Customer Service Associate Cosmetics (with US Market Remote Experience)

Pipeline Medical; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading MedTech Marketplace is seeking a Customer Support Specialist for a remote position in Veracruz, Mexico. The role involves managing orders, communicating with customers and internal teams, and handling returns. Candidates must have a Bachelor's degree in Marketing Communications or a related field and should possess strong skills in SEO and customer support. Employment type is full-time, and a monthly salary range between $8,066 and $9,141 is offered.

Formación

• 2 years of proven experience in managing both SEO and professional social media accounts.
• Solid understanding of performance marketing, conversion, and online customer acquisition.
• Familiarity with content management systems (CMS) and basic HTML/CSS.

Responsabilidades

• Process all incoming orders and notify stakeholders of blockers.
• Create and manage back-order tickets in the system.
• Respond to account manager and customer inquiries via call, chat, and email.
• Handle the return process for damaged or undelivered products.
• Track ticketing progress and ensure documentation for unresolved issues.

Conocimientos

Strong attention to detail

Excellent organizational capabilities

Self-motivated and self-starter

Fluent in English

Customer Support Experience

Educación

Bachelor's degree in Marketing Communications or related field

Herramientas

SEMrush

Ahrefs

Moz

Google Analytics

Google Search Console

Descripción del empleo

This is a remote position.

Overview

Pipeline Medical is an innovative MedTech Marketplace providing our customers a unique one stop shop for all of their medical products surgical supplies and pharmaceutical needs. Pipelines cosmetic and aesthetic portfolio allows our members to order their various cosmetic injectable products from the same platform as their medical consumables saving time and money for our customers.

Responsibilities

Order Management

• Process all incoming orders daily and notify stakeholders of any blockers to fulfillment.
• Review and clean up pending orders.
• Own all internal and external tickets related to Cosmetic sales and onboarding to ensure zero unresponded tickets at the end of every day.
• Daily follow-up on previously processed orders to confirm shipment and delivery status.
• Review and tag unknown statuses for proper tracking.

Backorder Management

• Create and manage back-order tickets in the system.
• Identify and suggest alternative products for back-ordered or rejected items.
• Communicate with account managers, sales or customers regarding substitutions or delays.

Customer and Internal Communication

• Be the customer service face of Cosmetics at Pipeline Medical.
• Respond to account manager sales and customer inquiries via call, chat and email within allotted SLAs.
• Monitor and respond to distributor communications.
• Track and manage follow-ups to ensure resolutions are completed promptly.

Returns and Issues

• Handle the return process for damaged or undelivered products.
• Notify distribution partners of delivery failures and initiate return or refund processes.

Reporting & Monitoring

• Track ticketing progress and ensure proper documentation for unresolved issues.

Requirements

Qualifications

• Strong attention to detail.
• Excellent organizational capabilities.
• Continually outperforms goals and surpasses targets and KPIs.
• Self‑motivated and self‑starter.
• Ability to learn new software and computer programs.
• Reliable high‑speed internet is a must.
• Must be fluent in English.
• Customer Support Experience is preferred.

Required Skills: Bachelors degree in Marketing Communications or a related field. 2 years of proven experience in managing both SEO and professional social media accounts. Solid understanding of performance marketing conversion and online customer acquisition. Proficiency with SEO tools (e.g. SEMrush, Ahrefs, Moz) and web analytics tools (e.g. Google Analytics, Google Search Console). Excellent writing, editing, presentation and communication skills. Preferred experience in the healthcare medical supply or B2B e-commerce industry. Familiarity with content management systems (CMS) and basic HTML/CSS. Certification in Google Analytics or other relevant digital marketing platforms.

Key Skills: Catering, Asset, Corporate Finance, Environmental Science, Linux Administration.

Employment Type: Full Time

Experience: years

Vacancy: 1

Monthly Salary: 8066 - 9141