[Hiring] Customer Support Associate, Pro @Nordic Naturals

Role Description

The Customer Support Associate, Pro Division will support the success of the professional sales division by being a part of a team supporting the Professional Division’s sales team, handling order entry, inbound calls, assisting customers via phone, email and chat. The right candidate will possess a strong dedication to working with a team to achieve a common goal at a higher standard. This is an experienced customer service role and entry-level sales role. Leadership has a desire to cultivate and identify sales support performers and transition them to Sales Associates. This is a great opportunity to join an amazing company, and develop your career with America’s # 1 Omega-3 supplement brand.

Location Statement

• This is a remote position for those who live outside of 40 miles from Nordic Naturals headquarters in Watsonville, CA.
• For team members who live within the 40-mile radius, we expect them to be able to travel to headquarters, 3 days each week.
• For remote employees who live outside of the 40-mile radius, we expect them to be able to travel to headquarters once every 3 months, if required.

Reasonable Accommodations Statement

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

Key Responsibilities

• Thorough knowledge and understanding of Pro product offerings v. Retail alternative.
• Explaining products, services and pricing to customers.
• Identify and execute upselling opportunities. Adhere to company policies on pricing, shipping, discounts.
• Ensuring each customer receives excellent customer service and an enjoyable customer experience.
• Engage in productive time management to fulfill essential job functions.
• Meets or exceeds KPI’s in place based on personal performance.
• Works closely with colleagues to achieve financial goals for the division.
• Cross trained to support Ecom (Shopify; SAP; Zendesk, ReCharge).
• Required to work an early or late shift in order to service our customers.
• Regularly meet with management to discuss opportunities for improvement.
• Accurate Order Entry.
• Process incoming order desk opportunities in a timely manner.
• Log calls and tasks in Salesforce.
• Proficiency with multi-phone systems and professional demeanor when interacting with customers, both internal and external.
• Appropriately field a large volume of inbound calls.
• Proficiency and understanding of Salesforce; SAP; Zendesk; Shopify and other platforms identified to support the business, upon completion of training.
• Other duties as assigned or required.

Position Qualifications

• 2+ years customer service experience.
• Ability to multitask in a fast-paced environment.
• Proficiency and understanding of Zendesk, Shopify, ReCharge.
• Salesforce and/or SAP experience a plus.
• Strong verbal and written skills.

Pay, Benefits & Perks

• The estimated hourly pay for this role is $20 to $22.
• Additional compensation may also include incentive compensation (i.e. bonus or commission) if applicable.
• Multiple Health Plan Options.
• Dental & Vision.
• Dedicated Mental Health & Wellness Plan.
• Access to Multiple EAP Plans.
• Employer Paid Life Insurance.
• PTO.
• Paid Holidays (9 holidays per year) (2 floating Days).
• Paid Sabbatical (3 weeks of paid sabbatical after every 5 years of employment).
• 401(k) Retirement Plan (employer matches dollar for dollar up to 3%).
• Free Monthly Supplements.
• Product Discount Program.
• Wellness Coach.