Customer Experience Coordinator

6 months ago

Vancouver, Canada TallGrass Full time

**About TallGrass Natural Health**

TallGrass Natural Health was created in 1997 when Matt Breech and Ben Banky met while studying in China. They discovered that they shared a vision to create a business that could provide for the planet and local community while being a thriving enterprise. More than 20 years later, TallGrass is a Certified B Corporation and a leading supplier in the Canadian Natural products industry. We partner with Canadian retailers, health care professionals, and eCommerce providers to reach natural consumers wherever they shop. We focus on just a few premium brands committed to making a difference and provide the best possible service, education, and marketing support in the industry—all as part of our mission to inspire and empower consumers to take a holistic approach to wellness.

**TallGrass Core Values**
- Celebrate - We work hard, play hard and laugh hard.
- See the big picture - We see, understand and care about the whole process.
- Build community - We nurture our relationships and ourselves.
- Follow through - We honor the trust people place in us.
- Show gratitude - We respect and appreciate everyone's contribution.

**Job Mission/Summary**:
The Customer Experience Coordinator truly believes that loyal customers come from having amazing experiences with our brands and products. Those amazing experiences are rooted in the fact that you are an engaged team player, willing to go that extra mile. The Customer Experience Coordinator is part of our awesome Customer Experience department. You work closely with Sales Account Managers to handle incoming requests from both retailers and consumers with passion and enthusiasm. Additionally, the Customer Experience Coordinator may assist with new account set ups and assist with other tasks as required. The Customer Experience Coordinator reports to the Director of Sales.

**Outcomes**
- Play a vital role in providing extraordinary service to each customer; you’re driven to build brand equity and encourage brand advocates.
- Assist with our Amazon sales by ensuring brand compliance, proactively addressing and answering customer questions, and quickly responding to customer reviews.
- Be a point of contact for customers, answering incoming calls and responding to inquiries via Zendesk with speed and precision.
- Friendly, effective handling of inbound inquiries by identifying customer needs, providing support, troubleshooting any issues and making additional brand, product, or service recommendations when appropriate. Examples of potential requests are questions about products, education, promotional offerings and delivery timelines.
- Collaborate with cross-functional teams to resolve complex customer issues and provide accurate information or solutions.
- Enter all orders and capitalize on sales opportunities by the end of each business day.
- Support with various administrative tasks, including but not limited to, ordering office supplies and snacks, checking on mail, and watering office plants.
- Continuously learn about our products and services to enhance your ability to assist customers effectively.
- Use your allotted budget to surprise and delight our customers.

**Competencies**
- **Knowledgeable about Natural Health and Nutrition** - You have a passion for natural health, you may have experience working in the health food industry and even sold or used our brands and products before.
- **Systems Friendly** - Experience working with a CRM (preferably HubSpot), Customer Service Software (preferably Zendesk), an ERP system, Excel, Windows & Web Portal based environment will be an asset. Openness and comfort in learning to use new tools will be necessary.
- **Proven Ability** to drive positive customer experiences that build loyalty.
- **Efficient and effective** - you have a serious sense of urgency to get things done in a timely matter and have great results because you are super organized.
- **Team-player** - you are part of a pack of wolves and everything you do is for the good of the pack unless cookies are involved and then get yours.
- **People Person** - You continuously build strong relationships with customers and consumers.
- **Friendly & Honesty** are part of your value system, and you do your best to be both always.
- **Calm under pressure** - You aren’t shaken by tough customers or situations.
- **Empathetic and compassionate** - You genuinely care about people and can show it.
- **Enthusiastic** - You bring joy to the role and are excited to help.
- **Great communicator** who practices active listening and are excellent at both verbal and written communication.
- **Sense of humour -** You are easy going, can laugh at life, and use humour to relate to customers and diffuse tense situations.
- **Adaptable** - You are flexible to changing office and management needs
- **Persistent** - You stick with the problem and get it solved
- **Bonjour** - Bilingual in French and English a plus

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