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Customer Service Specialist

Entry

Requisition ID: 1282

At Nordic Naturals, we take pride in crafting foundational nutrients to help people all over the world live healthy lives. Our mission is to give people, pets, and families the highest-quality nutrients possible to be well and support optimal health. This seemingly simple mission of global health relies on a dedicated team of motivated employees who share our passion for nutrition and wellness. Join us and discover how rewarding it can be to make a living while contributing to a truly great cause.

A career with Nordic Naturals is more than just a job. Every day, our employees bring out the best in each other by drawing on inidual strengths to achieve company-wide goals. Every person at Nordic Naturals plays a role in our company’s success, and this creates an inspiring atmosphere of trust and collaboration, with ample opportunity for professional growth. We care deeply about what we do, and how we do it.

It’s easy to love what you do when your job is to help others be healthy.

As a Customer Service Specialist, you will maintain the day to day customer-facing interactions through phones, email and chat. In this role, you will focus on delighting our customers by delivering first class customer service to include, but not limited to, order processing, subscription management and product questions.

This is a remote position for those who live outside of 40 miles from Nordic Natural’s headquarters in Watsonville, CA. Our culture is very important to us and for team members who live inside of the 40 mile radius we expect them to be onsite 3 days a week to help support our collaborative community.

Reasonable Accommodations Statement

To accomplish this job successfully, an inidual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified iniduals with disabilities to perform the essential functions.

In this role you will:

• Respond to customer inquiries in a professional, cordial and timely manner, delivering accurate and complete responses via email, phones and chat.
• Resolves product or service issues by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Share product knowledge and assist with product selection.
• Resolve billing and technical issues and provide order status information.
• Assist customers with subscription, tracking and account management
• Become a product knowledge expert by learning about our health and wellness products, and the differences for products on each channel (Pro; Retail; Ecom & Marketplace)
• Provide first class customer service at all times (email, phones, chat)
• Adhere to company policies on pricing, shipping, and discounts.
• Work modified hours to accommodate our east coast / west coast customers by starting at 6:00 a.m. or finishing at 4:30 p.m.
• All other duties as assigned.

Qualifications:

• Positive – Maintains a positive view of all situations and leads by example in every interaction
• Time Management – Prioritizes work and moves through volumes quickly, efficiently and accurately to meet performance KPI’s.
• Pro-active – Looks to support colleagues when the need arises and is always willing to take on new areas of opportunity
• Accountable Takes ownership for responsibilities, acknowledges and learns from mistakes
• Detailed- Must be able to pay attention to details and enter orders with minimal errors
• Multi-tasker- Ability to balance, prioritize and maintain various daily tasks and move through large volumes quickly
• Independent Must be self-motivated and able to manage obligations without direct supervision.
• Communication – Ability to communicate effectively with others using spoken and written word clearly and concisely.
• Customer Oriented – Takes care of the customers’ needs while following company procedures.
• Enthusiastic – Ability to bring energy to the performance of a task and delight the customer
• Self Motivated – Driven inidual that is inspired to perform a task to the best of ones ability using his or her own drive or initiative.
• Growth – A desire to grow within the department and/or company in order to build a successful professional career with Nordic Naturals

Skills & Abilities:

• Must be proficient with MS Office, Zendesk, Shopify, Chat, Phones. Knowledge and/or understanding of SAP and Salesforce would be beneficial but not necessary
• Six months to one year related experience

Pay & Benefits:

The estimated pay for this role is between $20-22 per hour.

This pay is an estimate, and the exact compensation may vary depending on an applicant’s location, skills, prior experience, professional qualifications, and other relevant factors. Additional compensation may also include incentive compensation (i.e. bonus or commission), if applicable.

At Nordic Naturals, the health and wellness of our employees is a top priority! As a result, we offer an attractive and comprehensive benefits program which includes:

• Multiple Health Plan Options
• Dental & Vision Benefits
• Employer Paid Life Insurance
• 401(k) Retirement Plan (up to 4% Employer Match)
• Employer Contributions Vested @100% after Eligibility Period
• PTO (Paid Time Off)
• Paid Holidays (9 Annually)
• 3 Weeks of Paid Sabbatical (Every 5 yrs.)
• HSA & FSA Account Options
• Voluntary Life, AD&D & Supplemental Insurance Options
• Mental Health, Multiple EAP, and Wellness Plans
• Free and Discounted Nordic Naturals Products
• Multiple Employer Paid Professional Development Programs

Nordic Naturals is an equal opportunity employer. A pre-employment drug screening and background check are conditions of employment.

At Nordic Naturals, we’re committed to delivering the world’s safest, most effective nutrients essential to health. Our award-winning omega-3 fish oil and other foundational nutrients are research supported, expertly formulated, rigorously tested, proven effective and, best of all, great tasting. With products for the whole family, we deliver the nutrients essential for healthy living.

Nordic Naturals has been revolutionizing omega-3s since 1995, pioneering a new definition of fish oil as it relates to purity, freshness, taste, and dosage. Headquartered in Watsonville, CA, the company has expanded beyond solely omega-3s and offers complementary, foundational nutrients essential to health. Our portfolio, which is distributed to over 35 countries, includes more than 200 products in a variety of flavors and formulations for adults, kids, athletes, and pets. Family owned; Nordic Naturals works passionately to see generations of healthier, happier people around the world.