Integrative Customer Care Specialist

Job Description

Job Description

Integrative Customer Care Specialist

Work Hours : 8:30am - 5pm

Welcome to a better way, an authentic way.  Welcome to Nature’s Way.  

We believe that nature is the best way to holistic health, and it should be available to everyone.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce. 

Our customers trust: 

• Our products to be the gold standard
• Our words to be true
• Our claims to be honest,
• Our actions to have integrity.

And we’ve been leading the way since 1969.

Be a part of helping people live healthy lives as our new Integrative Customer Care Specialist.

SUMMARY
The Integrative Customer Care Specialist is a senior member of the Customer Care Team, responsible for delivering front-line support to our customers and managing relationships across various channels. All customer and sales inquiries will be handled in a professional manner consistent with the Nature’s Way Mission.  This role may also serve as backup for the Business and Consumer Customer Care teams. 

The Integrative Customer Care Specialist is also responsible for resolving escalated calls, handling complex customer situations, troubleshooting system issues, assisting representatives with questions, and ensuring team adherence to procedures.  

In addition, the Integrative Customer Care Specialist will at times design and implement new workflows, enhance existing processes, and execute business-driven technology initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Assists sales managers and customers with order entry, returns, new account activation, inquiries, general support, and account maintenance. This includes working with, and communicating pricing and promotions.
• Provides exceptional customer service to internal and external customers through consistent and professional communication across all channels, including phone, chat, fax, and email.
• Adheres to required legal and regulatory instructions for all communications.
• Develops and maintains strong internal and external customer relationships. 
• Responsible for accurate, efficient, and thorough processing of all assigned interactions.
• Reviews orders for compliance related to pricing, discounts, item numbers, etc. Identifies price discrepancies and works with the account and sales managers to resolve them.
• Identifies, addresses, and resolves all issues thoroughly and efficiently.
• Responsible for adhering to all company and department processes, procedures, and policies.
• Accountable for meeting the established goals/metrics in all areas, such as interaction handling and adherence to processes and procedures.
• Fosters a collaborative team environment by demonstrating flexibility and maintaining a positive attitude.
• Exhibits a strong understanding of the tools and technologies used for daily tasks. This includes systems that support order and return processing, promotions, interaction documentation, and the Contact Center software used to manage calls, chats, and emails.
• Support the Business and Consumer teams by providing back-up coverage when needed.
• Collaborate and communicate cross-functionally among multiple departments to resolve the more complex issues in a timely manner.
• Serve as the escalation resource and a Free Goods backup.
• Design and implement new workflows, enhance existing processes, and execute business-driven technology initiatives.
• Work closely with management to provide customer and employee insights that identify potential process improvements or training needs.
• Work closely with the Web team to report and resolve miscellaneous issues.
• Manage Shopify processes, including management of fraud and correction of order issues.

QUALIFICATIONS 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working knowledge 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.

EDUCATION AND/OR EXPERIENCE

• High school diploma or general education degree (GED). Associate degree or bachelor’s Degree preferred.
• A minimum of three years’ customer care, clerical office work, and/or sales experience is required.
• SAP or other ERP software experience preferred. 

OTHER SKILLS AND ABILITIES

• Ability to work independently and with a team, and make decisions quickly and logically.
• Must possess a willingness and ability to learn.
• Must possess the ability to deal with others efficiently, professionally, and diplomatically.
• Must be detail-oriented.
• Ability to build strong, positive rapport with associates in a team environment; ability to lead through personal example that communicates integrity, core values, and consistency in decision-making.
• Ability to coach and mentor others, including developing others and promoting teamwork.

All benefits are effective on day 1 of employment.

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.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

• 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

Start Helping People live Healthy lives today!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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