Job Details

Customer Operations Specialist

Who We Are

Everyone has their own journey. For Greg and Joanne Starkman, their path was illuminated by their love for family, health and beauty for people and the planet. When the seasoned beauty professionals were learning to navigate busy careers and raising a family with a special-needs daughter, the most memorable advice they received was, “trust your inner sense."

Fueled by passion, personal purpose and a call to service, the visionary couple founded Innersense Organic Beauty in 2005, bringing the highest quality organic ingredients and pure actives to professional hair care.

Innersense Organic Beauty is an award-winning global leader in hair care with a complete range of safe, sustainable, and cruelty-free products that deliver pure performance and salon-quality results. As a B-Corp certified company, Innersense is committed to a path of integrity, transparency and wellbeing for people and the planet.

Customer Operations Specialist

The Innersense Customer Operations Specialist is the first point of contact with our customers and business partners, and ensures a seamless workflow within the organization. The successful applicant is professional, has a positive attitude, and will foster a culture of connection within the company.

This position requires someone who is highly skilled, focused, and detail-oriented while approaching challenges with curiosity and determination. This person is responsible for developing and managing administrative systems in a growing and fast-paced environment. This person has strong written and verbal communication skills, enjoys interacting with customers, and will tenaciously pursue amicable resolution of customer service matters.

We are seeking an individual who supports and values change, and will develop new processes as well as analyze the feasibility of existing processes with enthusiasm. The right person will be passionate about caring for our rapidly-growing customer base and expanding group of business affiliates while aligning themselves with and carrying out the core values of our company.

If this is you, we'd love to hear from you!

Responsibilities:

• Ensure smooth and efficient office operations and business workflow
• Care for customers: answer customer phone calls, and respond to emails in a timely manner
• Work with warehouse staff to prioritize shipments and manage inventory
• Input customer orders and process credit card payments
• Use NetSuite and work in tandem with Accounting staff
• Execute end of day procedures and send sales report to owners
• Manage additional projects and tasks as directed
• Other duties as assigned

Team Responsibilities:

• Update NetSuite weekly and complete tasks by set deadlines.
• Identify gaps and areas for improvement, find solutions to increase productivity and campaign quality
• Determine areas for professional development monthly.
• Embody corporate Mission, Vision & Values.
• Work collaboratively with sales, marketing, education, and operations teams as needed.
• Other duties as assigned.

Skills and Requirements:

• 3+ years of customer service experience
• Excellent written and verbal communication skills
• Must be a big picture thinker with the ability to analyze and improve upon existing systems as well as develop new systems and processes to support workflow, quality teamwork, and has the ability to see the big picture
• Has a basic understanding of accounting principles
• Must have excellent organizational skills, attention to detail, and the ability to multi-task and manage a variety of projects simultaneously in a fast-paced environment
• Able to handle customer care situations calmly and efficiently
• Embraces feedback, accepts constructive criticism with grace, and understands the importance of continually striving for improvement

This is a regular, full-time, hourly, in-office position located at our headquarters in Concord, California.

You must be available to work during business hours: Monday – Friday, 8:30-5:00P PST and may occasionally require extended hours during weekdays and weekends.

Target Salary Based on Experience

The standard range for this position is $25-$30 per hour.

Compensation offered will be determined by factors such level, job-related knowledge, skills, experience, and competitive bonus achievement. Certain roles may be eligible for variable compensation and benefits.

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Innersense Organic Beauty offers a generous benefits package that includes: Competitive Compensation, Medical, Dental, Vision, Parental Leave, Flexible Spending Accounts, 401k program with match, Paid Time Off (including holidays and Volunteer Days) for all eligible employees. Applicants must be at least 18 years old to apply.

Innersense Organic Beauty is an equal opportunity employer. We value a culture of inclusion and diversity within our workforce and are committed to maintaining a workplace free from prohibited employment conduct, including discrimination or harassment based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, race, and any other characteristic protected by State and Federal law.

We thank you for your interest in a career opportunity with Innersense Organic Beauty. Due to high volume, only those applicants selected for an interview will be contacted.