Customer Service Representative (Nutrition - Remote Opportunity)

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