Associate Customer Service Representative (Customer Contact Center - Remote Opportunity)

Nestlé • Riviera Beach, FL

280d • $35,000 - $40,000 • Remote

About The Position

The Associate Customer Service Representative (B2C) is responsible for providing a high level of support to consumers, retailers, health professionals, and internal customers regarding Garden of Life, Solgar and American Health brand product usage, ingredients, and/or handling at Nestle Health Science USA. This role will also be responsible for responding to and assisting customers with product questions, account maintenance, managing orders, and website content via phone, email or through website 'Contact Us' page. This is a remote-based opportunity that works Monday to Friday (9:00 am to 6:00 pm ET) and no weekends. This role is also eligible for overtime.

Requirements

• High School Diploma or GED required; Bachelor's degree preferred.
• 1+ years of experience working in eCommerce, direct-to-consumer or in a wholesale customer service role within a Contact Center or Help Desk capacity with CRM or ticketing platforms preferred.
• Must have excellent customer service skills, be empathetic and detail-oriented.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) required.
• Must have excellent communication (oral and written), organizational, time management and stakeholder management skills.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must be able to work a flexible work schedule and hours Monday through Friday with full availability during the morning, afternoon and evening.
• Knowledgeable about nutrition and the Health Food industry is highly desired.

Responsibilities

• Respond to customer requests and product inquiries via live telephone calls, written correspondences, faxes, and emails consistent with legal and regulatory guidelines.
• Serve as a subject matter expert for consumers, internal customers, and retailers by accurately relaying vitamin and supplement product information pertaining to usage, ingredients, and/or handling.
• Thoroughly document all customer interactions and process incomplete service requests within the incident management system and Oracle database.
• Assist the Quality Control, Product Development and other internal departments with reports pertaining to customer feedback and trends.
• Provide timely, accurate, and courteous support for customer transactions on gardenoflife.com including but not limited to account maintenance, address corrections, order cancellations, password resets, delivery tracking, and product questions.
• Assist in the replacement of mis-picked or damaged items and partner with Finance in researching questions regarding charges and/or credits and remediating on hold orders.
• Identify issues with the online ordering process, promotion codes, and/or product descriptions and communicate to Senior Manager, Product Support & eCommerce.
• Maintain knowledge of evolving products, terms of service, and regulatory information published in FAQs and company newsletters. Participate in product trainings, webinars, and on-demand learning modules as requested.
• Leverage eCommerce, consumer, and retailer feedback regarding Garden of Life's website and portfolio of products to provide edits on existing script and/or propose drafts for new scripts for customer FAQ's, internal Q&A's, and improvement of eCommerce DTC self-service offerings.
• Perform additional duties and responsibilities as required.

Benefits

• 401k with a company match
• healthcare coverage
• performance-based incentives
• broad range of other benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Food Manufacturing
• Education Level: High school or GED