ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Speaks with wholesale retail store customers and ecommerce consumers by phone or email in a high volume call and email center environment and is responsible for the timely resolution of customer complaints or problems.
• Adjusts complaints concerning billing or service rendered, reporting complaints of service failures to designated departments for investigation.
• Mails out adjustments and insures proper billing of reported errors daily.
• Ensures proper completion of all documentation for cGMP requirements.
• Works with customer service, sales, accounts receivable, marketing, shipping and other areas of the company to ensure proper resolutions. 
• Complies with safety and GMP requirements. 

SAFETY RESPONSIBILITY STATEMENT

Supports a culture of safe production and operations; follows all safety rules and procedures. Actively participates in the safety program by: engaging in training activities to learn what constitutes a safety hazard; reporting safety concerns to the supervisor, submitting safety suggestions, and correcting or reporting to the appropriate people when an employee sees a workplace health or safety hazard, until it is resolved. Assists with communicating safety information to new employees. Fulfills responsibilities as outlined in the company safety management plan.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related customer service experience and/or training; or equivalent combination of education and experience, including computer experience. 

LANGUAGE SKILLS

Ability to read and interpret documents. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. 

MATHEMATICAL SKILLS

Ability to perform basic math functions of addition, subtraction, multiplication and division. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

REASONING ABILITY

Good problem solving skills required.

OTHER SKILLS AND ABILITIES

Ability to work under pressure, meet deadlines, and to juggle multiple projects simultaneously. Must have basic knowledge of Outlook, Excel and Word and be able to use proficiently. Knowledge of Oracle and products is a plus.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to communicate with customers using the telephone and email. The employee frequently is required to use the telephone and email. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.