POSITION SUMMARYThe Customer Service Specialist will maintain the day to day customer-facing interactions through phones, email and chat. In this role, the successful candidate will focus on delighting our customers by delivering first class customer service to include, but not limited to, order processing, subscription management and product questions. ESSENTIAL FUNCTIONS Reasonable Accommodations StatementTo accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions. Essential Function Statement(s)
- Respond to customer inquiries in a professional, cordial and timely manner, delivering accurate and complete responses via email, phones and chat.
- Resolves product or service issues by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Share product knowledge and assist with product selection.
- Resolve billing and technical issues and provide order status information.
- Assist customers with subscription, tracking and account management
- Become a product knowledge expert by learning about our health and wellness products, and the differences for products on each channel (Pro; Retail; Ecom & Marketplace)
- Provide first class customer service at all times (email, phones, chat)
- Adhere to company policies on pricing, shipping, and discounts.
- Work modified hours to accommodate our east coast / west coast customers by starting at 6:00 a.m. or finishing at 6:00 p.m.
- All other duties as assigned.
POSITION QUALIFICATIONSCompetency Statements
- Positive - Maintains a positive view all situations and leads by example in every interaction
- Time Management - Prioritizes work and moves through volumes quickly, efficiently and accurately to meet performance KPI's.
- Pro-active - Looks to support colleagues when the need arises and is always willing to take on new areas of opportunity
- Accountable - Takes ownership for responsibilities, acknowledges and learns from mistakes
- Detailed- Must be able to pay attention to details and enter orders with minimal errors
- Multi-tasker- Ability to balance, prioritize and maintain various daily tasks and move through large volumes quickly
- Independent - Must be self-motivated and able to manage obligations without direct supervision.
- Communication - Ability to communicate effectively with others using spoken and written word clearly and concisely.
- Customer Oriented - Takes care of the customers' needs while following company procedures.
- Enthusiastic - Ability to bring energy to the performance of a task and delight the customer
- Self Motivated - Driven individual that is inspired to perform a task to the best of ones ability using his or her own drive or initiative.
- Growth - A desire to grow within the department and/or company in order to build a successful professional career with Nordic Naturals
SKILLS & ABILITIESComputer Skills:Must be proficient with MS Office, Zendesk, Shopify, Chat, Phones. Knowledge and/or understanding of SAP would be beneficial but not necessary. Certifications & Licenses: N/AOther Requirements:
- Six months to one year related experience
Pay, Benefits & Perks:The estimated hourly pay for this role is $20.00 to $22.00 . This pay is an estimate and the exact compensation may vary depending on an applicant's location, skills, prior experience, professional qualifications, and other relevant factors. Additional compensation may also include incentive compensation (i.e. bonus or commission) if applicable. At Nordic Naturals, 'step one' toward achieving our goal of a healthy world is taking care of our family of employees. We offer a comprehensive and attractive benefits program to employees and eligible family members. Our benefits & perks include the following:
- Multiple Health Plan Options
- Dental & Vision
- Dedicated Mental Health & Wellness Plan
- Access to Multiple EAP Plans
- Employer Paid Life Insurance
- PTO
- Paid Holidays (9 holidays per year)
- Paid Sabbatical (3 weeks of paid sabbatical after every 5 years of employment)
- 401(k) Retirement Plan (employer matches dollar for dollar up to 3%)
- Free Monthly Supplements
- Product Discount Program
- Wellness Coach
Nordic Naturals is an equal opportunity employer. A pre-employment drug screening and background check are conditions of employment. At Nordic Naturals, we're committed to delivering the world's safest, most effective nutrients essential to health. Our award-winning omega-3 fish oil and other foundational nutrients are research supported, expertly formulated, rigorously tested, proven effective and, best of all, great tasting. With products for the whole family, we deliver the nutrients essential for healthy living. Nordic Naturals has been revolutionizing omega-3s since 1995, pioneering a new definition of fish oil as it relates to purity, freshness, taste, and dosage. Headquartered in Watsonville, CA, the company has expanded beyond solely omega-3s and offers complementary, foundational nutrients essential to health. Our portfolio, which is distributed to over 35 countries, includes more than 200 products in a variety of flavors and formulations for adults, kids, athletes, and pets. Family owned; Nordic Naturals works passionately to see generations of healthier, happier people around the world.