Customer Care Representative

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 ™.

About the Role
Milani Cosmetics is seeking a highly motivated, customer-focused individual to join our Customer Care team. The Customer Care Representative serves as the primary liaison for assigned retail customer accounts, overseeing orders from transmission through invoicing. This role plays a key part in ensuring high fulfillment rates and superior service by coordinating with internal teams and external partners.

RESPONSIBILITIES:

• Serve as the primary point of contact for assigned accounts, ensuring timely and accurate order processing from entry to invoicing.
• Review incoming orders for accuracy; make corrections before processing in Sage ERP.
• Generate and distribute pick sheets, shipping labels, and shipping documents in accordance with customer guidelines.
• Coordinate with warehouse and packers to meet shipment deadlines and support direct shipments.
• Communicate order status, delays, or issues with Customer Care leads, customers, and internal stakeholders.
• Support and achieve a 95% Unit Fill Rate (UFR).
• Review and minimize shorts on pick sheets and generate required shorts reports per customer guidelines.
• Schedule carrier pickups per Milani and customer procedures.
• Process and transmit invoices via EDI and resolve invoice-related errors.
• Process credit memos and return authorizations.
• Respond to customer and sales inquiries related to order and shipment status.
• Handle customer complaints with professionalism and empathy.
• Maintain comprehensive knowledge of Milani product lines.
• Perform other duties as assigned.

Requirements

• High school diploma or GED required.
• Prior experience in customer service, preferably supporting retail accounts.
• Proficiency in Microsoft Excel, Word, and Outlook.
• Experience with Sage ERP and EDI systems preferred.
• Strong communication, problem-solving, and interpersonal skills.
• Highly organized with attention to detail.
• Demonstrates integrity, reliability, and a proactive work ethic.
• Positive attitude with a collaborative, team-oriented mindset.

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 (PDL Salary Continuation)
• Short Term & Long Term Disability
• Training & Development
• Dog Friendly Offices

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 pay range for the role is $19.00 to $21.00/hour.

EOE/M/F/Vet/Disability