Strategic Customer Care Specialist

8 hours ago

Green Bay, Wisconsin, United States Nature's Way Full time
Job Title: Strategic Customer Care Specialist

Join Nature's Way, a leading provider of natural health products, as a Strategic Customer Care Specialist. In this role, you will be responsible for providing exceptional customer service and support to our valued customers and account managers.

Key Responsibilities:
  • Manage customer orders to achieve fill rate, invoice accuracy, and on-time delivery targets.
  • Proactively notify customers and/or brokers of shortages, order changes, and other issues related to their purchase orders.
  • Assist customers and/or brokers with inquiries related to product availability, specifications, prices, and discounts.
  • Work with customers and internal cross-functional teams to address and correct customer fines/fees, price mismatches, and service shortfalls.
  • Collaborate with transportation, warehouse, production planning, inventory, and sales to achieve customer satisfaction.
  • Demonstrate professional communication and follow-through in all internal and external verbal and written exchanges.
  • Serve as a resource to Sales and other cross-functional teams.
  • Develop a trusted advisor relationship with assigned customers. Understand and document each customer's expectations and strive to meet or exceed those expectations.
  • Maintain current, accurate, and thorough Standard Operating Procedures (SOPs).
  • Keep current vendor guides/agreements on file. Review, understand, and document the customer expectations outlined in the guides.
  • Execute and review routine customer account reporting to ensure compliance and accuracy, such as: the discontinued items report; pricing reviews; fill rate report; and fine/fee analysis.
  • Continually assess tasks and processes to find opportunities for improvement, efficiency, accuracy, and cost savings.
  • Achieve expert-level SAP understanding. Execute transactions with speed and accuracy. Keep customer account data accurate and relevant.
Qualifications:
  • Intermediate knowledge and use of Microsoft Word, Outlook, and Excel.
  • Excellent organization and communication skills.
  • Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
  • Ability to prioritize; problem-solve; and think critically in a dynamic environment.
Benefits:
  • Medical: Option to select either a PPO plan or one of 2 high-deductible medical plans that includes a company contribution to your personal health savings bank account.
  • Dental: Delta Dental PPO & an option to select an enhanced dental plan.
  • Vision: Routine preventative coverage under medical plan and an option to elect additional voluntary coverage.
  • Time Off: All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.
  • 401K Plan: Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.
  • Other benefits: Company-provided short-term & long-term disability, life and AD&D insurance, flexible spending accounts, voluntary critical illness & accident coverage, new parent phase-in program & paternity leave, educational assistance reimbursement, product discounts & a wellness program.

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