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Associate Manager, Customer Service Expert "The Ordinary"

  • Job
    Junior & Mid Level
  • Customer Relations
  • Nottingham

AI generated summary

  • You need leadership, problem-solving, and negotiation skills, with experience in customer service management and coaching employees. Intermediate computer proficiency is a must.
  • You will lead and support a team of Service Expert Associates, handling customer inquiries with professionalism, coaching team members, resolving escalations, and collaborating with other departments to ensure a positive customer experience.


  • Management experience in customer service support is preferred
  • Strong problem solver and negotiator which is an asset to resolving complex customer service cases
  • Intermediate computer skills in various software and web-based applications (MS Office, Google Suite, Salesforce, etc.)
  • 1-2 years’ experience in a leadership capacity in customer service is considered an asset
  • Strong leadership skills relevant education OR equivalent experience in customer service is an asset to coach and mentor employees


  • Provide direct support to 3-6 Service Expert Associates, ensuring that standard operating policies and procedures are adhered to
  • Lead team meetings as well as 1:1’s to share experiences, provide feedback, share best practices
  • Present unique solutions for order and tech-related customer enquiries via phone, email, live chat, and social media with the highest degree of courtesy and professionalism. Providing phone coverage when needed
  • Investigate issues from team members who are unable to resolve and provide real-time solutions
  • Manage customer relationships by serving as the first point of contact for tier 2 escalations, and work in collaboration with the Customer Happiness Manager when required to resolve complex customer scenarios
  • Identify areas of opportunity and future customer requirements by establishing rapport with potential and current customers
  • Work alongside department leadership on team initiatives such as training, coaching, recruitment, career growth and develop teams to exceed established targets across the department
  • Review, grade and provide quality coaching to Service Expert Associates on handled customer interactions via supported channels according to the standard operating procedures to enhance the customer experience
  • Maintain customer records, track customer trends, complete reports, and provide insights to department leadership
  • Collaborate regularly and provide feedback to E-Commerce Operations, Transportation, and Digital/Online teams to deepen your knowledge of our internal processes, ways of working, and service offering to deliver a memorable and positive customer experience
  • Remain up to date with basic product knowledge, company initiatives, activations and campaigns


What experience is required for the Associate Manager, Customer Service Expert position at DECIEM?

2+ years of people management and/or leadership experience is required for this role. Beauty, skincare, and consumer goods background is considered an asset.

Is this a full-time position?

Yes, this is a full-time position that involves a hybrid work arrangement between the Nottingham office and remote work.

What are some of the responsibilities of the Associate Manager, Customer Service Expert?

Some responsibilities of this role include providing direct support to Service Expert Associates, leading team meetings and 1:1 sessions, handling customer inquiries via phone, email, live chat, and social media, managing customer relationships, and collaborating with other departments.

What skills and qualifications are needed for this role?

Management experience in customer service support, strong problem-solving and negotiation skills, intermediate computer skills, and 1-2 years of leadership experience in customer service are some of the skills and qualifications needed for this role.

What benefits and perks come with being a DECIEM team member?

Some perks and benefits of being a DECIEM team member include generous vacation and personal days, 6 months of paid time off for new parents, access to an Employee Assistance Program, development grants, a generous discount on DECIEM products, and more.

What values guide DECIEM as a company?

DECIEM is guided by core values including doing the right thing, creating impact, respecting small things, caring too much, and being the future.

What is DECIEM's commitment to sustainability and social impact?

DECIEM is focused on fighting climate change, improving waste management, responsible packaging and sourcing, water conservation, and supporting charities through the Good Fund. The company is committed to creating a positive social impact and prioritizing people, animals, and the Earth.

Retail & Consumer Goods
Founded Year

Mission & Purpose

DECIEM is a humble and happy umbrella of good beauty brands like NIOD and The Ordinary. We’ve been called every good and bad thing you can think of like “the most thrilling thing to happen to skincare”, and “the hottest beauty company right now”. Over the past year, we’ve sold more than one product every second, opened the doors to our 35th store, and welcomed our 1000th employee. With many products in development, a new 70,000 square-foot HQ to call home, and plans for even further retail expansion, we are excited to do even bigger things in the near future. DECIEM was founded in 2013 by “the beauty world’s most exciting disrupter”, Brandon Truaxe. During a four-month co-op at a skincare lab, he became angry at the lack of passion, transparency, or insight when beauty products were being developed. After selling his first software company, many years later, Brandon’s frustration at the beauty industry remained and he set off to make a change in the beauty business. That change is DECIEM and we’re working really hard to continue Brandon’s vision for a better world of beauty. Everything we do is of exceptional quality. Today, quality is no longer defined by price points or distribution channels. Quality today means being authentic, being different, being functional, being beautiful, and being sensibly priced, even to the wealthy. And we respect these principles. We choose to serve the educated, the curious, and the intelligent who appreciate our dedication to this very genuine definition of quality.