Retail & Customer Service Specialist

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 Salary $18 - $22 per hour