Customer Support Specialist

Customer Support Specialist Location: Pine Brook, NJ You’ve built experience, now use it where bold ideas meet real impact. At Opella, we’re challenging how self-care works for millions of people and need leaders and experts ready to shape what’s next. As a Customer Support Specialist, you’ll bring your skill, your curiosity and your drive to make health simpler, smarter and more human. About the Job: Primary point of contact for customers, providing exceptional support and ensuring a positive brand experience across multiple communication channels. Responsible for resolving product inquiries, order issues, subscription concerns, and general customer questions while maintaining a high level of professionalism and empathy. Lead initiatives that advance our brands and strengthen our reputation worldwide. Mentor and uplift emerging talent while pushing your own growth and influence. Put purpose into practice — embedding sustainability, access and social impact into every decision. Model the challenger mindset: question complexity, act with integrity and make things radically simple. Help shape a culture that’s ambitious, collaborative and serious about recognition and belonging. Main Responsibilities: Deliver exceptional customer service across email, live chat, phone, and social media channels, resolving inquiries related to orders, subscriptions, shipping, returns, refunds, and account management. Manage and resolved customer support tickets in Gorgias while maintaining accurate documentation and detailed case records. Process order modifications, cancellations, returns, refunds, exchanges, and replacements through Shopify. Investigate and resolved shipping and fulfillment issues by partnering with carriers and fulfillment centers to ensure timely customer resolutions. Educate customers on products, ingredients, usage recommendations, promotions, and company policies while ensuring compliance with FDA/FTC communication guidelines. Collaborate cross-functionally with Quality Assurance, Marketing, Regulatory, Fulfillment, and Sales teams to address escalated customer concerns and improve customer experience. Monitor customer feedback trends, supported process improvement initiatives, and consistently met or exceeded performance metrics, including response time, resolution time, CSAT, and quality standards. About You: High school diploma required; Associate’s or Bachelor’s degree preferred, with 2+ years of customer service or consumer relations experience, ideally in e-commerce, health, wellness, pharmaceutical, or dietary supplement industries. Hands-on experience using Gorgias for customer support ticket management and resolution. Proficiency with Shopify order management, customer account administration, and subscription-based e-commerce platforms. Strong written and verbal communication skills, with the ability to professionally handle escalated customer concerns and conflict resolution. Excellent problem-solving, critical-thinking, organizational, and attention-to-detail skills in fast-paced environments. Proficient in Microsoft Office Suite, CRM systems, shipping platforms, customer analytics tools, and NetSuite (preferred). Industry knowledge of dietary supplements, nutraceuticals, wellness, or CPG products. This is more than the next step in your career, it’s a chance to lead change and help reinvent self-care for the world. If you’re ready to challenge, inspire and deliver impact that matters, we’re ready for you. We are challengers. We are Opella. North America Applicants Only The salary range for this position is: $70,000.00 - $95,000.00 All Compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs. Opella values diversity in all its forms and is committed to fostering a workplace where everyone can belong and excel. We welcome and encourage applications from people of all backgrounds. About Us: Opella is the self‑care challenger with the purest and third‑largest portfolio in the Over The Counter (OTC) & Vitamins, Minerals & Supplements (VMS) market globally. Our mission is to bring health in people’s hands by making self‑care as simple as it should be. For half a billion consumers worldwide – and counting. At the core of this mission is our 100 loved brands, our 11,000-strong global team, our 13 best‑in‑class manufacturing sites and 4 specialized science and innovation development centers. Headquartered in France, Opella is the proud maker of many of the world’s most loved brands, including Allegra, Buscopan, Doliprane, Dulcolax, Enterogermina, Essentiale and Mucosolvan. As a globally certified B Corp company, we are active players in the journey towards healthier people and planet. Find out more about our mission at #J-18808-Ljbffr