Customer Relationship Specialist - East

Nutrafol is a company dedicated to helping people achieve their hair growth goals through clinically tested products and services. We are always looking for new ways to improve and expand our offerings, and we believe that our success is directly linked to the satisfaction of our customers.

About You

We are currently seeking a highly motivated and dynamic Customer Relationship Specialist to join our HCP team. This is a remote position based on the East Coast. The ideal candidate will have experience in customer service, call centers, or sales, and a strong background in aesthetics, dermatology, or healthcare.

Responsibilities

• Provide superior customer service and perform operational duties with professionalism, responsiveness, and a customer-centric focus.
• Respond to and distribute customer inquiries from potential customers via phone and email.
• Place in-bound orders and pending orders on behalf of the Business Development Manager.
• Triage and distribute inbound emails and phone calls to the appropriate point of contact.
• Provide appropriate responses and resolutions to customer inquiries and feedback.
• Build relationships to ensure customer satisfaction and professional customer support.
• Follow communication procedures, guidelines, and policies.
• Manage the Growth Partner Platform onboarding process for partners and provide support for orders placed on the platform.
• Utilize SFDC (Salesforce.com) daily to track pertinent information and input daily communication.
• Keep accurate and up-to-date records of customer interactions and sales activity.
• Collaborate with BDMs to identify opportunities for growth and engagement in current accounts which will contribute to maximizing revenue growth in each territory.
• Handle day-to-day operational responsibilities for each territory, including order cancellations, reships, damaged product replacements, customer requests for invoices, and provide customer support as needed in conjunction with the BDM.
• Take ownership of account interactions from beginning to end.

Requirements

• 2+ years of experience in a customer service, call center, account management, or sales position.
• Aesthetics, dermatology, or healthcare industry experience preferred.
• Previous experience developing and managing market channel relationships.
• Previous experience with SFDC (Salesforce.com), Shopify, Shipmonk, or other related platforms.
• You genuinely enjoy helping people and it shows in how you communicate.
• You bring a positive attitude and a willingness to learn and adapt.
• You take initiative and you don't wait to be told what's next.
• You can juggle multiple priorities without dropping the important ones.
• You thrive when things move fast and stay steady when priorities shift.
• Exceptional verbal and written communication and comfortability working in Microsoft Office and Google Workspace products.
• You've built strong customer relationships before, whether in a job, a volunteer role, or anywhere else people mattered to you.

Nutrafol offers a competitive compensation package, including a salary range of $55,000 - $65,000 USD per year, fully remote work experience, comprehensive medical, dental, and vision packages, a 401K with employer match, quarterly bonuses, and more. For more information about our company and our benefits, please visit our website.