L&R Distributors Hiring for Customer Experience Associate at Remote Full Time

L&R is the largest distributor and the 6th largest purchaser of cosmetics in the United States. We now distribute over 40,000 items (cosmetics, toys, school supplies, hosiery, hair accessories, OTC, HBA, and more) through 3 regional warehouse locations in Arkansas, New Jersey, and Nevada.

OBJECTIVE:

This position will serve as a member of the growing eCommerce Customer Experience team and will play a key role in supporting the online customer support experience for our rapidly growing eCommerce business. The CX Associate will be responsible for communicating directly with the online consumer via multiple channels to review and resolve their requests in a timely manner. The Associate will also be responsible for adhering to department policy regarding care quality standards and ensuring that each consumer has a positive experience during their interaction. This role will report to the Manager, eCommerce Customer Experience.

Position: Customer Experience Associate – Ecommerce

Location: Brooklyn, NY

Salary: 45,000 – 48,000 (Dependent on Qualifications and Experience)

Schedule: Fully Remote or Hybrid (8:30 AM – 5:30 PM)

RESPONSIBILITIES:

• Interact with customers via all service channels including email, phone calls, live chat, SMS messaging, and social media.

• Collect and deliver feedback regarding common customer complaints to management.

• Provide timely and successful resolution to customer issues.

• Adhere to all company and department policies while maintaining high levels of CSAT.

• Meet or exceed agreed-upon SLAs including email response time, first contact resolution rate, customer satisfaction evaluation, and productivity.

• Consistently surprise and delight customers with premium support and problem solving.

QUALIFICATIONS:

• 2-3 years of customer-facing experience. eCommerce/call center experience preferred but not required.

• Strong interpersonal and customer service skills.

• Outstanding written and oral communication skills.

• Enjoys interacting with customers.

• Results-driven, solutions-focused attitude.

• Technical literacy including Microsoft Office tools.

• Zendesk or other CRM experience preferred but not required.

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