Job Description

About Beauty by Imagination:

Beauty by Imagination is a global haircare company dedicated to boosting self-confidence with imaginative solutions for every hair moment. We are a platform company of diverse, market-leading brands, including Wet Brush, Goody, Bio Ionic, and Ouidad — all of which are driven to be the most trusted choice for happy, healthy hair. Our talented team is passionate about delivering high-performing products for consumers and salon professionals alike.

Position Overview:

The BBI Operations Customer Service Associate works directly for Customer Service Supervisor. The BBI Customer Service Associate is responsible for all on assigned entry of sales order, invoices, and RMA activities; the Customer Service Associate will document, track, and report all activities related to their customer base. This position hours are 8:30am-5pm Monday through Friday. Role will be 3 days on-site and 2 days remote (work from home).

Essential Job Duties & Responsibilities:

• Responsible for managing all orders / invoices / RMA / related to assigned customer base.
• Order Management (including but not limited to):
• Integrating and processing any new orders from multiple sources (EDI, Email, Upload) into

NetSuite (Operating System) and running an Item Report to identify shortages and any

potential, VAS (Vendor Added Services) scenarios such as shrink wrapping or applying a

specific customer required label.

• Verifying the ship dates assigned to all orders EDI Integrated or Manual entry for KPI accuracy.
• Monitoring the Open Order Report and ensuring all orders are released for processing in a timely (according to Warehouse SLA), while also following up on orders that were previously released.
• Monitoring any orders with a Future Ship date and effectively communicating out the upcoming orders, ship windows, and customer requirements.
• Processing sample orders from other departments or customers’ requests for samples
• EDI Monitoring (including but not limited to):
• Ensuring all EDI docs (Orders, ASN’s & Invoices) are processed in a timely fashion, making sure all orders in an error state are identified & corrected daily, re-transmitting invoices as directed, if/when necessary.

Essential Cross-Functional Responsibilities:

• Collaborate with our Supply Chain operations team to ensure timely order processing.
• Coordinate with various supply chain personnel on order process flows.
• Ensure all top priority items or urgent matters are properly communicated with leadership.

Required Skills/ Qualifications:

• Knowledge of Microsoft Suite (e.g., Excel, Outlook, etc.)
• Excellent verbal and written communication skills
• Proactive and independent with the ability to take initiative
• Excellent organizational and follow-up skills
• Excellent time management skills with a proven ability to meet deadlines
• Highly organized and able to multi-task, while maintaining clear and proactive flow of communication and ownership of tasks.
• Strong attention to detail inside warehouse process flows.

Education/ Experience Requirements:

• 4-year College / 5+ years of Customer Service experience
• Experience within ERP platform (NetSuite or equivalent) and WMS systems preferred
• Basic industry knowledge (CPG) preferred

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