Senior Coordinator Customer Service Contact - 2nd Shift

Nestlé; Fremont Township (MI); On-site; USD 39,000 - 56,000; Full time

Benefits offered by this job

401k with company match

Healthcare coverage

Job summary

Nestlé USA is seeking a Senior Coordinator, Customer Service Contact - 2nd shift to be the voice of the brand across consumer, caregiver and health care professional inquiries, complaints and praise. You will support Nestlé Nutrition CES and all brands within its scope, delivering expert advice, nutrition education, and personalized solutions.

The role emphasizes multichannel written engagement (SMS, chat, email, WhatsApp, social), 24/7 potential, and alignment with FDA/Nestlé requirements.

Qualifications

• Minimum high school diploma or GED.
• Ability to communicate effectively, both verbally and in writing, with customers and internal business partners.
• Ability to use computer-based systems and applications required to perform the role.
• Ability to identify customer issues, evaluate available information, and determine or elevate appropriate solutions.
• Ability to provide customer service by responding to customer questions, requests, and concerns.

Responsibilities

• Primarily written channels focused (SMS text, live chat, e-mail, WhatsApp, Social Media) with the ability to flex as needed.
• Support all brands within the scope for Nestlé Nutrition CES.
• Foster consumer loyalty while driving sales and market share through exceptional customer service, expert advice, nutrition and product education, and personalized solutions.
• Facilitate and support eCommerce initiatives and product transactions.
• Process quality incidents in accordance with FDA and Nestle requirements.
• Advanced competency with CRM Salesforce Engage OMNI, Product Information, Consumer Data Privacy handling.
• Outbound medical professional detailing and promotion.
• This position may support a 24/7 engagement center and could require availability for holidays, evenings and weekends.

Skills

Written communication

Verbal communication

Ability to use computer systems

Issue identification & resolution

Customer service excellence

Education

High school diploma or GED

Tools

Salesforce Engage OMNI

Job description

Foods you love. Brands you trust. And a career that empowers you to grow.
At Nestlé USA, we’re all working towards the same goal – to delight and deliver for our consumers. With a rich portfolio of beloved brands, including DiGiorno, Toll House, and Coffee mate, in 97% of U.S. households, we have a unique opportunity – and responsibility – to be there for every moment in our consumers’ lives.

Joining Nestlé means becoming part of an inclusive workplace that inspires innovation, encourages strategic thinking and creativity, and celebrates your achievements. No matter where you work within the organization, you are empowered to challenge the status quo, embrace risk-taking, and pioneer new ideas. Our supportive and collaborative environment encourages bold ambitions and continuous learning so that everyone can grow and thrive.
This position is not eligible for Visa Sponsorship.

As a Senior Coordinator, Customer Service Contact - 2nd shift, you serve as the voice of the brand to engage with consumers, caregivers and health care professionals responding to inquiries, complaints and praise. This role supports the Nestlé Nutrition CES team and all brands within the scope of this team.

KEY RESPONSIBILITIES:

• Primarily written channels focused (SMS text, live chat, e-mail, WhatsApp, Social Media) with the ability to flex as needed
• Support all brands within the scope for Nestlé Nutrition CES
• Foster consumer loyalty while driving sales and market share through exceptional customer service, expert advice, nutrition and product education, and personalized solutions.
• Facilitate and support eCommerce initiatives and product transactions
• Process quality incidents in accordance with FDA and Nestle requirements.
• Advanced competency with CRM Salesforce Engage OMNI, Product Information, Consumer Data Privacy handling
• Outbound medical professional detailing and promotion
• This position may support a 24/7 engagement center and could require availability for holidays, evenings and weekends.

QUALIFICATIONS / CERTIFICATIONS:

• A minimum High school diploma or GED.
• Ability to communicate effectively, both verbally and in writing, with customers and internal business partners.
• Ability to use computer-based systems and applications required to perform the role.
• Ability to identify customer issues, evaluate available information, and determine or elevate appropriate solutions.
• Ability to provide customer service by responding to customer questions, requests, and concerns.

Preferred Qualifications

• Additional education or certification related to customer service.

Salary:$39,168.00 to$56,045.00 per year

Bonus Eligibility:Yes

Thepay rangeprovided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location. It is not typical for an individual to be hired at top of range.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more athttps://www.nestlejobs.com/nestle-in-the-us-benefits

It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

The Nestlé Companies are equal employment opportunity employers. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at [e-mail] or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition:424980