Customer Service Rep - White Glove

Job description

POSITION:               Customer Service Representative - White Glove

DEPARTMENT:       Customer Care

REPORTS TO:         Customer Service Supervisor

LOCATION:              St. Petersburg, FL (SalonCentric NOC)

 

Job Summary:

The role of the Prestige Representative is to partner with and ensure the long-term success of our customers, managing relationships with a designated portfolio ranging from one million to multi-million dollar revenue customers.

 

Provides comprehensive customer service directly to a diverse group of assigned salon and salon chain accounts utilizing the portfolio of L’Oreal Professional Product brands and partner brands represented by SalonCentric. 

 

In this role, you will develop long-term relationships with your portfolio of assigned customers, connecting with key business partners and stakeholders.  White Glove Representatives will liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs.

 

 

Position Responsibilities: 

·  Operate as the lead point of contact for any and all matters specific to your customers
·  Build and maintain strong, long-lasting customer relationships
·  Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
·  Ensure the timely and successful delivery of our solutions according to customer needs and objectives
·  Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
·  Forecast and track key account metrics
·  Identify and grow opportunities within assigned customers and collaborate with sales teams to ensure growth attainment
·  Assist with high severity requests or issue escalations as needed.
·  Responsible for direct interaction with assigned customer accounts and sales force to perform product inquiries, order entry processing and control. 
·  Researches issues and brings resolution to complex situations using sound judgment and excellent follow-through ability within established authority level and guidelines for customer service policy and procedure. 

 

Requirements:

·  Demonstrated ability to communicate, present effectively at all levels of the organization, including sales leadership.
·  Experience in delivering client-focused solutions based on customer needs
·  Proven ability to manage multiple projects at a time while paying strict attention to detail
·  Excellent listening, negotiation and presentation skills
·  Excellent verbal and written communications skills
·  Skilled at suggestive selling and providing alternative solutions to accounts.
·  Ability to work overtime when required.
·  Outstanding telephone and interpersonal skills.
·  Exemplary oral and written communication skills. Must possess good judgment and ability to make independent decisions within department protocols.
·  Demonstrates an enthusiasm and interest for all assigned brands.
·  Excellent computer skills using Microsoft Office software
·  Data Entry experience required.
·  Able to handle deadlines daily, inquiries and difficult issues with tact and professionalism.

 

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