Customer Care Specialist

Customer Care Specialist

POSITION CLASSIFICATION

Earth-Kind is an EOE (Equal Opportunity Employer) which offers a competitive compensation and benefits program. This is a non-exempt, hourly, full-time position with competitive compensation, benefits, and bonus potential.

POSITION SUMMARY

The Customer Care Specialist offers world class customer satisfaction in all facets of the customer experience, consistent with business goals while ensuring stakeholders feel the EarthKind love. Acts as liaison between company and customer (retailers, distributors, sales representatives, and end-users) to ensure excellent communication and customer relations are sustained. Maintains a professional image while answering customer inquiries and resolving outstanding concerns.

COMPANY SUMMARY

“Green” is growing. As a philosophy, as a movement, and as a means by which we can create a happy, healthy working environment— one that nourishes our people, our families, our communities, and our economy.

We believe that Earth-friendly business practices can be not only good for the ecosystem, but profitable and sustainable as well. We invite like-minded people to join us in that endeavor.

If you…
Care about protecting and revitalizing the environment
Respect the rights of all living things to exist in harmony
Believe in working as a team to achieve mutual success
Stand accountable for your actions and true to your word
Believe that trust must be earned before honor is given
Find happiness, pride and contentment in a job well done

…you will like the culture at EarthKind.

REPORTING RELATIONSHIP

• This position reports to the Customer Care and Shipping Manager.

ACCOUNTABILITIES

Customer Outreach (20%)

• Execute customer calling campaigns  
• Initiate and process sample product requests
• Educate customers on EarthKind product catalog
• Build long-term relationships with new and existing customers and sales reps
• Recommend potential new products to customers
• Maintains a positive and friendly tone with customers and internal partners

Order Processing & Transactions (30%)

• Process new orders received via online portals, phone, website, and fax into ERP system in a timely and accurate manner
• Verify customer data, purchase order, and order information for order entry accuracy
• Maintain customer records, document customer interactions, and file documents in CRM system
• Process product exchanges and RMA’s while demonstrating ability to retain customer satisfaction

Customer Support/Advocacy (30%)

• Resolve product or service problems by clarifying the customer's experience, determining the cause of their problem, and provide solutions-based support to address their concern
• Handle complaints, provide appropriate solutions and alternatives in a timely manner while following up to ensure resolution
• Be the voice of the customer to the company and the voice of the company to the customer, sharing customer insights and trends with cross functional departments
• Communicate with passion, empathy, and excellence by following the EarthKind Way playbook
• Build sustainable relationships of trust through open and interactive communication
• Inform customer of deals and promotions where appropriate
• Using computer technology, manage and respond to incoming emails and calls in a timely manner per department KPI’s
• Celebrate and acknowledge our customers through handwritten letters and the planning and execution of customer appreciation events
• Other duties as assigned

Digital Community Support (20%)

• Using a social media management and intelligence platform, respond timely to all customer inquiries, concerns, and comments posted to the company’s social media platforms.
• Document key customer insights, trends, and patterns from social media comments and share these insights with Sales and Marketing for future social media and marketing strategies
• Drive community awareness of EarthKind and its products through proactive communications on public forums using keywords associated with our business platform
• Review all social media posts for accuracy prior to responding to customers
• Stay informed on social media trends, innovations, and changes
• Respond to questions and priority reviews in the portal that helps connect us to the consumers to discover our brand, by helping them to be inspired to choose EarthKind and buy with confidence 
• Respond to Amazon Seller Feedback comments 

REQUIREMENTS

Education:

• High school diploma/equivalent

Experience:

• Five plus years of customer care experience with demonstrated accomplishments
• One-year previous manufacturing or related markets experience preferred

Professional Skills (critical success factors)

• Ability to stay calm when customers are stressed or upset
• Comfortable using computers. Proficient with Windows and Microsoft Office
• Demonstrated knowledge and use of multiple social media platforms.
• Ability to multi-task, prioritize, and manage time effectively
• Willingness to cross train for other job functions if needed
• Demonstrates customer account ownership
• Ability to upsell our products and convert to positive reviews
• Ability to manage customer inquiries from various sources such as (but not limited to) chat, email, social media platforms, inbound & outbound calls regarding our product line and service inquiries
• Strong verbal and written communication skills
• Fluent in English language, both oral and written communication. Demonstrates proficiency to read/write instructions, correspondence and memos with full comprehension
• Balances team and individual responsibilities
• Identifies and resolves problems quickly and accurately
• Ability to understand and relay company policies and procedures
• Displays dependability to position and team
• High-level of accuracy with attention to detail and organization
• Have knowledge of principles and methods for educating, promoting and selling products 
• Be a pro-active communicator willing to lead conversation to closure
• Be patient, empathetic, and passionately communicative
• Maintains high ethical standards
• Experience managing customer portals a plus
• Familiarity with ERP System (NetSuite) a plus
• Previous experience in Consumer Packaged Goods a plus

WORK ENVIRONMENT

• Standard 40-hour work week, 8-4:30
• Works in an office environment, within a manufacturing environment.
• We are a manufacturing facility that has climate-controlled areas, and non-climate controlled areas.  Employees may be exposed to heat, cold, dust, oil in the plant.

Physical Requirements 

• Ability to communicate orally with customers, management, and coworkers is crucial. 
• Regular use of the telephone and e-mail for communication is essential.
• Hearing with normal ranges is helpful for normal conversations.
• Work requires visual acuity in order to prepare and analyze data at a distance close to the eyes and to prepare or inspect documents.
• Sitting for extended periods is common but ability to stand for extended periods of time is required
• No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required.
• Good manual dexterity for the use of common office equipment such as computers, calculator, copiers, and phones.

The work environment and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.