Customer Service Associate, Ecom
Location - Remote
Salary - $20 - $22/hr
POSITION SUMMARY
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.
Essential Function Statements
- 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 published by greenhouse
First Name, Last Name, Email, Phone, Resume/CV, Cover Letter, Location
- Preferred First Name optional
- LinkedIn Profile optional
- Will you be able to provide proof of your identity and employment eligibility if you are hired? choose one
- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? choose one
- I hereby authorize Nordic Naturals, to thoroughly investigate my references, work record, education and other matters related to my suitability for employment and, further, authorize the references I have listed to disclose to the company any and all letters, reports and other information related to my work records, without giving me prior notice of such disclosure. In addition, I hereby release the Company, my former employers and all other persons, corporations, partnerships and associations from any and all claims, demands or liabilities arising out of or in any way related to such investigation or disclosure. choose one
- I hereby certify that I have not knowingly withheld any information that might adversely affect my chances for employment and that the answers given by me are true and correct to the best of my knowledge. I further certify that I, the undersigned applicant, have personally completed this application. I understand that any omission or misstatement of material fact on this application or on any document used to secure employment shall be grounds for rejection of this application or for immediate discharge if I am employed, regardless of the time elapsed before discovery. choose one
- I understand that nothing contained in the application or conveyed during any interview which may be granted or during my employment, if hired, is intended to create an employment contract between me and the Company. In addition, I understand and agree that if I am employed, my employment is for no definite or determinable period and may be terminated at any time, with or without prior notice, at the option of either myself or the Company and that no promises or representations contrary to the foregoing are binding on the Company unless made in writing and signed by me and the Company’s designated representative. choose one
- Should a search of public records (including records documenting an arrest, indictment, conviction, civil judicial action, tax lien or outstanding judgment) be conducted by internal personnel employed by the Company. I am entitled to copies of any such public records obtained by the Company unless I indicate waiver below. If I am not hired as a result of such information, I am entitled to a copy of any such records even though I have waived below. choose one
- I waive receipt of a copy of any public record described in the paragraph above. choose one
- How did you hear about this position?