Customer Service Representative

**About Atrium Innovations**

Atrium Innovations has been a recognized innovative leader in the development, manufacturing, and commercialization of science-based natural health supplements for over 20 years. The company’s mission is to be a global leader in vitamins, minerals and supplements, offering a range of professionally developed, comprehensively formulated, and/or ‘free-from’ solutions through specialty retail, healthcare professional, and e-commerce channels. Atrium Innovations brands in Canada include Genestra BrandsTM, Garden of LifeTM, Sisu®, Pure Encapsulations®, TrophicTM, Wild Rose®, Douglas Laboratories®, UNDA, KLEAN Athlete®, and Wobenzym®.

**Nestlé Health Science** is an innovative company engaged in advancing the role of nutritional therapy to improve the management of health for consumers, patients and our partners in healthcare. Our intent is to bring forward nutritional therapies that have proven clinical and health economic value and improve the quality of people’s lives. We will support your personal growth with a people-focused culture and a flexible and diverse working environment. We are a globally recognized leader in the field of nutrition science, and have over 5000 employees around the world. Come join the Nestlé Health Science family and experience exciting opportunities

We have an opportunity at our Richmond Hill office for a self-motivated Customer Service Representative who learns quickly and thrives in a fast-paced environment.

**JOB SUMMARY**

Reporting to the Associate Director of Customer Service, the Customer Service Representative is responsible for handling all inbound calls from clients, and ensuring consistent exceptional Customer Service is provided to each client, on each call.

**ESSENTIAL JOB FUNCTIONS**
- Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
- Ensure Call Quality consistency with every customer contact according to established Call Quality behaviours
- Handle all inquiries requiring investigation, trouble shooting, and problem solving efficiently and professionally to provide resolution within 24 hours
- Communicate all pertinent client and situation information to colleagues to ensure everyone has all the current updates and information pertaining to a particular client situation
- Participate in all product training sessions, including but not limited to attending webinars and seminars
- Increase education and awareness of products and educational services by pro-actively promoting featured products, special promotions, and educational services
- Ensure cross-selling and upselling at every opportunity according to individual and team goals
- Conduct outbound calls as required to ensure effective communication with client regarding issues andinquiries, as well as backorder updates, promotions, and special projects
- Proactively identify areas for improvement in procedures and processes, and communicate these tothe Director of Customer Service and Inside Sales.
- Interact and communicate with all other departments to ensure all clients’ needs are not just met, but are exceeded.
- Provide assistance to team-mates and colleagues as required
- Ensure personal and team goals are achieved in terms of development, product knowledge, and key performance indicators
- Collaborate with the Sales Team on all potential sales opportunities, including Product Information Sessions, and product-related inquiries

**PERFORMANCE MEASURES**:
Customer Service Representative performance will be measured by, but not limited to, the following Key Performance Indicators (KPI’s):

- Minimize Abandon rate of inbound calls
- Increase Service Levels
- Maximize Schedule Adherence
- Decrease Error Rate
- Increase in customer satisfaction
- Increase in first resolution rates
- Consistent adherence to communication etiquette
- Secure adherence to internal procedures
- Maximize upsell/cross-sell rates

**CRITICAL GOOD MANUFACTURING PRACTICES RESPONSIBLITIES**
- Receive and document each product complaint using section A of the product complaint report (CSP-001 Appendix A) and immediately forward to Quality Assurance & Regulatory Affairs department
- Provide support in the notification of applicable accounts in the event of a product recall

**COMPETENCIES**
- Customer Service Skills: Understands the importance of providing exceptional customer service on each and every client interaction
- Organization and Prioritization skills: Identify tasks requiring attention, and prioritize to ensure completion and resolution
- Problem Solving: Responding to client inquiries by using existing knowledge, skills, and resources to resolve client concerns
- Communication Skills: Communicate effectively and efficiently in written and verbal format
- Computer literacy is the ability to use computers and related technology efficiently, with a range of skills covering levels from elementary use to programming and a