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Customer Support Representative

Position/Title: Customer Support Representative
Reports To: Sales Operations Manager
Job Classification: Non-exempt
Job Type: Full Time

Summary

The ability to stay focused, adjust priorities and manage time wisely in a fast-paced environment; has eye for detail, think ahead and work in a dynamic, sales force environment; confident in both oral and written communication, detail-oriented, exceptional organizational and telephone skills, resourceful and efficient; possess strong interpersonal, communication, organization and follow-through skills. Solid computer skills with Microsoft Office applications: Excel, Outlook and Word. This is a remote position.

Key Responsibilities

  • Provide outstanding written and oral communication with existing customers and sales reps to increase sales of products
  • Provide support for existing retailers, e-tailers and consumers
  • Efficiently and accurately process large quantities of orders from various sources with high level of attention to detail
  • Process and respond to customer emails with best-in-class customer service
  • Utilize the internet as a resource to assist in customer service and to maintain consistent messaging
  • Access the order entry system to provide customers with accurate and relevant information while promoting a positive brand image.
  • Access systems, such as SAP and others, to perform needed tasks and to help with improving systems performance
  • Update promotional discount forms to keep system up to date
  • Access EDI platform to process orders, invoices, acknowledgements and ASNs along with helping to resolve any MAP failures
  • Collaborates across different teams: Sales, Analytics, Warehouse, etc. to resolve issues and stays up to date on new process and with any systems updates
  • Amazon product & seller review management including documentation of negative feedback and passing along to responsible team members
  • Amazon inventory processes, such as unfillable inventory ticketing on Seller Central, inbound shipment issues, managing chargebacks disputes for Vendor
  • Central, A-Z / Safe-T Claims on Seller Central, Invoicing within Seller/Vendor Central
  • Sets up new accounts in system, closely following the outlined process
  • Perform tasks to improves systems, such as creating change requests to make system enhancements and fixes

Experience

  • Associate's degree preferred
  • At least 3 years' experience in a Customer Service role.
  • Handling Amazon and E-tail customer reviews and other necessary functions experience preferred Previous
  • Exceptional interpersonal and communication skills, both verbally and in writing
  • Ability to handle multiple tasks
  • Ability to process product and policy knowledge after in–house training
  • Excellent organization and problem solving skills
  • Courteous and calm demeanor
  • Familiar with standard concepts, practices and procedures within natural products industry is a plus
  • Previous sales, retail or customer service experience
  • Strong computer and data entry skills
  • Experience with SAP is preferred
  • Consumer Package Goods experience preferred

Skills

In addition to extensive experience in customer service/sales, the candidate should be enthusiastic, creative, and high-energy, should work well in a team-oriented environment and be an effective and clear communicator. Ability to work remotely and still stay highly focused.

Compensation and Benefits

  • Competitive salary, commensurate with experience
  • Excellent company benefits including medical, dental, vision, life, disability & 401(k)
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