INTERNAL ONLY - Product Information Specialist

Green Bay, WI
Full Time
Customer Service
Mid Level

Product Information Specialist

Welcome to a better way, an authentic way. Welcome to Nature’s Way.

We believe that nature is the best way to holistic health, and it should be available to everyone.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce. 

Our customers trust: 

  • Our products to be the gold standard
  • Our words to be true
  • Our claims to be honest,
  • Our actions to have integrity.

And we’ve been leading the way since 1969.

Be a part of helping people live healthy lives as our new Product Information Specialist.

SUMMARY  

The Product Information Specialist serves as an internal and external resource for addressing elevated product questions. Utilizing internal business partners and specialty systems, the Product Information Specialist researches data, confirms alignment with our regulatory and quality requirements and drafts appropriate responses.
The Product Information Specialist is also responsible for providing frontline support to our customers and managing customer relationships through various communication channels, including telephone, email, and chat

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

  • Remain current with job qualifications of the Customer Care Representative position and provide standard Customer Care support as needed by phone, email, and chat.
  • Maintain proficiency in all applications pertaining to the role, including SAP, C4C, Shopify, Hubspot, Nature’s Way and Integrative Therapeutics websites, Salsify, Product Lifetime Management (PLM), Product Finder, Frequently Asked Questions (FAQ) database, SharePoint, Lytho, Trace Gains, and MS Outlook.
  • Act as a resource for all consumers, external customers and internal customers regarding advanced product, ingredient, sourcing and other questions.  Act as a filter and route advanced questions (Legal, Regulatory, QA, Marketing) to designated resources.
  • Utilizing our (FAQ) tool, provide answers to both internal and external questions (written and verbal) that are accessible to Customer Care, Sales, and Marketing.  Answers must be precise, legal, consistent, current, and as brief as possible. 
  • Maintain and update the FAQ database. Create, modify, and discontinue FAQ’s, and maintain product change editorial notes as needed.
  • Proofread Nature’s Way and Integrative Therapeutics documents, including labels and price lists, for example.
  • Partner with Marketing, Sales, QA, and Legal to predict likely consumer questions for new product launches, formulation, and label changes.
  • Actively develop and maintain a superior level of Nature’s Way and Integrative Therapeutics product knowledge, supplement guidelines, and Good Manufacturing Practices (GMP).
  • Handle all channels of communication with a superior level of competency.
  • Partner with Marketing and Regulatory to craft and utilize channel-appropriate responses for Social Media.
  • Provide team support through basic training for new employees, ongoing product training, and supplement guidelines.
  • Identify and coach the team on application efficiencies.
  • Maintain training documents
  • Support Product Attribute database maintenance.

QUALIFICATIONS 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Proficient use of Microsoft Word, Outlook and Excel
  • Excellent organization and communication skills.
  • Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
  • Ability to prioritize; problem solve; and think critically in a dynamic environment.

EDUCATION and/or EXPERIENCE  

Possess a degree in a science-related field such as biology, chemistry, or nutrition, for example. Possess a minimum of 2 years of experience in customer service

OTHER SKILLS AND ABILITIES   

  • Ability to work independently and with a team, and make decisions quickly and logically.
  • Superior organization and communication skills, including speaking and written forms.
  • Must possess a willingness and ability to learn.
  • Must possess the ability to deal with others efficiently, professionally, and diplomatically.
  • Must be detail-oriented.
  • Ability to build strong, positive rapport with associates in a team environment; ability to lead through personal example that communicates integrity, core values, and consistency in decision-making.

All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

  • Company provided short-term & long-term disability
  • Life and AD&D insurance
  • Flexible spending accounts
  • Voluntary critical illness & accident coverage
  • New parent phase-in program & paternity leave
  • Educational assistance reimbursement
  • Product discounts & a wellness program

Start Helping People live Healthy lives today!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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