Customer Service Associate, ECOM

Nordic Naturals; United States; Hybrid; USD 27,552 - 30,307; Full time

Job summary

A leading wellness company is seeking a Customer Service Specialist to handle customer interactions via phone, email, and chat. The successful candidate will ensure a high level of customer satisfaction while assisting with order processing and subscription management. Bilingual speakers in English and Spanish are preferred. This full-time position involves working varied hours to assist customers across different time zones.

Qualifications

• Must be proficient with customer service tools.
• Must be able to handle inquiries through various channels.
• Detail-oriented with minimal errors in order entry.

Responsibilities

• Respond to customer inquiries via email, phone, and chat.
• Resolve issues related to products and services.
• Share product knowledge to assist customers.

Skills

Bilingual (Fluent in both English and Spanish)

Customer oriented

Detail-oriented

Proactive

Time management

Independent

Effective communication

Enthusiastic

Multi-tasker

Self-motivated

Tools

MS Office

Zendesk

Shopify

Chat

Phones

SAP

Job description

This range is provided by Nordic Naturals. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$20.00/hr - $22.00/hr

Direct message the job poster from Nordic Naturals

The 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

• Respond to customer inquiries in a professional, cordial and timely manner, delivering accurate and complete responses via email, phones, and chat.
• Resolve 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.
• Bilingual (Fluent in both written and verbal communications in English/Spanish).
• All other duties as assigned.

POSITION QUALIFICATIONS

Competency Statements

• Positive - Maintains a positive view of 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.
• Detail-oriented - 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 words clearly and concisely.
• Customer Oriented - Takes care of the customers’ needs while following company procedures.
• Must be Bilingual in Spanish.
• 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 one's ability using their 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 & ABILITIES

Computer Skills:

Must be proficient with MS Office, Zendesk, Shopify, Chat, Phones. Knowledge and/or understanding of SAP would be beneficial but not necessary.

Seniority Level

• Associate

Employment Type

• Full-time

Job Function

• Customer Service

Industries

• Wellness and Fitness Services

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