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Customer Service Associate- Pro

3 months ago

Watsonville, United States Nordic Naturals Full time
Job DescriptionJob Description

POSITION SUMMARY:


The Customer Service Associate, Pro Division will support the success of the professional sales division by being a part of a team supporting the Professional Division’s sales team, handling order entry, inbound calls, assisting customers via phone, email and chat. The right candidate will possess a strong dedication to working with a team to achieve a common goal at a higher standard. This is an experienced customer service role and entry-level sales role. Leadership has a desire to cultivate and identify sales support performers and transition them to Sales Associates. This is a great opportunity to join an amazing company, and develop your career with America’s # 1 Omega-3 supplement brand.


ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Function Statement(s)

  • Thorough knowledge and understanding of Pro product offerings v. Retail alternative

  • Explaining products, services and pricing to customers

  • Identify and execute upselling opportunities. Adhere to company policies on pricing, shipping, discounts

  • Ensuring each customer receives excellent customer service and an enjoyable customer experience.

  • Engage in productive time management to fulfill essential job functions

  • Meets or exceeds KPI’s in place based on personal performance

  • Works closely with colleagues to achieve financial goals for the division

  • Cross trained to support Ecom (Shopify; SAP; Zendesk, ReCharge)

  • Required to work an early or late shift in order to service our customers

  • Regularly meet with management to discuss opportunities for improvement

  • Accurate Order Entry

  • Process incoming order desk opportunities in a timely manner

  • Log calls and tasks in Salesforce

  • Proficiency with multi-phone systems and professional demeanor when interacting with customers, both internal and external

  • Appropriately field a large volume of inbound calls

  • Proficiency and understanding of Salesforce; SAP; Zendesk; Shopify and other platforms identified to support the business, upon completion of training

  • Other duties as assigned or required


POSITION QUALIFICATIONS

Competency Statement(s)

  • Positive - Ability to view all situations with a positive attitude.

  • 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

  • Independent – Must be self-motivated and able to manage obligations without direct supervision.

  • Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

  • Communication - Ability to communicate effectively with others using spoken and written word clearly and concisely.

  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

  • Enthusiastic - Ability to bring energy to the performance of a task.

  • Self Motivated - Ability to be internally inspired to perform a task to the best of ones ability using his or her own drive or initiative.

SKILLS & ABILITIES

Other Requirements

  • 2+ years customer service experience

  • Ability to multitask in a fast paced environment

  • Proficiency and understanding of Zendesk, Shopify, ReCharge

  • Salesforce and/or SAP experience a plus

Pay, Benefits & Perks:

The estimated hourly pay 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.