POSITION TITLE: Senior, Account Concierge & Operations Support Specialist
REPORTS TO: Manager, Account Concierge & Operations Support
The Senior Account Concierge & Operations Support Specialist is a role focused on synergistic delivery of concierge-level customer service to external and internal customers as well as providing national and international sales support, process execution, and operational support activities. Additionally, the position will assist in developing & enhancing key Concierge processes, training Concierge team members, project coordination and execution. The position is based in the Phoenix Corporate office.
Provide white-glove, concierge-style customer service to sales representatives, consumers and physician accounts, while still adhering to department policies. This includes answering incoming calls, solving support desk tickets, processing orders, and execution of related marketing programs.
Maintain strong knowledge of products and FAQs.
Use discretion in providing white-glove service, while understanding and maintaining adherence to departmental and corporate procedures and timelines.
Utilize systems and department tracking tools and processes to ensure standard department practices and SOPs are followed.
Process sales orders timely and accurately.
Understand and maintain adherence to departmental and corporate procedures and timelines.
Communicate with warehouse and FedEx/UPS/freight forwarders, as appropriate.
Coordinate the resolution of open items with internal constituents (production, marketing, accounting, IT, legal, etc.) and external accounts, consumers and vendors.
Regularly update internal clients as to job status.
Create, edit, file and maintain records, related to sales order fulfillment and corporate initiatives.
Internally fulfill and ship orders and marketing requests, as needed.
Ensure adherence to inventory management protocols.
Effectively prioritize daily responsibilities, management of order and ticketing system, phone calls and office requests, both individually and within the Concierge Team.
Enhance and oversee the returns process in coordination with related parties.
Update SOPs as appropriate and create new SOPs when a new process is introduced.
Develop process for training Concierge team members on updated and new SOPs.
Maintain documents and structure of Concierge Google Drive setup.
Compile and issue a comprehensive monthly operational reporting package to identify operational trends and improvement areas. Highlight and offer solutions for trends identified.
Make recommendations to increase the efficiency and effectiveness of company operations.
Fulfill additional requests as they relate to the efficient functioning of the department, the office, and the initiatives being supported.
4-year college degree strongly preferred.
5-6 years corporate business or related job experience preferred.
Strong proficiency with Microsoft Suite including Word, PowerPoint, Excel, Visio.
Excellent organizational and communication skills.
Attention to Detail.
Ability to multi-task in heavy workload environment.
Ability to work under pressure.
Ability to work overtime / extended hours.
Flexible, persuasive, and diplomatic.
Strong team-building skills.
Flexibility to adapt to a fast-paced growing business model.
Ability to work with multiple authority figures.
Ability to oversee work of others.
skinbetter science is an Equal Employment Opportunity Employer.
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