Company Overview:

Tru Fragrance & Beauty is a team of brand creators, a partner for retailers, and a residency for founders and young beauty brands. We have fifty plus years’ experience in the vast fragrance, beauty and wellness space, delivering paramount creative capabilities, category management and logistical excellence. Each year we bring hundreds of innovative, profitable products to market with our diverse retail and brand global partners including Sephora, Target, Ulta, Lake & Skye, Undone Beauty, American Eagle, Urban Outfitters, and Marks & Spencer among others.

Our unmatched infrastructure allows us to craft and execute data-driven strategies as unique as each client, providing in-house services within ideation, global operations, retail and brand strategy, brand marketing, data intelligence, e-commerce and funding and portfolio management. Our team of in-house experts are extensions of our retail and brand partners, navigating the ever-evolving industry as one.

In addition to headquarters in New York and Chicago, our elite team of over 100 is located in satellite offices in Los Angeles, San Francisco, Dallas, Boston, Miami, and London.

Create opportunity. Produce excellence. Scale smart. Design the future.

Position Overview:

Title: Customer Care Representative

Location: Willowbrook, IL

Type: Full-time (4-5 days/week in-office)

We are looking for an individual that wants to excel in customer service and the opportunity to work with dynamic, energetic people in the fast-paced world of Beauty. This industry follows the trends of fashion, and therefore requires a person that wants to learn about both fragrance and fashion. The ideal candidate may be an individual with a few years of customer service work experience. We are looking for a talented professional that is willing to learn our business model. In our dynamic organization, there are many opportunities to take initiative and get involved in various aspects of the business. While this position affords a high degree of autonomy, it also offers great support and development from other team members and resources.

Key Responsibilities:

• Receives, enters, processes, and reconciles customer orders through the web, phone and other communication means.
• Willingness to learn and navigate numerous complex systems required by our private label customers to process orders.
• Directs requests and unresolved issues to the required internal resources and follows up until the matters have been resolved.
• Oversees all Ecommerce (Amazon and Shopify) sites to ensure our IMap policy is being followed.
• Update and maintain our customer support platform, Gorgias, by adding/editing templates and reporting monthly numbers.
• Handles customer issues (e.g., damages, credits, returns), which requires clear, coherent communication and consistent follow-up.
• Communicates and coordinates with internal departments to provide superior customer service.
• Provides status updates to client management team members (i.e., AE’s, senior management).
• Maintains and updates customer information in database.
• Works with the Production and Finance teams to create PICK tickets and validate payments.
• Develops and maintains positive relationships with direct customers, retail buyers and their assistants.
• Oversees website by ensuring Shopify reflects all the correct information, new products, images, and descriptions.
• Performs other department duties as needed and directed by the department Manager.

Skills & Requirement(s):

• Knowledge and experience with customer service principles and practices.
• Working knowledge of the Microsoft Office Suite (e.g., Word, Excel, PowerPoint, etc.).
• Interest in fashion, fragrance, and personal care products.
• Strong attention to detail in follow-up, communication, and planning.
• Ability and willingness to learn new things, including becoming proficient with our ERP system (NetSuite).
• Self-starter with the willingness to take the initiative and seize opportunities.
• Willingness and desire to be part of a highly motivated, passionate team.
• Ability to be customer focused and to help ensure that the organization fulfills its mission of providing unmatched customer service.
• Ability to exercise good business judgment and develop constructive solutions.
• Full understanding of the team concept combined with individual accountability in a fast paced and dynamic environment.
• Ability to write effectively, including via email, which requires thoughtful, non-dramatic expression.
• Excellent communication skills, including the ability to work with different types of people, while creating and maintaining cooperative relationships across the organization.
• Willingness to accept appropriately coached criticism without defensiveness.