Job Description

Integrative Customer Care Specialist II

Welcome to a better way, an authentic way. Welcome to Nature’s Way.

We believe that nature is the best way to holistic health, and it should be available to everyone.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce.

Our customers trust:

• Our products to be the gold standard
• Our words to be true
• Our claims to be honest,
• Our actions to have integrity.

And we’ve been leading the way since 1969.

Be a part of helping people live healthy lives as our new Integrative Customer Care Specialist II.

The Customer Care II role is responsible for providing front-line support to our customers and managing relationships through various channels. All inquiries will be handled in a professional manner consistent with the Nature’s Way Mission. The Customer Care II role also serves as the Subject Matter Expert for key applications and processes. They are responsible for portions of onboarding, scheduling, and training of new hires as well as maintaining/creating any necessary training tools. The Customer Care II role will participate in process improvement tasks, including writing, presenting, and training on new and revised processes. This role will support the Business and Integrative Customer Care teams with various administrative duties such as auditing, reporting, scheduling, and other miscellaneous tasks/projects.

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.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• 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.

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED). Associate degree or bachelor’s Degree preferred.
• A minimum of three years’ customer care, clerical office work and/or sales experience is required.
• SAP or other ERP software experience preferred.

OTHER SKILLS AND ABILITIES

• 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.

All benefits are effective on day 1 of employment.

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.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

• 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

Start Helping People live Healthy lives today!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)