Customer Support Associate - Pro

Job Description

Job Description

About Nordic Naturals :

At Nordic Naturals, we take pride in crafting foundational nutrients to help people all over the world live healthy lives. Our mission is to give people, pets, and families the highest-quality nutrients possible to be well and support optimal health. This seemingly simple mission of global health relies on a dedicated team of motivated employees who share our passion for nutrition and wellness. Join us and discover how rewarding it can be to make a living while contributing to a truly great cause.

A career with Nordic Naturals is more than just a job. Every day, our employees bring out the best in each other by drawing on individual strengths to achieve company-wide goals. Every person at Nordic Naturals plays a role in our company’s success, and this creates an inspiring atmosphere of trust and collaboration, with ample opportunity for professional growth. We care deeply about what we do, and how we do it.

It’s easy to love what you do when your job is to help others be healthy.

Job Summary :

The Customer Support Associate, Pro Division will support the success of the professional sales division by being a part of a team supporting the Professional Division’s sales team, handling order entry, inbound calls, assisting customers via phone, email and chat. The right candidate will possess a strong dedication to working with a team to achieve a common goal at a higher standard. This is an experienced customer service role and entry-level sales role. Leadership has a desire to cultivate and identify sales support performers and transition them to Sales Associates. This is a great opportunity to join an amazing company, and develop your career with America’s # 1 Omega-3 supplement brand.

Location Statement :

This is a remote position for those who live outside of 40 miles from Nordic Naturals headquarters in Watsonville, CA. Our culture is very important to us and for team members who live inside of the 40 mile radius we expect them to be able to travel to headquarters, 3 days each week. For remote employees that live outside of the 40 mile radius, we expect them to be able to travel to headquarters, once every 3 months, if required.

Reasonable Accommodations Statement :

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

Key Responsibilities :

Thorough knowledge and understanding of Pro product offerings v. Retail alternative

Explaining products, services and pricing to customers

Identify and execute upselling opportunities. Adhere to company policies on pricing, shipping, discounts

Ensuring each customer receives excellent customer service and an enjoyable customer experience.

Engage in productive time management to fulfill essential job functions

Meets or exceeds KPI’s in place based on personal performance

Works closely with colleagues to achieve financial goals for the division

Cross trained to support Ecom (Shopify; SAP; Zendesk, ReCharge)

Required to work an early or late shift in order to service our customers

Regularly meet with management to discuss opportunities for improvement

Accurate Order Entry

Process incoming order desk opportunities in a timely manner

Log calls and tasks in Salesforce

Proficiency with multi-phone systems and professional demeanor when interacting with customers, both internal and external

Appropriately field a large volume of inbound calls

Proficiency and understanding of Salesforce; SAP; Zendesk; Shopify and other platforms identified to support the business, upon completion of training

Other duties as assigned or required

Position Qualifications :

2 years customer service experience

Ability to multitask in a fast paced environment

Proficiency and understanding of Zendesk, Shopify, ReCharge

Salesforce and / or SAP experience a plus

Strong verbal and written skills

Pay, Benefits & Perks :

The estimated hourly pay for this role is $20 to $22. This pay is an estimate and the exact compensation may vary depending on an applicant's location, skills, prior experience, professional qualifications, and other relevant factors. Additional compensation may also include incentive compensation (i.e. bonus or commission) if applicable.

At Nordic Naturals, ‘step one’ toward achieving our goal of a healthy world is taking care of our family of employees. We offer a comprehensive and attractive benefits program to employees and eligible family members. Our benefits & perks include the following :

Multiple Health Plan Options

Dental & Vision

Dedicated Mental Health & Wellness Plan

Access to Multiple EAP Plans

Employer Paid Life Insurance

Paid Holidays (9 holidays per year)

Paid Sabbatical (3 weeks of paid sabbatical after every 5 years of employment)

401(k) Retirement Plan (employer matches dollar for dollar up to 3%)

Free Monthly Supplements

Product Discount Program

Wellness Coach

Nordic Naturals is an equal opportunity employer. A pre-employment drug screening and background check are conditions of employment.

At Nordic Naturals, we’re committed to delivering the world’s safest, most effective nutrients essential to health. Our award-winning omega-3 fish oil and other foundational nutrients are research supported, expertly formulated, rigorously tested, proven effective and, best of all, great tasting. With products for the whole family, we deliver the nutrients essential for healthy living.

Nordic Naturals has been revolutionizing omega-3s since 1995, pioneering a new definition of fish oil as it relates to purity, freshness, taste, and dosage. Headquartered in Watsonville, CA, the company has expanded beyond solely omega-3s and offers complementary, foundational nutrients essential to health. Our portfolio, which is distributed to over 35 countries, includes more than 200 products in a variety of flavors and formulations for adults, kids, athletes, and pets. Family owned; Nordic Naturals works passionately to see generations of healthier, happier people around the world.

Nordic Naturals offers a great work environment, support for a healthy lifestyle, and an opportunity to be part of a company that’s making a positive difference. We are committed to the shared goal of promoting health and wellness by delivering the world’s safest, most effective omega oils. We see a growing worldwide market and need a great team of people to enable our company to continue to fulfill its mission.

Salary : $20 - $22