Now Hiring - Confidential - Customer and Sales Support Specialist in Carlsbad, CA

Full description of the position

Customer and Sales Support Specialist Location: Carlsbad, CA Job Type: Full-Time | Onsite

About the Role

We are seeking a Customer and Sales Support Specialist to join a fast- growing skincare and consumer products company in Carlsbad, CA. This role is responsible for delivering exceptional customer support, assisting with order processing, and providing day-to-day sales team support. The ideal candidate is proactive, professional, detail-oriented, and thrives in a fast-paced environment. Position

Overview

The Customer and Sales Support Specialist will handle incoming customer inquiries, process orders, resolve issues, and support internal teams with various administrative and sales-related tasks. This role reports to the Director of Sales & Customer Support.

Key Responsibilities

Customer Support

• Warmly greet and support customers by phone, email, and ticketing system.
• Answer questions about product usage, ingredients, ordering, and account support using approved messaging.
• Document customer complaints, returns, and product issues per company procedures.
• Maintain a phone answer rate of 90% and remain logged in for at least 6 hours per day.
• Accurately record all inquiries, complaints, and customer interactions. Order Management & Sales Support
• Process new and existing customer orders, track shipments, and resolve missing or delayed product issues.
• Assist Account Managers with order placement, account updates, order corrections, and documentation.
• Support promotions, subscriptions, customized orders, expedited shipping, and product adjustments.
• Process new account paperwork, ensuring complete and accurate information.
• Coordinate with 3PL partners regarding shipping needs, order adjustments, and damaged shipments.
• Manage Buy Back orders and reconcile related documentation. Administrative & Cross-Functional Support
• Maintain and update account information on the company website.
• Work with Training/Education teams to ensure accurate and approved product messaging.
• Assist the Accounting Department with payments, invoices, and account balance inquiries.
• Route qualified leads to the appropriate Account Manager for follow-up.
• Stay up-to-date on promotions, marketing initiatives, and product FAQs.

Requirements

• 3+ years of inside sales, sales support, or customer service experience (skincare/beauty industry a plus).
• Strong verbal and written communication skills with a commitment to exceptional customer service.
• Experience handling high call volumes and escalated customer issues.
• Ability to multitask, prioritize, and stay organized in a fast-paced environment.
• Strong problem-solving skills and relationship-building abilities.
• Experience with NetSuite, Shopify, Gorgias, and Loop preferred.
• Proficient in Microsoft Office (Word, Excel, PowerPoint) and web-based tools.
• Comfortable with data entry and administrative tasks. Physical

Requirements

• Ability to remain seated or at a workstation for extended periods.
• Occasional bending, stooping, or kneeling.
• Ability to lift up to 15 lbs as needed.
• Regular use of a computer, phone, and standard office equipment. Job Types: Full-time, Contract Pay: $20.00 - $25.00 per hour Expected hours: 40 per week

Benefits

:

• Dental insurance
• Health insurance
• Vision insurance Work Location: In person