Customer Support Specialist (Hybrid Role - New York)

OLAPLEX is a prestige hair care company focused on improving foundational hair health through science-led products. The Customer Support Associate Manager will manage international EDI/Wholesale/B2B orders and serve as the key contact between OLAPLEX and third-party warehouses. The role ensures clear, consistent, solution-oriented customer communication and on-time order execution.

• Manually enter orders for non-EDI customers, gratis, special promotions, and internal requests
• Review and release wholesale sales orders for customer processing
• Communicate order changes and special instructions to third-party warehouses
• Coordinate internal communication on shipping schedules and ensure orders ship within required windows and delivery dates
• Manage EDI transactions end-to-end, including applying bulks, resolving errors, reviewing daily summaries, and supporting setup/testing
• Support customer inquiries and partner with internal departments to resolve reported issues
• Manage inventory allocations for limited-availability products and launches
• Track sample shipments and alert internal teams to issues with received orders
• Provide tracking and order status updates to stakeholders as needed
• Review routing guides and vendor compliance manuals; support EDI testing and new customer setup
• Research and help resolve vendor chargebacks when necessary
• Handle return authorization processes and related communication
• Assist with special projects as needed

• 2+ years of progressive experience in customer support and/or operations environments
• B2B experience required
• Strong attention to detail, organizational skills, and communication skills
• Ability to manage time with urgency and execute tasks efficiently
• Exceptional computer skills, including Excel, Access, and other Microsoft Office tools
• EDI experience preferred
• NetSuite experience preferred
• Bachelor’s degree preferred
• Beauty industry experience and/or passion for the beauty category preferred

• Hybrid role based in New York
• Annual bonus eligibility
• Flexible paid time off, 11 paid holidays, and flexible work schedules
• Medical, dental, and vision insurance with company contribution for employees and families
• Company-paid employee life insurance; optional additional life insurance; short- and long-term disability options
• Parental leave: up to 18 weeks for birthing parents and up to 10 weeks for non-birthing parents
• 401(k) and Roth plans with 100% match up to the first 4% (immediately vested)
• Professional development reimbursement program
• DEI involvement opportunities (Bond Builder DEI committee)
• 20 free products per year plus friends and family discount