Customer Service Rep

Kids for the Future; Wadsworth (OH); Hybrid; USD 35,000 - 52,000; Full time

Benefits offered by this job

Company matched 401k

Hybrid work environment

Paid vacation time

Paid holidays

Tuition Reimbursement

HSA/FSA

Job summary

Foundation Wellness in Ohio is seeking a Customer Service Representative to engage with customers via phone, email and chat, answering questions, processing orders, and resolving issues to ensure high satisfaction. The role supports process improvements and ERP-related initiatives across departments.

The candidate will maintain product knowledge across multiple brands, build strong customer relationships and strive for first-contact resolution with both B2B and D2C customers.

Qualifications

• 2+ years in customer service preferred.
• Excellent interpersonal and customer service skills.
• Strong written and verbal communication abilities.
• Sound judgement and problem-solving.
• Able to adapt to different customer types.
• Work independently and as part of a team.
• Good time management and prioritization.
• Basic computer skills and typing proficiency.
• Comfortable with multiple software programs and systems.
• Attention to detail and accuracy.

Responsibilities

• Handle incoming emails, phone calls and chats from B2B and D2C customers.
• Provide customer support to Sales Team.
• Maintain product knowledge across multiple brands and products.
• Build sustainable relationships with customers through open communication.
• Aim for first contact resolution on all inquiries.
• Resolve and document quality complaints.
• Set up and maintain customer accounts.
• Document customer interactions.
• Collaborate with internal teams (marketing, finance, supply chain, operations).
• Support ERP implementation and process improvement projects.

Skills

Customer service

Interpersonal skills

Communication skills

Problem solving

Time management

Attention to detail

Team collaboration

Typing proficiency

ERP system knowledge

Tools

ERP software

Job description

Description

Trusted for 90 years, Foundation Wellness, a manufacturer of branded and custom-engineered health and wellness products is seeking a Customer Service Representative to join our team.

As part of the applicant process, we ask that you complete a Culture Index personality assessment. It is a brief survey, and will take you between 5-15 minutes to complete. Your application will not be reviewed if you do not complete this step:

What We Offer

• Company matched 401k
• Hybrid work environment
• Paid vacation time
• Paid holidays
• Tuition Reimbursement
• HSA/ FSA
• Great workplace culture striving to be an industry leading top place to work

Summary

Responsible for engaging with customers via phone, email and chat, to answer questions, place orders, resolve emerging problems, provide expert knowledge about products and services. Provide excellent service experience and maintain high customer satisfaction. Support on process/ system improvements and other continuous improvement projects.

Essential Duties and Responsibilities

• Handle incoming emails, phone calls and chats from both B2B and D2C customers
• Provide customer support to Sales Team
• Maintain product knowledge and provide recommendations across multiple brands and product types
• Build sustainable relationships and trust with customers through open and interactive communication
• Strive for first contact resolution for all customer contacts
• Resolve and document quality complaints
• Account setup and maintenance
• Document customer interactions
• Assist/partner with internal customers such as but not limited to marketing, finance, supply chain and operations
• Support ERP implementation
• Support long term continuous improvement projects and initiatives for both internal and external customers.

Required Skills

• 2+ years of customer service experience preferred
• Excellent interpersonal and customer service skills
• Strong communication skills, both written and verbal
• Sound judgement and decision making, solve problems
• Ability to adapt/respond to different types of customers
• Ability to work independently and as a team contributor
• Time management and ability to prioritize
• Basic computer skills required with typing proficiency
• Comfortable using multiple software programs and systems
• Attention to detail and focus on accuracy

Language Skills

Ability to read and interpret documents such as purchase orders, routing and compliance documents, invoices, account applications, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Ability to speak effectively before groups of customers and/or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,

common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and

interpret bar graphs. Interpret and explain basic financial documents such as invoices and payment records.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in