Order Processing and Customer Service Specialist

F U L L - T I M E   |   L E X I N G T O N ,   K Y

Profile

hydra, LLC manufactures premium bath and body products in Lexington, Kentucky. Our two divisions, hydraAromatherapy® and Bolli & Fritz®, provide a wide variety of products in the personal care sector and are sold to boutiques and other retailers and wellness centers nationwide.

 

Overview

The Customer Service Associate is the hub of the sales team. This person is responsible for order entry, database management, and is the first point of contact for all hydra wholesale customers.  

 

Responsibilities

 

Order Entry

  • Process and manage wholesale orders in our online platform to ensure accuracy

  • Work with customers to select products and compose orders, as well as process inbound customer orders with the ability to upsell

  • Act as an expert on each product, including newly launched products

  • Enter rep sample orders, trade show display/sample orders, and other sample requests when needed

  • Manage customer reports of damaged/incorrect product to resolution

 

Customer Service

  • Respond and triage inbound wholesale sales calls and emails

  • Generate sales leads

  • Occasional cold calling and sales support

  • Manage sales general inbox including assignment, forwarding and archiving emails

  • Handle customer inquiries via phone ensuring high levels of satisfaction

  • Build and maintain customer relationships

  • Communicate with customers regarding delivery timelines

  • Manage customer service issues and escalate when needed

 

Database Management

  • Maintain CRM database for accounts, leads, contacts, etc.

  • Update Sales Rep Account Information

  • Maintain order corrections sheet

  • Maintain products for all external sales platforms

 

Accounting/Shipping

  • Perform checks as assigned for Sales Order Status, Future Ships, and Stock Issues Tracker

  • Invoice and charge credit cards, update terms and credit card information when needed

 

Required Qualifications

  • Previous Customer Service or Order Processing role with 1-3 years experience. Minimum Associates Degree required.

  • Strong computer skills and a willingness to learn new programs

  • Strong phone contact handling skills and active listening

  • Ability to communicate professionally both verbally and written

  • Excellent attention to detail and accuracy

  • Ability to multi-task in a fast paced environment

 

Preferred Qualifications:

  • Previous experience in managing invoicing systems

  • Previous office or support staff role

 

Compensation: $14-$18 per hour depending on experience plus benefits

 

Application: Submit your resume to jobs@hydrabrands.com with subject "CS Application".

 

Position Type: Full-Time. Office-based (Lexington, Kentucky)

 

hydra, LLC is an equal opportunity employer and considers all qualified applicants without regard to race, ethnicity, religion, national origin, gender identity, sexual orientation, sex, age, disability, veteran status, or any other factor that is prohibited by applicable law.