Customer Excellence Specialist

About Us

At Better Being we empower and inspire individuals to feel better and live healthier lives by providing the most trustworthy, pure, and innovative natural wellness solutions. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow and do your best work, Better Being is the right place for you. Come build with us and be part of an award-winning company that’s helping create meaningful and lasting change in the healthcare industry.

Job Summary:

• Process wholesale orders (EDI, Email, Phone/fax) ensuring accuracy in the input of all relevant customer and order data in a timely manner.
• Support and research orders and product inquiries from customers in various organizational systems
• Respond to emails from customers and Area Sales reps in a prompt and professional manner.
• Support the organization in meeting & exceeding our customer's expectations with detailed follow up.
• Support Health Food Store (HFS) Retailers with top notch phone support skills. Listening to customer concerns, identifying the problem, and working on a solution
• Successfully execute HFS promotional Programs to meet the organization's Financial goals
• Cross train to support Ecommerce Excellence consumers as additional support is needed.
• Process and Support Amazon, Walmart, eBay and ALL brand webstore orders and consumer inquiries via phone and email in a professional and prompt manner
• EDesk CRM System & Zentail Channel Advisor - Supporting 18 brands and their individual Shopify sites
• Report and track order cancellations, Damages, and replacements processed
• Managing consumer returns from brand webstores and AEW (Amazon, Ebay, Walmart).
• Monitor customer feedback and report escalations to management
• Work cross-functionally to improve processes customer related with the objective of providing highest level of customer service for our consumers
• Report customer trends to management as you identify them from our consumers

Essential Functions:

• Process consumer & retailer orders, ensuring accuracy in the input of all relevant customer and order data.
• Willingness to learn and a passion for continuous improvement in existing processes
• Record shipment discrepancies reported by customers and issue appropriate credits. Provide follow-up and support on issues when needed.
• Assist consumers as they navigate through our e-commerce sites.
• Trace and research customer orders and field basic product questions from callers.
• Screen incoming calls and redirect to the correct department as needed.
• Resolve difficult caller issues with empathy and patience in a pleasant and professional manner.
• Must have high level of interpersonal skills to handle sensitive situations. Position continually requires demonstrated poise, tact, and diplomacy to exceed our customer’s expectations.

Additional Responsibilities:

• May be required to cross train and demonstrate competency on all essential job functions within the department.
• Support of and involvement in company, department, and/or safety policies, procedures, programs and activities.
• Maintain a clean and orderly work area.
• Other duties as assigned.

Job Qualifications:

• High school diploma or general education degree (GED); or one to three months related experience and /or training; or equivalent combination of education and experience.
• One to three years of Customer Service, preferably Call Center experience.
• Must have knowledge of a variety of computer software applications in word processing and spreadsheets.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Good verbal and written communication skills are necessary.
• Ability to calculate figures and amounts such as discounts, interest, proportions, and percentages.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
• Must have problem recognition and decision making skills along with excellent phone skills.
• Bilingual skills a plus not required – Remote position available

Physical Requirements:

• While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear and occasionally stand or walk.
• The employee may exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or a negligible amount of force constantly to move objects.
• Specific vision abilities required by this job include near acuity, far acuity, depth perception, accommodation, color vision, and field of vision.

Our Benefits:

Join our team and enjoy a comprehensive package of competitive benefits and perks designed to support your well-being and professional growth. Our offerings include:

• Access to our Employee Health Clinic for your medical needs.
• Comprehensive Medical, Dental, and Vision Insurance coverage.
• Participation in our Family First Program, emphasizing work-life balance.
• 401(K) plan with generous employer match to help you plan for the future.
• Educational Reimbursement opportunities to support your continued learning and development.
• Wellness Incentives to promote a healthy lifestyle.
• Substantial product discounts, because we value our team members as customers too.
• Generous Paid Time Off and Paid Holidays, ensuring you have time to rest and recharge.

For more information, check out our website Better Being Careers and join us in experiencing a workplace where your well-being and success are our top priorities.

This description is not intended to be an exhaustive list of responsibilities and qualifications. The position, duties, and qualifications are subject to change at any time.

We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.