Customer Service Representative

Thorne is a leader in science-backed health and wellness solutions committed to helping individuals live healthier longer. They are seeking a Customer Service Representative to assist customers with product orders and inquiries, ensuring an efficient operation of the Customer Service Department.

Responsibilities:

• Become thoroughly knowledgeable of the Customer Service Procedures Manuals and maintain knowledge base on an ongoing basis as procedural changes occur
• Come to work as scheduled, start work at the beginning of a shift, be on time to meetings, complete assigned tasks in a timely manner, and work overtime as required
• Know and follow the Customer Service Department policies and procedures and Thorne Research policies and procedures as outlined in the Employee Handbook
• Pay attention to detail. Complete paperwork accurately, neatly and fully
• Work willingly in different areas as assigned
• Work well with co-workers and supervisors. Respond appropriately to coaching and instructions from supervisors. Follow the Standards of Conduct as outlined in the latest version of the Thorne Research Employee Handbook
• Build and maintain knowledge of Thorne Research product names, codes, and numbers to ensure efficient and accurate order entry
• Promote the Company’s Mission and Values, including an accountable, innovative and results-oriented culture promoting customer service, openness, teamwork, mutual trust and respect
• Participate in all required training and development programs and electives as may suit one’s needs, and support colleagues, trainers and management as appropriate with these efforts
• Exhibit good telephone etiquette skills and communicate effectively. Possess a pleasant, friendly telephone voice and have good rapport with customers
• Maintain a professional attitude when under stress, a deadline, or when dealing with a problem, and demonstrate good judgment in doing so
• Enter orders accurately and quickly with attention to detail and follow department procedures and company policy including completing all paperwork fully
• Understand, retain, and utilize company and product information to assist customers with orders or questions (for example, up-selling a new product, offering an alternative product when the requested product is out of stock, advises customer when close to a discount)
• Take initiative to consult with CS lead or supervisor on customer issues, taking into consideration applicable Thorne guidelines and the objective to be achieved by offering a solution
• Demonstrate trust by being consistent in performing work and responsibilities and by completing assigned tasks in a timely and satisfactory manner, without supervision
• Manage time effectively, observe the daily flow of the Customer Service Department and intuitively determine which tasks have priority and cooperatively assists other employees in completing those tasks
• Perform additional duties and responsibilities as assigned, in a competent and timely manner
• Promote an accountable, innovative, and results-oriented culture promoting openness, teamwork, mutual trust, and respect

Requirements:

• High school diploma or general education degree (GED) is required
• Employee has the ability to add, subtract, multiply, and divide in the units of measurement used in the Customer Service Department, using whole numbers and decimals (for example, grams)
• Employee is able to apply common sense understanding to carry out written or oral instructions
• Employee is able to become proficient in using the Thorne Research order processing software within six months of hire and will know basic navigation of other Thorne Research product lines and websites
• Develop and deliver on assigned objectives within requested timeframes