E-commerce and Wholesale Customer Success Lead

**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**
- 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**:
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: In person