Customer Service Representative

ABOUT US

With a global team of beauty experts and a distinctly personal approach, IBG empowers all its clients – from established beauty brands to first-time private label retailers – with strategic partnerships that bring visions to life, and products seamlessly to market.

Consisting of three key brands - FASTEN Packaging, Orchard Custom Beauty, and Roberts Beauty - IBG helps businesses create quality beauty products. From concept and design to getting products on shelves and online, we can support retailers, brands, and wholesalers with everything they need to get ready for retail.

We’re looking for a Customer Service Representative (CSR), where you'll oversee the order process from start to finish while fostering strong relationships with customers, vendors, and internal teams.

As a CSR, you will manage order execution, ensuring a seamless process from data entry to delivery. Your role involves maintaining high levels of customer satisfaction, resolving issues, and collaborating with cross-functional teams to meet customer needs. You will not engage in selling products or services but will be pivotal in ensuring operational excellence and customer satisfaction.

IN THIS ROLE, YOU WILL:

• Oversee order execution, ensuring timely and accurate processing from initiation to delivery.

• Input and update data in order processing systems (Sage 100 or NetSuite).

• Communicate order details, lead times, and statuses to customers and internal teams.

• Serve as the primary liaison between customers, the Roberts Beauty’s Purchasing Department, and overseas offices.

• Address customer inquiries, coordinate approvals for pre-production and production samples, and manage freight estimates and payments.

• Troubleshoot order issues and provide timely, effective resolutions.

• Work with internal teams and external vendors to meet customer requirements.

• Identify opportunities for process improvements and suggest actionable changes.

• Regularly update system records to reflect current order and approval statuses.

ABOUT YOU:

• Associate degree required; bachelor’s degree preferred. Equivalent experience (4+ years) considered.

• Previous customer service experience; cosmetic industry experience is a plus.

• Proficiency in Microsoft Office (Outlook, Word, Excel).

• Familiarity with order processing software (e.g., Sage 100 or NetSuite).

• Strong organizational skills and attention to detail.

• Ability to work effectively both independently and as part of a team.

• Exceptional communication and interpersonal skills with meticulous attention to detail and accuracy.

• Ability to adapt to changing priorities in a demanding environment.

• Self-motivated with excellent time management skills.

WHAT WE OFFER

As a CSR, you will enjoy being part of an energetic and hands-on team, excited about beauty and home care. You will work with passionate and talented colleagues who inspire and support each other. We have fun and celebrate successes together, but we are also not afraid to roll up our sleeves and get the job done. We work hard and play hard!

On top of that you will get:

• To work in a fast-paced industry that is highly innovative and agile

• IBG is an international team of over 200 people across nine locations worldwide

• Significant opportunities to grow, both personally and professionally.

• A highly competitive total rewards package with a salary range of $50,000 to $57,000 depending on experience

• Work in a hybrid environment – at least 3 days in our Chatsworth, California office

• A comprehensive benefits and employee wellness program

• Of course, a great bunch of colleagues.