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

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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