Inspired by art, diversity, and attainability, Los Angeles-based Milani Cosmetics® is a market leader within the color cosmetics industry, creating prestige quality makeup at an affordable price. A brand dedicated to providing luxe for all - luxury that is inclusive, not exclusive. Milani® has amassed a devoted multicultural following of consumers including artists, change-makers, and forward-thinking creators, also known as Milani Makers™, and for over 20 years has been devoted to their absolute individuality and freedom to express their authentic selves. All products are proudly cruelty-free and do not contain parabens, phthalates, or formaldehyde.
We Are Milani, Luxe for All ™.
Milani Cosmetics is seeking a motivated, customer-centric individual to join our Customer Care team as a Customer Care Specialist Team Lead. This role acts as the primary liaison and advocate for assigned customer accounts, overseeing the order lifecycle from transmission through invoicing and reporting. You will ensure orders are processed and shipped on time, working closely with warehouse staff to meet critical deadlines.
Reporting to the Customer Care Manager, this role also involves managing a small team of Customer Care Specialists. You'll provide leadership, daily workload oversight, training, and performance support to drive team efficiency and service excellence. Strong communication, organizational, and problem-solving skills are essential to succeed in this position.
Responsibilities:
- Champion service levels, ensuring a 95% Unit Fill Rate (UFR) or higher
- Review and correct incoming customer orders before processing in Sage ERP
- Generate pick sheets, labels, shipping documents, and schedule order pick-ups per customer and internal guidelines
- Coordinate with warehouse teams to prioritize and meet shipping deadlines
- Notify Sales and customers of potential delays or order issues
- Minimize shortages and generate timely short reports as required by customers
- Process invoices and transmit EDI files, ensuring accuracy and resolving invoice errors
- Manage workflow and ensure proper procedures across the support team
- Identify and recommend process and system improvements
- Provide coaching, training, and escalation support for Customer Care Representatives
- Interface regularly with Sales, co-packers, and retail partners (e.g., Walmart, Target, Ulta, CVS)
- Handle credit memos, return authorizations, and customer complaints
- Support inquiries on order status and shipment updates
- Maintain full knowledge of Milani's product line
- Perform other duties as assigned
Requirements
- High School Diploma or GED required
- Minimum 3 years of customer service experience with retail accounts
- At least 2 years of team leadership experience preferred
- Experience working with major retailers (e.g., Walmart, Target, Ulta, Walgreens, CVS)
- Strong verbal and written communication skills
- Proficient in Microsoft Excel, Word, Outlook
- Working knowledge of ERP and EDI systems
- Highly organized, detail-oriented, and able to multitask
- Positive, empathetic, and team-oriented approach
- High level of integrity and professional work ethic
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Floating Holidays and Public Holidays)
- Family Leave
- Short Term & Long Term Disability
- Training & Development
- Dog Friendly Offices
- Flexible Work Environment / Hybrid (Tuesday, Wednesday & Thursday required on-site at HQ)
Compensation
The base salary range represents the low and high end of Milani's salary range for this position. Salaries will vary depending on factors including, but not limited to location, education, skills, experience. The base pay range for this role is $25 to $27/hour.
EOE/M/F/Vet/Disability
