Consumer Affairs Specialist

International Vitamin Corporation•Greenville, SC

About The Position

Overview Position Overview The Call Center Specialist is responsible for handling incoming consumer / customer complaints or inquiries that come into the IVC Call Center relating to the IVC products. This includes taking calls for all customer inquiries, information request and complaints for products manufactured and packaged at IVC. Responsibilities Specific Responsibilities Take and record all calls for inquiries, information requests and complaints for products manufactured and packaged at IVC in the TrackWise complaint database. Handle inbound and outbound calls professionally and courteously. Provide accurate information about products and services to customers. Acquire necessary information from the caller to initiate any needed investigations when the call involves a complaint. De-escalate callers in a professional manner and attempt to steer customer dialogue towards a resolution. Use critical thinking skills to determine the necessary course of action and resolve inquiries or complaints with appropriate tone, content, direction, and regulatory compliance. Record detailed notes and information in the TrackWise complaint database. Document pertinent issues during case entry and follow up. Listen, talk, type and perform research simultaneously using various research channels, both online and hard copy. Immediately communicate any complaints received that need to be escalated to department management. Initiate follow-up calls to the consumer when additional information is required for the case and/or investigation. Assist with complaint investigations by gathering needed information for the investigators. Ensure that cases, as a department, are closed in a timely manner. Complete assignments in a timely manner. Escalate complex inquiries to appropriate departments or supervisors. Maintain detailed records of customer interactions and transactions. Follow communication scripts and procedures when handling different topics. Meet or exceed performance targets set by management. Collaborate with team members to achieve team goals. Assist with product return processing by utilizing photography and recording detailed notes in TrackWise, as needed. Update Product Information such as Product Labelling, Product Images, Questionnaires, Label Masters, Nutritional Information, Product Descriptions and maintain Product Status Changes in the TrackWise database to serve as an accurate resource for consumer inquiries. Initiate consumer refunds by verifying refund terms are met, researching product cost, generating check requests, submitting requests to AP and close loop by attaching final remittance in TrackWise. Notify Supervisor or Department Manager when repetitive inquiries or complaint trends are observed. Utilize Oracle to ensure Product Codes and Lot Numbers are accurately captured in TrackWise. Assist in maintaining any call metrics as required. General Responsibilities Ability to work on a personal computer in a stationary position and handle phone calls for extended periods during the day. Act professionally in an office environment. Comply with company confidentially and security standards and guidelines. Good attendance is required. Must be flexible to assist with workloads, planned/unplanned absences and work flexible hours when requested. Requires regular attendance to perform essential elements as contained herein between the assigned start and end times for work. Performs such individual assignments as management may direct. Other duties as assigned.

Requirements

High school diploma or equivalent.
Previous experience in a call center or customer service environment preferred.
Excellent verbal and written communication skills.
Excellent verbal and written communication skills including high professionalism when communicating to outside consumers.
Strong interpersonal skills, excellent attention to detail and high organizational skills.
Must be a self-starter and able to work independently in a fast-paced, dynamic, team environment.
Ability to follow written and verbal policies and procedures.
Ability to quickly access and retrieve information using a PC and basic understanding of Microsoft Office products (Excel, Word, and Outlook). Previous usage of complaint database and /or software system preferred.
Ability to handle stressful situations professionally.
Proficiency in using CRM software and other relevant computer applications.
Ability to work effectively in a team environment.
1-2 years of Call Center/Customer Service experience (preferably in nutritional or medical field)
Or
3-5 years of experience in a GMP facility (food, dietary supplement, pharmaceutical facility) with no previous Call center/Customer Service.

Responsibilities

Take and record all calls for inquiries, information requests and complaints for products manufactured and packaged at IVC in the TrackWise complaint database.
Handle inbound and outbound calls professionally and courteously.
Provide accurate information about products and services to customers.
Acquire necessary information from the caller to initiate any needed investigations when the call involves a complaint.
De-escalate callers in a professional manner and attempt to steer customer dialogue towards a resolution.
Use critical thinking skills to determine the necessary course of action and resolve inquiries or complaints with appropriate tone, content, direction, and regulatory compliance.
Record detailed notes and information in the TrackWise complaint database. Document pertinent issues during case entry and follow up.
Listen, talk, type and perform research simultaneously using various research channels, both online and hard copy.
Immediately communicate any complaints received that need to be escalated to department management.
Initiate follow-up calls to the consumer when additional information is required for the case and/or investigation.
Assist with complaint investigations by gathering needed information for the investigators.
Ensure that cases, as a department, are closed in a timely manner.
Complete assignments in a timely manner.
Escalate complex inquiries to appropriate departments or supervisors.
Maintain detailed records of customer interactions and transactions.
Follow communication scripts and procedures when handling different topics.
Meet or exceed performance targets set by management.
Collaborate with team members to achieve team goals.
Assist with product return processing by utilizing photography and recording detailed notes in TrackWise, as needed.
Update Product Information such as Product Labelling, Product Images, Questionnaires, Label Masters, Nutritional Information, Product Descriptions and maintain Product Status Changes in the TrackWise database to serve as an accurate resource for consumer inquiries.
Initiate consumer refunds by verifying refund terms are met, researching product cost, generating check requests, submitting requests to AP and close loop by attaching final remittance in TrackWise.
Notify Supervisor or Department Manager when repetitive inquiries or complaint trends are observed.
Utilize Oracle to ensure Product Codes and Lot Numbers are accurately captured in TrackWise.
Assist in maintaining any call metrics as required.
Ability to work on a personal computer in a stationary position and handle phone calls for extended periods during the day.
Act professionally in an office environment.
Comply with company confidentially and security standards and guidelines.
Good attendance is required. Must be flexible to assist with workloads, planned/unplanned absences and work flexible hours when requested.
Requires regular attendance to perform essential elements as contained herein between the assigned start and end times for work.
Performs such individual assignments as management may direct.
Other duties as assigned.