Customer Support SpecialistLocation: Pine Brook, NJ
About the Job:- Primary point of contact for customers, providing exceptional support and ensuring a positive brand experience across multiple communication channels.
- Responsible for resolving product inquiries, order issues, subscription concerns, and general customer questions while maintaining a high level of professionalism and empathy.
- Lead initiatives that advance our brands and strengthen our reputation worldwide.
- Mentor and uplift emerging talent while pushing your own growth and influence.
- Put purpose into practice - embedding sustainability, access and social impact into every decision.
- Model the challenger mindset: question complexity, act with integrity and make things radically simple.
- Help shape a culture that's ambitious, collaborative and serious about recognition and belonging.
Main Responsibilities: - Deliver exceptional customer service across email, live chat, phone, and social media channels, resolving inquiries related to orders, subscriptions, shipping, returns, refunds, and account management.
- Manage and resolved customer support tickets in Gorgias while maintaining accurate documentation and detailed case records.
- Process order modifications, cancellations, returns, refunds, exchanges, and replacements through Shopify.
- Investigate and resolved shipping and fulfillment issues by partnering with carriers and fulfillment centers to ensure timely customer resolutions.
- Educate customers on products, ingredients, usage recommendations, promotions, and company policies while ensuring compliance with FDA/FTC communication guidelines.
- Collaborate cross-functionally with Quality Assurance, Marketing, Regulatory, Fulfillment, and Sales teams to address escalated customer concerns and improve customer experience.
- Monitor customer feedback trends, supported process improvement initiatives, and consistently met or exceeded performance metrics, including response time, resolution time, CSAT, and quality standards.
About You:- High school diploma required; Associate's or Bachelor's degree preferred, with 2+ years of customer service or consumer relations experience, ideally in e-commerce, health, wellness, pharmaceutical, or dietary supplement industries.
- Hands-on experience using Gorgias for customer support ticket management and resolution.
- Proficiency with Shopify order management, customer account administration, and subscription-based e-commerce platforms.
- Strong written and verbal communication skills, with the ability to professionally handle escalated customer concerns and conflict resolution.
- Excellent problem-solving, critical-thinking, organizational, and attention-to-detail skills in fast-paced environments.
- Proficient in Microsoft Office Suite, CRM systems, shipping platforms, customer analytics tools, and NetSuite (preferred).
- Industry knowledge of dietary supplements, nutraceuticals, wellness, or CPG products.
This is more than the next step in your career, it's a chance to lead change and help reinvent self-care for the world. If you're ready to challenge, inspire and deliver impact that matters, we're ready for you.
North America Applicants Only
The salary range for this position is: $70,000.00 - $95,000.00
All Compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs.
#GD-SA
#LI-SA
#LI-HYBRID
