Customer Experience Specialist

Customer Experience Specialist  La Palma, CA  |  Full-Time  |  Onsite  |  $50,000 - $60,000  About BRG Skin   BRG Skin is the only luxury regenerative skincare brand at the intersection of clinical efficacy and daily ritual. Built on pharmaceutical-grade science and designed for a customer who doesn't compromise, we hold every aspect of this brand, including how we show up for the people who use it, to that same standard.   Position Summary  The Customer Experience Specialist serves as the primary point of contact for BRG Skin customers and retail partners. This is a consultative, relationship-driven role requiring complete product knowledge, polished communication, and a service instinct that reflects a luxury brand at every touchpoint.  Responsibilities  Manage all inbound customer communications across phone, email, and digital channels with accuracy, care, and brand-appropriate tone  Process orders, returns, credits, and account inquiries efficiently and with full ownership of resolution  Develop and maintain expert-level knowledge of BRG Skin's product portfolio, including the science behind each formulation, to guide customers toward the right regimen  Support partners and accounts with order management, sampling, marketing materials, and general account needs  Collaborate with sales and marketing on growth opportunities, new account onboarding, and promotional initiatives  Identify and surface recurring customer feedback or operational patterns that could inform product, marketing, or logistics decisions  Maintain accurate documentation, order records, and reporting on a timely basis  Represent BRG Skin with professionalism, discretion, and integrity in every interaction  Qualifications  3+ years of customer service experience in luxury skincare, prestige beauty, or an adjacent field where brand and service standards are held to a high level  Strong written and verbal communication skills; able to adapt tone across consumer-facing and trade communications  Familiarity with skincare ingredients, routines, or the aesthetic wellness space is a meaningful advantage  Experience with CRM platforms and order management systems required  Highly organized with the ability to manage competing priorities without sacrificing quality  On-site position  All your information will be kept confidential according to EEO guidelines.