Customer Service Associate, Ecom

Nordic-Naturals; Watsonville (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

Nordic Naturals is seeking a Customer Service Specialist to handle day-to-day customer interactions via phones, email and chat, focusing on order processing, subscription management and product questions.

You will become a product knowledge expert across channels, resolve billing and technical issues, assist with account management, and provide first-class service while aligning with East/West Coast hours.

Qualifications

• Six months to one year related customer service experience.
• Bilingual in English and Spanish required.
• Proficient with MS Office, Zendesk and Shopify; strong communication skills.

Responsibilities

• Respond to customer inquiries via email, phone and chat in a professional, timely manner.
• Resolve product or service issues by clarifying the complaint and guiding to a solution.
• Assist customers with subscription, tracking and account management.

Skills

Customer service

Communication

Time management

Multi-tasking

Detail oriented

Bilingual English/Spanish

Tools

Zendesk

Shopify

MS Office

Chat

Job description

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

Reasonable Accommodations Statement

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

• Respond to customer inquiries in a professional, cordial and timely manner, delivering accurate and complete responses via email, phones and chat.
• Resolves 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 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
• 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 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 his or her 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.

Certifications & Licenses: N/A

Other Requirements:

• Six months to one year related experience

As set forth in Nordic Naturals's Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.