E-commerce and Wholesale Customer Success Lead - Skincare

About Us: Om Organics is a leading skincare company dedicated to providing high-quality, effective skincare products. We pride ourselves on delivering exceptional customer experiences and fostering long-term relationships with our clients. We are looking for a passionate, customer-focused E-commerce and Wholesale Customer Success Lead to join our growing team. Position Overview: As the E-commerce and Wholesale Customer Success Lead, you will be the primary point of contact for our e-commerce customers and wholesale accounts. This role is a blend of customer service, account management, and product training. You will work closely with both our e-commerce and wholesale teams to ensure that our customers receive an exceptional experience at every touchpoint. Your responsibilities will include providing top-tier customer service, managing wholesale accounts, and leading training initiatives for our wholesale partners. Key Responsibilities: Customer Service & Support • Respond to customer inquiries via email and live chat in a timely, professional, and effective manner. • Be available during designated hours to assist customers via live chat, offering real-time solutions and maintaining high-quality service. • Go above and beyond to ensure customer satisfaction by resolving issues, offering solutions, and providing personalized recommendations. • Offer expert product recommendations based on customer needs, preferences, and purchasing history to increase satisfaction and sales. • Follow up on customer inquiries, ensuring timely resolution and providing updates when necessary. Escalate issues as needed. E-commerce & Account Management • Navigate and manage customer accounts across multiple e-commerce platforms, making order adjustments, tracking orders, and assisting with returns. • Work closely with the fulfillment team to address customer needs, resolve order discrepancies, and ensure timely product delivery. Wholesale Account Management & Training • Act as the primary point of contact for key wholesale accounts, maintaining strong relationships and ensuring consistent communication. • Lead training sessions for wholesale customers to ensure they have comprehensive product knowledge and understand how to utilize e-commerce platforms effectively. • Visit wholesale locations periodically to ensure visual merchandising standards are met and provide product knowledge support. Product Knowledge & Continuous Improvement • Stay informed about the latest skincare trends, product ingredients, and industry updates to enhance customer service and product recommendations. • Collect feedback from customers and wholesale clients to identify areas for improvement in product offerings, customer service, and training materials. • Update product manuals, FAQs, and training resources to ensure all materials remain accurate and relevant. Collaboration & Marketing Alignment • Work closely with the marketing team to stay aligned on current and upcoming promotions. Ensure timely and accurate communication of these promotions to customers and wholesale clients. Education & Experience Requirements: • Bachelor’s degree in Communications, Business, Marketing, or a related field (preferred). • High school diploma or equivalent (required, with preference for additional certifications in customer service, e-commerce, or sales). • 2-4 years of experience in customer service, e-commerce, retail, or beauty/skincare industries. • Prior experience working with wholesale clients or distributors in the skincare or beauty industry is a plus. • Strong understanding of the skincare industry, product ingredients, and skincare trends is highly desirable. • Experience with visual merchandising for skincare brands or beauty products is a plus. • Familiarity with e-commerce platforms and CRM software is a plus. Why Join Us? • Competitive salary and benefits. • Opportunity to work with a passionate team in the growing skincare industry. • A collaborative and supportive work environment where your contributions are valued. How to Apply: If you're passionate about customer service, e-commerce, and skincare, we'd love to hear from you! Please submit your resume and a cover letter detailing your relevant experience to kari@omskin.com. Job Type: Full-time Pay: $55,000.00-$85,000.00 per year Benefits: • Casual dress • Dental care • Extended health care • Life insurance • Paid time off • Store discount • Vision care • Work from home Schedule: • Monday to Friday Work Location: Remote