Retail & Customer Service Specialist

The Retail & Customer Service Specialist provides exceptional customer service and administrative support across Kuumba Made’s B2C and B2B sales channels.

Overview

The Retail & Customer Service Specialist provides exceptional customer service and administrative support across Kuumba Made’s B2C and B2B sales channels. This role serves as a key point of contact for retail customers, wholesale customers, and business partners, managing inquiries, purchases, orders, product information, returns, and other customer needs across in-store, online, and wholesale channels. The Specialist ensures timely and accurate communication, maintains customer, order, and sales records, supports daily retail and wholesale operations, and helps create a seamless and engaging customer experience while contributing to Kuumba Made’s sales, customer service, and operational objectives.

Essential Functions

• Provide professional and timely customer service to wholesale customers, sales territory representatives, and independent sales brokers.
• Manage the wholesale customer service inbox, responding to inbound inquiries, requests, and follow-ups related to products, pricing, availability, orders, samples, and account needs.
• Process and manage inbound wholesale orders accurately, including verifying product availability, pricing, quantities, shipping requirements, and order details.
• Serve as the primary administrative support for independent sales brokers and territory representatives, assisting with customer requests and day-to-day sales support needs.
• Coordinate and fulfill requests for product samples, catalogs, marketing materials, product information, and other sales resources for brokers, sales representatives, and wholesale customers.
• Coordinate with Sales, Production, Fulfillment, Logistics, and Quality teams to resolve order issues, confirm product availability, and ensure timely fulfillment of wholesale customer requests.
• Support daily retail store operations, including merchandising, product displays, inventory organization, stock monitoring, and maintaining a clean and welcoming retail environment.
• Deliver an exceptional in-store customer experience by welcoming, assisting, and educating customers about the company’s products.

Minimum Qualifications

• High school diploma.
• One (1) year of experience in sales and customer service, account coordination, or order management.
• OR an equivalent combination of education, certification, and experience that results in the successful performance of the job. Additional education may substitute for required experience on one-for-one year basis or vice versa.

Preferred Qualifications

• Experience in retail and customer care in cosmetics, fragrance, or consumer goods industry.

Knowledge, Skills, and Abilities

• Strong communication and interpersonal skills with a customer-first mindset.
• Familiarity with ERP, CRM, and other order entry systems.
• Detail-oriented with excellent organizational skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Knowledge of fragrance or cosmetics manufacturing a plus.

Work Environment

• Work is generally performed in office settings, does require some physical, ergonomic, or emotional efforts.
• Work may generally require walking, standing, bending, kneeling, carrying light loads, and lifting no more than fifteen (15) pounds.

Work Location: In person

Full-Time, Mon-Fri 8a-5p

Benefits: 401(k), 401(k) matching, Health insurance, Dental insurance, Vision insurance, Employee discount program, Paid time off, Parental leave, Paid Holidays