Product Knowledge Specialist
2 weeks ago
About the Role:
Talent Canvas is seeking a highly skilled Consumer Care Expert to join our team. As a key member of our consumer care team, you will be responsible for developing and managing all product knowledge content for consumer care and direct-to-consumer systems.
Key Responsibilities:
- Develop and maintain product knowledge content for consumer care and direct-to-consumer systems, ensuring accuracy and relevance.
- Create educational product knowledge training materials for consumer care contact center agents.
- Work closely with brand, quality assurance, regulatory, commercialization, consumer care, and direct-to-consumer teams to gather insights and ensure content reflects the latest product updates and consumer needs.
- Design and implement product knowledge training programs for consumer care agents, focusing on product knowledge and best practices.
- Conduct product knowledge training sessions, workshops, and one-on-one consumer care agent coaching to improve team performance, product knowledge, and nutrition-related understanding.
- Monitor and evaluate the effectiveness of product knowledge training programs and content through feedback, performance metrics, and quality assessments.
- Implement product knowledge training improvements based on feedback from consumer interactions and consumer care and/or direct-to-consumer management.
Requirements:
- 4+ years of experience in customer service and/or contact center operations.
- 3+ years in a role involving product knowledge content management; focus on nutritional field a plus.
- 2+ years of relevant experience working in CPG environment preferred.
- Bachelor's degree in Nutrition, Dietetics, Education, Business, Communications, or a related field.
- Registered Dietitian (RD) or Registered Dietitian Nutritionist (RDN) credential is a plus.
- Ability to drive and influence complex decision-making with various stakeholder groups and build consensus.
- Passion to learn, train, educate, and teach.
- Ability to explain complex information to a wide variety of audiences a plus.
- Strong organizational skills, detail orientated, and strong sense of commitment.
- Self-directed with a demonstrated sense of accountability.
- Ability to adapt to the changing needs of a dynamic growth-oriented business.
- Effective leadership, teamwork, and organizational skills.
Working Conditions:
- Position is remote but will need to travel to Irvine, CA ~6 times per year. Must sit on West Coast.
- Travel may be required from time to time.
- May include prolonged periods sitting at a desk and working on a computer.
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