Job Description

Position Summary:

The Customer Service Specialist plays a critical role in delivering a seamless, high-touch service experience to our salon professional customers. This role supports customer satisfaction andbrand trust through accurate order placement, diligent order health tracking, responsive inbound communication, and timely issue resolution, while upholding companies commitment to service excellence and operational integrity.

Communication in this role is primarily inbound. Customers reach out through the orders@

inbox and other approved service channels, and the Customer Service Specialist is responsiblefor responding promptly, accurately, and completely. Beyond inbound communication, this role owns order placement and accuracy and tracks order

health, following each order's journey through fulfillment until it lands at the customer's door.

The ideal candidate is detail-oriented, solutions-focused, and thrives in a fast-paced,

collaborative environment. They are comfortable balancing transactional responsibilities withresponsive customer support and understand how their work directly impacts customer

experience and service quality.

• 1. Place orders accurately and ensure order integrity across product selection, pricing,

shipping, and program eligibility.

2. Track order health end to end, monitoring each order's journey through fulfillment until it lands at the customer's door

• 3. Deliver timely, high-quality responses to all inbound customer inquiries received through orders@ and other approved service channels.
• 4. Resolve issues completely and document every interaction, partnering cross-functionally with internal teams to drive resolution.
• 5. Represent the brand consistently in tone, professionalism, and follow-through,so every customer interaction reinforces trust in the brand.