Customer Service Representative, Medical Channel

About Face Reality:

Face Reality Skincare was created with one goal: to give people clear skin for good. With over 50 million people experiencing the physical and emotional toll of acne each year in the US, we made it our mission to develop an effective way to achieve clear skin through our clinically verified Clear Skin MethodTM, an adaptive method combining in-clinic treatments from certified skincare professionals, personalized at home product routines and lifestyle guidance. We are dedicated to giving not just real results but celebrating people and their skin at every part of their journey.

Our Core Values

Integrity, Inclusion, Collaboration, Adaptability, Accessibility

Our supportive business model ensures that everyone has a clear path to success and growth. We foster an inclusive space in which people are valued for who they are and are encouraged to collaborate to see goals fully realized. Fostering an open, honest culture gives us the opportunity to achieve greater trust internally and externally. Remaining flexible and adaptive allows us to remain responsive to the ever-changing world. Doing right, even if it is difficult, is of the utmost importance.

About the role

As a Customer Service Representative, Medical Channel at Face Reality Skincare, you will be part of the Customer Success organization while serving as a dedicated support resource for the Medical Sales team. This role is a lateral extension of our Customer Service function, with a focus on customer support, administrative assistance, order management, and account coordination within the medical sales channel. You will play an essential role in ensuring a smooth, responsive, and positive customer experience for our medical partners by managing orders, maintaining accurate customer data, documenting processes, and supporting a largely remote, frequently traveling sales team. This position is ideal for a customer service professional who enjoys organization, problem-solving, and being a dependable point of contact in a fast-paced environment..  This position is a Hybrid position working 8am-4:30pm out of our San Ramon office Tuesday - Thursday and remotely Mondays and Fridays. *Please note this position is not eligible for visa sponsorship. Candidates must have authorization to work in the US without current or future sponsorship. 

Key Responsibilities:  

Customer Support & Account Assistance (Medical Practices)

• Serve as a primary point of contact for medical customer inquiries via phone, email, and ticketing system
• Provide timely, empathetic, and professional responses to customer questions regarding orders, accounts, and products
• Assist customers with account setup, ordering processes, and navigation of Face Reality systems and requirements
• Enter, process, and manage manual orders accurately, including corrections, cancellations, returns, and refunds
• Track shipments, investigate delivery issues, and communicate updates or resolutions proactively
• Process return requests, verify eligibility, and coordinate return shipping and refunds in collaboration with Operations and Finance
• Resolve customer complaints or escalations related to missing, damaged, or incorrect shipments with a solution-oriented approach.

Internal Customer Success Support (Dedicated to Medical Sales)

• Serve as a dedicated Customer Success resource for the Medical Sales team while remaining aligned with Customer Success standards and workflows.
• Act as the in-office support contact for a remote, frequently traveling sales team.
• Support Business Development Managers and Clinical Trainers with order entry, order status updates, and shipping confirmations.
• Assist with account creation, documentation, and maintenance to ensure sales partners can focus on relationship-building and customer education.
• Coordinate logistics for trainings, backbar kits, opening orders, and replenishment schedules.
• Maintain clear, accurate documentation and standard operating procedures (SOPs) to support consistency and efficiency across teams

Data Management, Documentation & Occasional Reporting Support

• Create, update, and maintain accurate customer and account records across internal systems
• Ensure order details, customer notes, and communication history are properly documented
• Collaborate with Accounting, Operations, and 3PL partners to support accurate order processing and issue resolution
• Provide occasional, as-requested reporting support by pulling pre-existing sales, account, or order reports to support visibility and accuracy
• Assist with basic data review or organization to support timely customer follow-up and internal alignment
• Support sales initiatives such as product launches, promotions, or national account rollouts by helping communicate product availability, timelines, or ordering details to customers and internal partners
• Partner cross-functionally to ensure consistent, accurate information is shared with customers regarding inventory updates, launches, or program changes

Qualifications and Skills Needed: 

• 2+ years of experience in customer service, account support, or customer success within a fast-paced environment
• Strong organizational skills with high attention to detail and accuracy
• Ability to manage multiple customer inquiries and administrative tasks simultaneously
• Excellent written and verbal communication skills with a customer-first mindset
• Comfort working cross-functionally and supporting remote team members
• Proficiency in common business systems (CRM, order management, email, spreadsheets)

Preferred:

• Experience supporting sales teams or managing manual order workflows
• Familiarity with CRM or reporting tools (Zoho, Shopify, Excel, or similar)
• Interest in skincare, medical aesthetics, or professional education

At Face Reality you will have the opportunity to:

• Partake in and contribute to a high-growth brand journey
• Be part of a high performing growing team
• Contribute to executing initiatives across professional channels

Physical Demands:

• Must be able to lift and carry objects weighing up to 25 pounds
• Ability to stand, walk, and bend for extended periods
• Excellent hand-eye coordination and manual dexterity
• Ability to move around the office including stooping, crouching, and/or kneeling to troubleshoot issues
• Must possess a valid driver’s license and have a clean driving record
• Ability to perform repetitive tasks with accuracy and attention to detail
• Must be able to communicate effectively in verbal and written form
• Comfortable lifting, pushing, and pulling equipment and materials
• Comfortable using a computer, keyboard, and mouse

The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Salary: $26-$28 per hour plus yearly bonus and full benefits package

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