Customer Service Representative, Laboratoires Expanscience

Laboratoires Expanscience is a French pharmaceutical and dermo-cosmetic company, 100% family-owned, that has been developing its expertise in skincare (Mustela and Babo Botanicals brands) and pharmacology for 70 years.

At Expanscience, we help individuals shape their well-being, from the youngest to the oldest, with products in over 100 countries (brands like Mustela, Babo Botanicals and Piasclédine 300). Our positive impact on society and the environment has been recognized with the B Corp label, and we commit to being a company that is better for the world.

At Expanscience, we also develop and sell natural-based ingredients for the cosmetic industry within its Active Ingredients Division. We are dedicated to seeking innovation and efficiency in all the ingredients we develop, while being mindful of their impact on the environment. With this commitment, we strive to create sustainable and eco-friendly actives that benefit both our customers and the planet.

For our active ingredient department, we are looking for a Customer Service Representative to join a dynamic and growing team in an international setting, located in Midtown, NYC.

More information can be found on

Position Summary

The Customer Service Representative will be primarily responsible for the order placement and fulfilment processes of a large customer base for our North America Active Ingredients division, while providing outstanding customer service to customers and supporting the sales team. The role requires extensive proactive communication with customers, the sales team, logistics and the management team.

JOB RESPONSIBILITIES:

• Order processing:

This includes all aspects of a customer’s order:

• Help with the procurement of new materials from France (from order to receipt)
• Continuously work to improve order entry related processes to raise service levels, reduce errors and increase efficiencies.
• Order fulfillment: allocating stock, warehouse coordination for preparation and shipment of the goods for on-time delivery
• Handle customer complaints and address customer needs with the help of the account manager if needed
• Update the stock tracking file/ ERP weekly to ensure good visibility of the available stock (in coordination with the warehouse)
• Stock & Materials monitoring:
• Support the Sales Team with daily customers’ requests
• Work autonomously relative to order processing management.
• Order processing ERP systems: NetSuite; QuickBooks, Sage and Excel
• Ensure all forecasts are entered correctly into the appropriate ERP system
• Build and maintain effective communication and relationships with customers.
• Communicate with account manager to ensure urgent orders are released from credit hold.
• Answer in a timely manner to all customer requests
• Customer order management – from order reception to shipment confirmation
• Maintain new ingredients and pricing in all ERP systems – in collaboration with the sales team.
• Responsible for up-to-date order dashboards
• Update and maintain an accurate customer database (customers’ requirements, contact details, new customer etc) in the ERP systems
• Billing process: track customer’s payment according to their terms and invoicing.
• Customer Management:
• Send all the documents requested by customers (COA, SDS, Bill of Lading…)

DESIRED STRENGTHS:

• Superior interpersonal skills, with strong customer service focus
• Ability to communicate confidently and effectively both on the telephone and in writing.
• Strong organizational skills, with high attention to detail and the ability to multi-task
• Team player and self-starter.

QUALIFICATIONS:

• Experience with order entry into an ERP system (NetSuite, QuickBooks; Sage a plus)
• High school graduate or equivalent; college degree preferred.
• Ability to commute to the NYC office at least two days per week.
• Must have oral and written proficiency in the English language. French is a plus.
• Competence in general business dealings with good mathematical skills.
• Proficient in MS Office, especially with Excel.
• Must be legally authorized to work in the U.S.; the company is unable to sponsor or take over sponsorship of an employment visa for this role.
• 3+ years previous work experience in customer service or related area, with job responsibilities similar to the above listed responsibilities.

Salary & Benefits

The competitive and attractive compensation package includes the following:

• Company-paid volunteer day
• Joining a diverse, international team that promotes sustainability and inclusion.
• Tax-free commuter benefits
• Bi-monthly Mustela & Babo Botanicals products allocation
• Wellness stipends
• Various internal initiatives throughout the year in line with our B-Corp commitments: Health Week, Sustainable Development Week, etc
• Annual corporate offsite and trainings
• Generous paid time off (vacation, sick days, company holidays, summer Fridays and more)
• Paid Maternity & Paternity Leave
• Salary range of $55 - $65k based on experience.
• Joining a certified B-Corp company that uses business as a force for good.
• Comprehensive medical, dental, and vision benefits, including a flexible spending account.
• 401K with 5% Match

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