Customer Service Associate Cosmetics (with US Market Remote Experience)

This is a remote position.

Overview

Pipeline Medical is an innovative MedTech Marketplace providing our customers a unique one stop shop for all of their medical products surgical supplies and pharmaceutical needs. Pipelines cosmetic and aesthetic portfolio allows our members to order their various cosmetic injectable products from the same platform as their medical consumables saving time and money for our customers.

We are seeking a Customer Service Associate to work within Pipelines Cosmetic division. This position is a crucial member of the Operations team. Working in a remote environment the Customer Service Associate is the first point of contact for internal and external customers and ensures that all goods are delivered according to company standards. Primary responsibilities will include onboarding of new accounts daily processing of new orders following up on orders previously processed to ensure on time delivery and database updates as required.

You will work as a liaison between the customer company and distributor. The incumbent is responsible for ensuring that the client receives best-in-class support and service and will be responsible for ensuring back-ordered products are fulfilled quickly. You will be tasked with communicating different services offers and new products with the customers in a manner to assist with education cross selling and upselling.

This role will focus solely on Pipelines Cosmetic division. We are looking for a fast-paced individual with a self-starting attitude. Attention to detail is an absolute must along with a Get it done mentality. We are problem solvers at our core and you should be able to think outside of the box to find solutions before saying no to a potential issue.

Responsibilities

Order Management

• Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
  
• Review and clean up pending orders
  
• Own all internal and external tickets related to Cosmetic sales and onboarding to ensure zero unresponded to tickets at the end of every day.
  
• Daily follow-up on previously processed orders to confirm shipment and delivery status.
  
• Review and tag unknown statuses for proper tracking.
  

Backorder Management

• Create and manage back-order tickets in the system.
  
• Identify and suggest alternative products for back-ordered or rejected items.
  
• Communicate with account managers sales or customers regarding substitutions or delays.
  

Customer and Internal Communication

• Be the customer service face of Cosmetics at Pipeline Medical
  
• Respond to account manager sales and customer inquiries via call chat and email within allotted SLAs
  
• Monitor and respond to distributor communications.
  
• Track and manage follow-ups to ensure resolutions are completed promptly.
  

Returns and Issues

• Handle the return process for damaged or undelivered products.
  
• Notify distribution partners of delivery failures and initiate return or refund processes.
  

Reporting & Monitoring

• Track ticketing progress and ensure proper documentation for unresolved issues.
  

Requirements

Qualifications

• Strong attention to detail
  
• Excellent organizational capabilities
  
• Continually outperforms goals and surpasses targets and KPIs
  
• Self-motivated and self-starter
  
• Ability to learn new software and computer programs.
  
• Reliable high-speed internet is a must
  
• Must be fluent in English
  
• Customer Support Experience is preferred