ABOUT MARIA NILA
Maria Nila is a family-owned Swedish haircare brand, driven by sustainability and innovation. As a certified B Corp, we create 100% vegan and cruelty-free products, produced in our own climate-compensated factory in Helsingborg, Sweden. With our growing presence in North America, we are looking for a Customer Care Representative to join our team and provide excellent support to our distributor partners and e-commerce customers.
ROLE OVERVIEW
The Customer Care Representative will be responsible for processing distributor purchase orders and providing customer support across multiple sales channels. This includes monitoring shared inboxes, responding to e-commerce inquiries, communicating backorder status, and ensuring clear and timely communication with both distributors and end customers.
This role is a great fit for someone who takes pride in creating excellent customer experiences. You don’t just want to meet customer needs — you strive to exceed expectations and go the extra mile to ensure satisfaction. You are proactive, take ownership of tasks, and are eager to learn and improve. If something isn’t working, you step in to solve it or escalate it. You thrive in a fast-paced environment, enjoy collaborating with others, and have a positive, solution-oriented mindset.
Location: Remote (must be based in North America)
KEY RESPONSIBILITIES
- Administrate and process incoming sales orders for all sales channels (e.g., E-commerce, distribution, prestige retail, etc.).
- Monitor and respond to e-commerce customer inquiries via shared inboxes (order status, shipping questions, returns, etc.).
- Proactively track orders, flagging any delays or issues before the customer reaches out.
- Communicate backorder status, delivery timelines, and alternatives to distributors and customers.
- Provide order confirmations, shipping updates, and general order-related support.
- Handle returns, complaints, and claims efficiently and professionally.
- Maintain accurate product and customer data in ERP and e-commerce systems.
- Serve as a point of contact between Customer Care and teams such as Sales, Logistics, and Finance for order-related matters.
- Collaborate with marketing and e-commerce teams on FAQs, service messaging, and customer feedback.
- Maintain knowledge of products, promotions, and policies to support all customer queries.
QUALIFICATIONS
- 1–2 years of experience in customer service, order entry, or related work (consumer goods or beauty industry experience a plus).
- Customer-focused mindset with strong active listening and communication skills.
- High attention to detail with the ability to spot gaps and inconsistencies.
- Experience with order management processes and systems (Business Central is a plus).
- Comfortable working with multiple systems and a quick learner.
- Strong organizational and relationship-building skills.
- Interest in the beauty industry and understanding of customer-facing channels.
- Proficient in Microsoft Office suite.
WHAT WE OFFER
- Opportunity to grow with a fast-paced, sustainability-driven beauty brand.
- Supportive and collaborative team culture.
- Competitive compensation and benefits package.
- Flexible, remote work environment.
Does this feel like you? Please send us your CV and Cover Letter as soon as possible but no later than October 17th.
Selections and interviews will be ongoing. The position may be filled before the application deadline, so early submission is encouraged. We only accept applications via our career site.
At Maria Nila, we strive to create a work environment that values and promotes diversity, equity, and inclusion. At our company, every individual is unique and contributes to our collective success. We welcome differences in backgrounds, experiences, age, gender, sexual orientation, and ability. By fostering an inclusive culture where every voice is heard and respected, we believe we create a space where our employees can thrive and we can achieve our goals.
