INTERNAL ONLY - Integrative Customer Care Specialist

Green Bay, WI
Full Time
Customer Service
Mid Level

Integrative Customer Care 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 Integrative Customer Care Specialist. 

SUMMARY
The Integrative Customer Care Specialist is senior member of the Customer Care Team responsible for providing front-line support to our customers, managing the relationships through multiple channels. All customer, sales and consumer inquiries will be handled in a professional manner consistent with the Nature’s Way and Integrative Therapeutics Mission.  This role will support the Retail and Integrative Customer Care teams. In addition to the responsibilities of the Customer Care Representative, the Integrative Customer Care Specialist is responsible for resolving escalated calls, handling complex customer situations, troubleshooting system issues, assisting representatives with retailer and practitioner questions, ensuring team adherence to procedures and handling routine and adhoc reporting.

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

  • Handle internal and external customer contacts through all company supported channels including telephone, chat and email. Provide fast, courteous and accurate transactional support, including order entry, account maintenance, delivery tracking, and returns processing.
  • Relay vitamin and supplement product information to customers while at all times adhering to required legal and regulatory instructions and limitations.
  • Demonstrate professional communication and follow through in all internal and external verbal and written exchanges.
  • Demonstrate elevated understanding of tools and technology used to perform daily tasks, including SAP order processing, SAP Cloud 4 Customer (CRM) technology, website platforms, Microsoft tools and Contact Center software.
  • Maintain product and application knowledge across all Nature’s Way channels to facilitate company sales goals through all means provided by the company as well as self-sustained education and study.
  • Continually assess tasks and processes to find opportunities for improvement, efficiency, accuracy and cost savings. Maintains team SOPs when processes change and on a rotating schedule.
  • Works effectively with others in a team based environment to accomplish organizational and department goals. Build strong relationships with internal and external customers by delivering a high level of quality service. Support a culture of adaptability, change management, and continuous improvement.
  • Collaborates and communicates cross functionally among multiple departments to resolve the more complex and/or unusual problems in a timely manner.
  • Serve as initial point of contact for Customer Care Representatives on day to day problem resolution, system issues/understanding, process definition and clarification. Serve as the escalation resource, a Canada overflow member and a Free Goods backup.
  • Develop best practices for Customer Care functions; design and implement new work streams or improve upon existing processes; implement business driven technology initiatives.
  • Maintain team environment through flexibility and positive attitude.
  • Work closely with management to provide customer and employee insights that identify potential process improvements or training needs.
  • Support the Manager by utilizing A4E and PBI to pull data to aid in evaluating performance. Maintain daily, weekly and monthly reports as assigned.
  • Work closely with cross-functional stakeholders to ensure customer needs are met

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 may be made to enable individuals with disabilities to perform the essential functions.
  • Working knowledge 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
  • Associates degree or Bachelor’s Degree in Business, Supply Chain or related field; or 3 years related experience and/or training with Nature’s Way; or equivalent combination of education and experience.
  • A minimum of four years customer service, clerical office work and/or sales experience is required.
  • SAP or other ERP software experience required.


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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