Business Customer Care Representative II

Nature's Way•Green Bay, WI

About The Position

Welcome to Nature's Way, where we believe nature is the best way to holistic health and should be available to everyone. We are seeking a Business Customer Care Representative II to join our team and help people live healthy lives. This role provides front-line support, manages customer relationships through various channels, and acts as a Subject Matter Expert for key applications and processes. The position also involves onboarding, training new hires, maintaining training tools, and participating in process improvement initiatives. Additionally, this role supports the Business and Integrative Customer Care teams with administrative duties such as auditing, reporting, and scheduling.

Requirements

Intermediate level knowledge and use of Microsoft Word, Outlook, and Excel.
Excellent organization and communication skills.
Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
Ability to prioritize, problem-solve, and think critically in a dynamic environment.
Ability to work independently and with a team and make decisions quickly and logically.
Must possess a willingness and ability to learn.
Must possess the ability to deal with others efficiently, professionally, and diplomatically.
Must be detail-oriented.

Nice To Haves

Associate degree or bachelor’s Degree preferred.
SAP or other ERP software experience preferred.

Responsibilities

Demonstrate an advanced understanding of tools and technology used to perform daily tasks, including SAP order processing, SAP Cloud 4 Customer, and Contact Center software.
Support the Business and Integrative Customer Care teams. This includes auditing, reporting, scheduling, and other miscellaneous tasks/projects.
Provide new, refresher, and cross-training for teams as needed.
Responsible for portions of onboarding, scheduling, and training of new hires as well as maintaining/creating any necessary training tools.
Provide ongoing education for existing applications and tools as needed. Such as sharing tips and tricks, updates, new features, shortcuts, efficiencies, etc.
Manage the SOP process, tools, and repositories. This includes revising and creating new SOPs.
Serve as a Subject Matter Expert on the team for key applications and processes.
Handle internal and external customer contacts through all company-supported channels, including phone, email, chat, fax, and website.
Provide fast, courteous, and accurate transactional support to all assigned customer groups, including but not limited to order entry, account maintenance, delivery tracking, and returns processing.
Maintain pricing, discounting, and promotion knowledge across all Nature’s Way channels to service all customers accurately and efficiently.
Effectively manage and uphold company policies, including the NW Standard Terms and Conditions, Authorized Reseller policy, and MAP.
Review orders for compliance with key factors such as pricing, item numbers, and special requests. Identify price discrepancies and work with the customer and Sales to resolve.
Develop and maintain strong customer relationships. Ensure follow-through and follow-up.
Build and maintain strong relationships with the Sales team by providing guidance and system support, which includes car stock entry and knowledge of current promotions.
Relay vitamin and supplement product information to customers while adhering to required legal and regulatory instructions and limitations as defined in training.
Support Specialty Retail customers, consumers, and practitioners by providing product details, available promotions, assistance with orders, and other miscellaneous transactions.
Ensure a deep understanding of products and applications across all of Nature's Way channels.
Anticipate and identify issues and proactively work to solve them.
Accountable for meeting key metrics in areas such as service levels and phone etiquette.
Ensure world-class customer care through ongoing high-quality, professional contact via phone, email, chat, fax, or direct mail as needed.
Support Customer Care overflow interactions as needed.

Benefits

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.
Dental Delta Dental PPO & an option to select an enhanced dental plan.
Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage
Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.
401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.
Company provided short-term & long-term disability
Life and AD&D insurance
Flexible spending accounts
Voluntary critical illness & accident coverage
New parent phase-in program & paternity leave
Educational assistance reimbursement
Product discounts & a wellness program