Integrative Customer Care Specialist

Nature's Way•Green Bay, WI

About The Position

The Integrative Customer Care Specialist is a senior member of the Customer Care Team who provides front-line support to customers and manages relationships across multiple channels. The role handles customer and sales inquiries professionally and in alignment with Nature’s Way’s mission, and may provide backup coverage for the Business and Consumer Customer Care teams. The specialist resolves escalated calls and complex customer situations, troubleshoots system issues, assists representatives, and helps ensure adherence to team procedures. The role also designs and implements workflows, improves existing processes, and carries out business-driven technology initiatives. Work hours are 8:30 a.m. to 5:00 p.m.

Requirements

Working knowledge 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, solve problems, and think critically in a dynamic environment.
High school diploma or GED.
At least three years of customer care, clerical office work, and/or sales experience.
Ability to work independently and as part of a team, and to make decisions quickly and logically.
Willingness and ability to learn.
Ability to interact with others efficiently, professionally, and diplomatically.
Detail-oriented approach.
Ability to build positive rapport with associates and lead by personal example, demonstrating integrity, core values, and consistency in decision-making.
Ability to coach and mentor others, develop colleagues, and promote teamwork.

Nice To Haves

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

Responsibilities

Assist sales managers and customers with order entry, returns, new account activation, inquiries, general support, account maintenance, pricing, and promotions.
Provide professional customer service to internal and external customers by phone, chat, fax, and email.
Follow applicable legal and regulatory instructions for communications.
Develop and maintain strong relationships with internal and external customers.
Process assigned interactions accurately, efficiently, and thoroughly.
Review orders for compliance with pricing, discounts, and item numbers; identify price discrepancies and coordinate their resolution with accounts and sales managers.
Identify, address, and resolve issues thoroughly and efficiently.
Follow company and department processes, procedures, and policies, and meet established goals and metrics for interaction handling and process adherence.
Promote a collaborative team environment through flexibility and a positive attitude.
Use the systems and technologies that support order and return processing, promotions, interaction documentation, and contact-center management of calls, chats, and emails.
Provide backup coverage for the Business and Consumer teams when needed.
Collaborate across departments to resolve complex issues in a timely manner.
Serve as an escalation resource and provide Free Goods backup.
Design and implement workflows, improve existing processes, and execute business-driven technology initiatives.
Work with management to share customer and employee insights that may identify process improvements or training needs.
Work with the Web team to report and resolve miscellaneous issues.
Manage Shopify processes, including fraud management and correction of order issues.

Benefits

Medical coverage options, including a PPO or one of two high-deductible plans with a company contribution to a personal health savings account.
Dental coverage through Delta Dental PPO, with an option for enhanced coverage.
Routine preventive vision coverage under the medical plan and optional additional vision coverage.
11 paid holidays per year.
Paid time off starting at a minimum of two weeks per year.
401(k) company match of up to 4% when employees contribute at least 6%.
Additional profit-sharing contribution to employee accounts if the company meets annual targets.
Company-provided short-term and long-term disability coverage.
Life and AD&D insurance.
Flexible spending accounts.
Voluntary critical illness and accident coverage.
New parent phase-in program and paternity leave.
Educational assistance reimbursement.
Product discounts.
Wellness program.