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 Statement(s)

• 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