Integrative Customer Care Specialist II

Summary

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 through 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 team members
• Participate in process improvement tasks, including writing, presenting, and training on new and revised processes