Customer Service Representative

Pure TheraPro Rx® is a fast growing eCommerce wellness brand dedicated to helping others achieve their best possible health through education and high-quality, science-backed nutritional supplements. The Customer Service Representative will provide front-line support, handle customer inquiries, and ensure a premium customer experience while becoming an expert on the company's products.

Responsibilities:

• Front-line support for all Pure TheraPro Rx products and services through the online ticket desk system, social media, chat, email, and phone. Hours are 8am-5pm MST
• Promptly handle 30-40 inquiries/day regarding product orders, order status, returns, subscription management, delivery status, exceptions, and general product knowledge
• Become an expert on our products; learn the ingredients and their purpose for use in existing formulas and new formulas as they are introduced
• Answer detailed product and service questions. Identify and fulfill client needs to achieve high customer satisfaction. Think quick on your feet to customize creative solutions to issues
• Coordinate cross-departmentally, monitoring the progress of various projects and initiatives and moving them along, occasionally performing a variety of administrative support tasks
• Respond to Amazon customer inquiries within the requisite time frame as dictated by Amazon (may require a small time commitment on weekends; flexible scheduling is available)
• Manage a variable schedule and work environment; be accountable
• Follow up and follow through with all customer interactions
• Recommend and implement process improvements where applicable
• Proven ability to learn how processes work quickly, ask the right questions and come up with a cohesive plan for how to improve/automate them
• Encourage the growth of our customer base by providing outstanding service and by recognizing and proactively offering appropriate products and services
• Participate in ongoing training so that you grow and develop as a professional

Requirements:

• Minimum 3 years of experience in an eCommerce CPG customer service environment (nutritional supplement experience required)
• Familiarity with eCommerce merchant platforms (Shopify, Amazon, etc.) and ticketing systems (Gorgias, ZenDesk, etc.)
• Familiarity with subscriptions and subscription management systems
• Excellent communication skills and a highly engaging, friendly demeanor over the phone
• Exceptional attention to detail and stellar organizational skills
• Strong analytical, conceptual, and problem-solving abilities
• Strong written and verbal communication skills with an emphasis on providing a superior customer experience
• Ability to manage multiple tasks, adapt, and prioritize in a fast-paced environment
• Self-starter, motivated to learn in a dynamic environment, and comfortable working as part of a team
• Competent in the use of all Google Workspace applications (Docs, Sheets, Slides, and Drive)
• eCommerce Customer Service: 3 years (Required)
• Nutritional supplement, food or other FDA-regulated industry: 3 years (Required)