Customer Service Specialist

3 weeks ago

Coquitlam, Canada Natural Factors Full time

As a leading manufacturer of nutritional supplements and other health-building products, we are dedicated to enhancing the wellbeing of our customers - through research, development and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers and the communities we serve, in a cooperative and sustainable manner.

**Job Title**: Customer Service Specialist
**Department**: Natural Factors Customer Service
**Business Unit**: Natural Factors
**Reports to**: Manager, Customer Service Canada
**Location**: 2000 Brigantine Drive, Coquitlam
**Schedule**: Monday to Friday, 8:00 am - 4:30 pm, flexible as required
**Pay Schedule**: Hourly

**Organizational Summary**:
Factors Group of Nutritional Companies Inc. is a leading manufacturer of nutritional supplements and other health-building products. We are dedicated to enhancing the wellbeing of our customers through research, development, and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers, and the communities we serve in a cooperative and sustainable manner.

**Job Summary**:
The Customer Service Specialist handles customer and consumer questions, concerns and complaints and follows through to ensure the best resolution to achieve highest customer satisfaction. The Customer Service Specialist takes pride in providing customers with excellent customer service and provides Sales Representatives support, all while taking into consideration the company’s commitment to our seven core values such as sustainability (people, planet, and profit) in the planning and implementation of all actions related to the area of responsibility.

**Responsibilities**:

- Address inquiries from customers and Sales Representatives in a professional and friendly manner
- Verify customer account details
- Process all credits, inform customers of new products, product discontinuations and alternatives
- Learn current promotional deals and programs
- Process add-ons and back-order requests
- Log inquiries in customer relationship management (CRM) system and update subsequent follow-up to resolve within a 24-hour period
- Investigate invoice discrepancies by verifying order details and coordinating with couriers. Update customers as appropriate
- Track delivery and trace missing shipments, liaise between couriers and customers to resolve matter
- Verify and input credits and returns for overstock, damaged products and customer returns
- Provide Sales Representatives with any needed support for customer account and product information, customer follow through requests
- Follow and adhere to all given instructions including work procedures, Standard Operating Procedures (SOPs) and current Good Manufacturing Practices (cGMP)
- Strictly adhere to and observe all safety policies as outlined in the company policies and training sessions
- Attend monthly staff meetings prior to shift when required
- Other duties as assigned

**Requirements**:
Technical
- Registered Holistic Nutritionist (RHN) or Certified Nutritional Practitioner (CNP)
- Completion of a Bachelor’s degree in science, nutrition or related field is an asset
- Two years of experience in the natural nutrition and supplement industry
- An equivalent combination of education and experience may be considered
- Advanced written and verbal communication skills in English
- Proficiency with French is an asset
- Must have strong customer service skills and be customer-focused
- Proven ability to deal with high profile and demanding customer accounts
- Proficiency with Dynamics CRM and SharePoint
- Knowledge of Syspro is an asset
- Knowledge of company products and industry trends is an asset

Attributes
- Professional and pleasant communication style
- Calm demeanor in handling challenging customers and situations
- Able to work under pressure to meet deadlines
- Excellent attention to detail and follow-through skills
- Self-motivated, organized, effective in time management
- Cooperative and respectful with team members and towards company policies

All Internal applicants will be given priority for consideration for the first five business days that this position is posted. After that five days, Internal applicants will be considered along with all other applicants; however, are guaranteed at minimum a call from the Talent Acquisition team.

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