Business Customer Care Representative II

About the role

Nature’s Way is seeking a Business Customer Care Representative II to provide front-line support to our customers and manage relationships through various channels. This role serves as the Subject Matter Expert for key applications and processes, supports onboarding and training of new hires, and participates in process improvement tasks. The Customer Care II will uphold the Nature’s Way mission by delivering professional, trustworthy service.

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 with auditing, reporting, scheduling, and other miscellaneous tasks/projects.
• Provide new, refresher, and cross-training for teams as needed, including portions of onboarding, scheduling, and training of new hires, as well as maintaining/creating necessary training tools.
• Provide ongoing education for existing applications and tools, sharing tips, updates, new features, shortcuts, and efficiencies.
• Manage the SOP process, tools, and repositories, including 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 order entry, account maintenance, delivery tracking, and returns processing.
• Maintain pricing, discounting, and promotion knowledge across all Nature’s Way channels to service 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 customers and Sales to resolve.
• Develop and maintain strong customer relationships, ensuring follow-through and follow-up.
• Build and maintain strong relationships with the Sales team by providing guidance and system support, including 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.
• 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.

Requirements

• 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.

Skills

• 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.
• Willingness and ability to learn.
• Ability to deal with others efficiently, professionally, and diplomatically.
• Detail-oriented.

Schedule

Work Hours: 8am - 4:30pm

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.
• Other Benefits:
  • 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.