eCommerce Support Specialist (Nutricia + Kate Farms)

Danone•White Plains, NY

10d•Hybrid

About The Position

eCommerce Support Specialists help consumers with eCommerce-related questions and product information. They quickly identify issues and determine the best route to resolution. Specialists support consumers through phone, email (webform), and live chat during established support hours, and provide input for Help Center articles that may deflect questions. This role is primarily performed in a remote office setting within Danone’s hybrid work environment. It requires a quiet, private home workspace without background noise and may require travel to Danone corporate offices as needed. The employee must be able to remain seated or standing for extended periods and handle lifting objects weighing up to 12 pounds, as well as bending, stooping, kneeling, reaching, and climbing stairs. The salary range is $44,000–$63,000 USD. The exact salary offered depends on relevant experience, geographic location, internal equity, and market conditions. The role also offers a performance-based bonus and a benefits package. Danone North America Medical Nutrition includes brands such as Kate Farms, Nutricia, Neocate, Pepticate, Functional Formularies, and Real Food Blends. The organization provides science-backed nutrition solutions for people with complex nutritional needs. The position is part of an approximately 450-person North America Medical Nutrition organization within Danone’s broader North American and global network.

Requirements

Bachelor’s degree in English, Spanish, French, Communication Studies, or Humanities, or equivalent experience.
Direct customer experience in a service-related role.
Experience in a support role navigating between calls, emails, and live chat.
Experience using a CRM system to manage consumer profiles, data, and support requests.
Ability to work during core business hours, with flexibility to work varied shifts and holidays as needed.
A quiet and private home workspace without background noise.
Ability to effectively manage difficult consumer interactions.
Strong organization, self-motivation, workload management, and task-completion skills.
Attention to detail and a proactive approach to minimizing mistakes.
Flexibility with scheduling and ability to adapt to changing business needs, remain focused during peak volume, and handle simultaneous tasks.
High emotional intelligence and ability to collaborate effectively with a team.
Ability to lift objects weighing up to 12 pounds, bend, stoop, kneel, reach, climb stairs, and remain seated or standing for extended periods.

Responsibilities

Interact with customers via phone, webform, or chat to provide clear, accurate information empathetically.
Listen patiently and demonstrate understanding in customer interactions, team interactions, and meetings.
Adapt to changing workflows and shifting urgencies, manage multiple priorities and goals, and meet deadlines through efficient time management.
Meet or exceed performance expectations, including customer satisfaction scores, quality scores, and customer resolution time.
Use Customer Care technology platforms to assist customers and capture relevant data that enhances the customer experience.
Follow communication procedures, guidelines, and policies.
Identify and contribute ideas to improve the team and customer experience.
Provide input for Help Center articles to help deflect questions where possible.
De-escalate situations in which consumers become upset.
Use training and the knowledge library to provide consumers with correct, up-to-date information.