiting www.tweezerman.com/opportunities.

The expected base salary for this position is estimated. Exact salary depends on several factors such as experience, skills, education, budget, and location. In addition to base salary, this position is eligible for participation in our competitive bonus program with the possibility of overachievement based on performance and company results, as well as participation in the company's profit-sharing program.

Tweezerman International, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment with Tweezerman without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. This job description is not intended to represent a complete, comprehensive list of all duties and responsibilities that may be required in this position. There may be unplanned activities and other duties as assigned.

HYBRID 3 days in office, 2 days remote. Mon - Thurs: 8:30am to 5:30pm, Friday: 8:30am to 12:30pm *schedule subject to change based on business needs*