Customer Experience Associate

Position Title: Customer Experience Associate

Location: Los Angeles, California Hybrid 1-day per week (if close to Calabasas)

Reports to: Operations Manager

Direct Reports: None

Scope / Brands: ghd

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

We are actively looking for a Customer Experience Associate, who will demonstrate extraordinary customer service and will embody the Vision of Wella focused on meeting the end-to-end needs of our consumer from the initial order placement through receiving their products. This role combines tactical order management with strategic customer success leadership. It ensures seamless end-to-end service delivery while driving continuous improvement across customer operations, logistics, and compliance. You will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.

KEY RESPONSIBILITIES

· Champion the customer experience by ensuring responsiveness, transparency, and reliability in all interactions.

· Recommend process enhancements that improve customer satisfaction and reduce friction.

· Ensure data integrity across all customer and order records.

· Issue reports on service performance, order metrics, and delivery KPIs.

· Create and maintain accurate initial order entries, ensuring high product and service quality.

· Respond to customer inquiries regarding products, pricing, and order status in a timely and professional manner across email, live chat, text, and phone conversations.

· Handle emergency orders and implement alternative procedures for urgent customer needs.

· Support on-time delivery and manage returns, refusals, and logistics exceptions.

· Proactively inform customers and sales teams of shortages, damages, and transportation updates.

· Identify and implement improvements in order management and logistical processes.

· Collaborate with cross-functional teams to define and document SOPs, job aids, and training materials.

· Support strategic initiatives such as promotional cycle management and pipeline order planning.

· Assist in defining month-end and year-end targets in partnership with finance and supply chain teams.

QUALIFICATIONS

Essential:

· Bachelor’s degree in related field preferred.

· Microsoft Dynamics experience preferred, Excel (formulas, functions), general computer experience required

· Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers

· Collaboration Skills: Ability to work collaboratively across different styles. Develop strong partnerships. Must be able to work well with people not physically collocated

· Flexible & agile in completing various duties from order entry, financial analysis, issue resolution, and customer query management while also being able to shift priorities due to current activity (promos, volume, month end, etc).

We disclose the compensation range for positions in compliance with local law. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, skills and in comparison to internal incumbents currently in similar roles. Pay Range: $60,000 - $65,000 salary per year. The range listed is just one component of Wella Company's total rewards package for employees. Other rewards may include annual bonus plan or variable pay, depending on the role. In addition, Wella Company provides a rich variety of benefits to employees, including health insurance, life and disability insurance, 401(k) retirement plan, paid holidays and paid time off (PTO).

NOTICES 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, please email NA.Recruiting@wella.com. This email account will not respond to inquiries regarding the status of a candidate’s application.

Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Wella participates in the E-Verify Program to confirm eligibility to work in the United States. Information regarding your rights: Know Your Rights and Pay Transparency Nondiscrimination Provision.