Customer Service Representative

Position Summary The Customer Service Representative is responsible for assisting existing customers and prospective customers via phone, chat, and email. The CSR is expected to maintain professional, friendly conduct to grow customer sales and retention in accordance with company standard protocol and key performance indicators. The CSR will process orders that result from telephone discussions. The CSR will also perform basic customer account management. Comply with all company policies, GMP, OSHA, Federal State and Local regulations and procedures. Essential Functions • Be punctual to support the team and be cognizant at all times of how many Consultants are absent so that extra attention can be given to the call queue • Prioritize incoming calls for customer support and maintain a clear call queue and voicemail box • Effectively respond to all inbound email requests • Process customer orders utilizing active sales and accounting systems • Provide authorized support information as deemed necessary and as requested, to accompany orders sent by mail or via email • Foster relationship with customers to encourage ongoing communication and retention of sales • Maintain customer relationship notes to serve as reminder of customer’s unique needs and circumstances • Demonstrate thorough product knowledge and stay up to date with product knowledge and new product innovation • Offer ongoing customer service support to all customer accounts including consumers, distributors, practitioners, and house accounts • Maintain and demonstrate understanding of all customer service-related projects as required by the sales operations department • Identify sales growth opportunities on practitioner accounts by cross-selling upselling • Maintain and demonstrate promotional campaign knowledge and effectively communicate these opportunities while assisting with calls • Check ‘open orders and unapproved’ to ensure all orders printed and shipped in a timely manner • Process ‘return requests’ for items to be returned in accordance with company policy after verifying reason for return and reinforcing benefits of the product Education & Experience • 3-5 years’ experience in customer service is required • College degree a plus • Background in Account Management a plus • Sales Experience a plus Core Competencies • Must have genuine interest in healthy lifestyle/nutrition, healthy lifestyle-related field a plus • Professional telephone manner • Ability to manage chat communication with customers via the company website • Basic Computer Skills (MS Office Applications) • Proficient and Accurate typing ability • Accountability, Responsibility, and Integrity to follow through on all commitments • Team player Work Environment The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. • While performing the duties of this job, the employee is in an office environment and routinely uses standard office equipment. This position involves sitting for extended periods of time. Work Schedule • Monday-Friday, consisting of an 8-hour shift between the hours of 8:00am and 6:00pm (shifts may vary based on needs of the company) • Occasional overtime may be required • Hybrid role (preferably on-site full time) • No travel required Position Summary The Customer Service Representative is responsible for assisting existing customers and prospective customers via phone, chat, and email. The CSR is expected to maintain professional, friendly conduct to grow customer sales and retention in accordance with company standard protocol and key performance indicators. The CSR will process orders that result from telephone discussions. The CSR will also perform basic customer account management. Comply with all company policies, GMP, OSHA, Federal State and Local regulations and procedures. Essential Functions • Be punctual to support the team and be cognizant at all times of how many Consultants are absent so that extra attention can be given to the call queue • Prioritize incoming calls for customer support and maintain a clear call queue and voicemail box • Effectively respond to all inbound email requests • Process customer orders utilizing active sales and accounting systems • Provide authorized support information as deemed necessary and as requested, to accompany orders sent by mail or via email • Foster relationship with customers to encourage ongoing communication and retention of sales • Maintain customer relationship notes to serve as reminder of customer’s unique needs and circumstances • Demonstrate thorough product knowledge and stay up to date with product knowledge and new product innovation • Offer ongoing customer service support to all customer accounts including consumers, distributors, practitioners, and house accounts • Maintain and demonstrate understanding of all customer service-related projects as required by the sales operations department • Identify sales growth opportunities on practitioner accounts by cross-selling upselling • Maintain and demonstrate promotional campaign knowledge and effectively communicate these opportunities while assisting with calls • Check ‘open orders and unapproved’ to ensure all orders printed and shipped in a timely manner • Process ‘return requests’ for items to be returned in accordance with company policy after verifying reason for return and reinforcing benefits of the product Education & Experience • 3-5 years’ experience in customer service is required • College degree a plus • Background in Account Management a plus • Sales Experience a plus Core Competencies • Must have genuine interest in healthy lifestyle/nutrition, healthy lifestyle-related field a plus • Professional telephone manner • Ability to manage chat communication with customers via the company website • Basic Computer Skills (MS Office Applications) • Proficient and Accurate typing ability • Accountability, Responsibility, and Integrity to follow through on all commitments • Team player Work Environment The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. • While performing the duties of this job, the employee is in an office environment and routinely uses standard office equipment. This position involves sitting for extended periods of time. Work Schedule • Monday-Friday, consisting of an 8-hour shift between the hours of 8:00am and 6:00pm (shifts may vary based on needs of the company) • Occasional overtime may be required • Hybrid role (preferably on-site full time) • No travel required