At Nestlé Health Science, we believe that nutrition, science, and wellness must merge, not collide. Here, we embrace the intrinsic connections of these three pillars, harnessing their collective strength to empower healthier lives. Our broad product portfolio includes renowned brands like Garden of Life®, Nature's Bounty®, Vital Proteins®, Orgain®, Nuun®, BOOST®, Carnation Breakfast Essentials®, Peptamen®, Compleat Organic Blends®, and more. We also have extensive pharmaceutical expertise, offering innovative medicines that aim to prevent, manage, and treat gastrointestinal and metabolic-related diseases.
At Nestlé Health Science, we bring our best for better lives. Our people are challenged to bring fresh, diverse views and make bold moves to empower healthier lives through nutrition. We know brilliant ideas can come from anyone, anywhere. Here we embrace the entrepreneurial spirit and collaborate with teams that champion focused and forward thinking. We are committed to fostering professional growth and celebrating the achievements of our people along the way. We offer dynamic career paths, robust development, opportunities to learn from talented colleagues around the globe, and benefits that support physical, financial, and emotional wellbeing.
Join us to innovate for impact and reimagine the future of health and nutrition for patients and consumers.
Job Description:
The Customer Service Representative (Nutrition) will be responsible for resolving a variety of incidents via several communication channels, such as emails and phone calls. This position also has key responsibilities which includes drafting approved statements for the Customer Care team and working alongside our Quality Assurance team to action sensitive callbacks/escalations. The Customer Service Representative (Nutrition) will also provide a uniformed experience for our consumers with other knowledgeable Customer Service Representatives who can help problem-solve, actively listen, appropriately communicate product knowledge, account information, resolutions, alternatives and policies. This position is a remote-based opportunity that works Monday to Friday between 8:00 am to 5:00 pm CST (9:00 am to 6:00 pm EST).
Responsibilities:
Ticket & Incident Management
• Works to resolve consumer issues and questions over specific channels.
• Manage customer communication on multiple channels, including but not limited to social response platforms, chat, phone calls and emails.
• Ensures proper triage and/or escalations to Leads, Senior Agents and Managers to ensure timely and efficient resolution for consumers.
• Identify the source of the customer's issue using appropriate resources and communicate resolve in a clear and concise manner.
• Comfortable navigating multiple tech systems and platforms; This may include customer support software, CRM systems, knowledge bases, shipping platforms and other tools necessary for providing efficient consumer care.
• Accurately complete consumer account updates, verify consumer information, and adhere to policy and procedure requirements.
• Articulate expert level information for product and service features to consumers.
• Ability to upsell and support retention efforts, as available.
• Stay current with department updates and policies changes by reading, reviewing and active listening on all internal communication platforms.
• Meet department quality and efficiency expectations to ensure a uniformed customer experience and brand voice, including adhering to performance metrics, service level agreements, and consumer satisfaction targets.
• Will manage subset of specialized tickets with a larger team, specialized tickets will require advanced knowledge in area and may include additional investigations, such as shipping/fulfillment, privacy questions and/or advanced product knowledge.
• Expert level knowledge of policies and procedures.
• Excellent time management skill- punctual, consistent attendance, and awareness of daily shifts.
New Initiative Support
• Draft approved statements about new products, specific ingredients, benefits, reactions, etc. for the Customer Care team.
• Partnering with our Quality Assurance team to action sensitive callbacks in alignment with FDA regulations.
• Lean on expert level knowledge of all systems for ensuring testing of systems aligns when we have larger level updates.
• Serve as a mentor, example, and shadow lead for Associate Customer Care Representatives and for new hires.
• Support managers with initial investigations for frontline interactions.
• Perform additional duties and tasks as assigned by the Customer Service Supervisor.
Requirements:
• High School Diploma or GED required; Bachelor’s degree in Nutrition, Health & Wellness, Natural Sciences or in a related field preferred.
• 2+ years of Customer Service experience working within a Customer Contact Center environment required.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook/PowerPoint) is required.
• Must have excellent communication (oral and written), presentation, organization and stakeholder management skills (including the ability to develop and maintain strong, cross-functional stakeholder relationships).
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must have strong active listening, time management and problem-solving skills.
• Experience wo de-escalating conflict and must be able to manage difficult conversations with tact and poise.
• Current or prior experience with CRM systems such as Salesforce is a plus.
• Experience working as a Registered Dietitian or Nutritionist is highly desired.
• Bilingual in English and Spanish is a plus.
The approximate pay range for this position is $30,000 to $40,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities, as well as geographic location.
Nestle Offers performance-based incentives and a competitive total rewards package, which includes a 401k with a company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)
Requisition ID:
339963
It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.
The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.
This position is not eligible for Visa Sponsorship.
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