Primary contact for French speaking customers/consumers.
Natural Factors Nutritional Products Ltd. is a leading manufacturer of nutritional supplements and other health-building products. We are committed to enhance the wellbeing of our customers - through research, development and delivery of effective nutritional products. It is our mission to contribute to the lives of our customers, employees, suppliers and the communities we serve, in a cooperative and sustainable manner.
Primary contact for French speaking customers/consumers. To handle customer and consumer questions, concerns and complaints and follow through to ensure that they are resolved to achieve customer satisfaction. Also provide Sales Rep support, while taking into consideration the company’s commitment to our seven Core Values such as Sustainability (people, the planet, and profit) in the planning and implementation of all actions related to the area of responsibility.
First 3 months of training will be Monday to Friday, 8:00 am to 4:30 pm.
After probation will be Monday to Friday, 7:00 am to 3:30 pm.
Handle French and English customer/consumer inquiries, assess and respond to their respective needs and requirements
Answer product questions and provide technical advice and information requested
Log all calls/faxes/emails into the Customer Relationship Management program (CRM) and update all follow up in detail through to resolve – 24 hour turnaround
Investigate invoice discrepancies by verifying and investigating, inform the customer to keep updated on progress, 24 hour resolve
Trace missing boxes/shipments, inform customer to keep updated on progress
Verify and input credits and returns
Proofread information sheets, newsletters, marketing materials
Communicate effectively with the department staff to qualify, investigate or provide information needed to answer customer/consumer calls through to resolve
Provide Sales Reps with the needed support for ordering, customer account and product information, and customer follow through requests
Attend department meetings prior to shift start when required
Other Possible Responsibilities:
Discount and buying group programming and maintenance
Send opening packages to new customers
Send gift baskets and free samples to accounts (promo orders)
Provide sales department with details of availability of products and back orders
Status 4 report and reprints
Credit processing back up
Key Account point person
Other duties or projects as assigned
Fluent in French and English, excellent communication skills (verbal and written) for enhanced customer service
Ability to work under pressure to meet deadlines
Aptitude for numbers and excellent attention to detail with follow through to completion
Proven ability to deal with high profile and demanding accounts and customers
Ability to organize, prioritize and multitask
Must work well individually and in a team environment
Computer literate, proficiency with Microsoft Office
Industry related certification (RHN Registered Holistic Nutritionist or CNP Certified Nutritional Practitioner) and/or experience an asset
Strong knowledge of Natural Factors products and procedures an asset
Pleasant and professional phone manner
Excellent communication skills, verbal and written
Good interpersonal skills
Customer service orientated work ethic
Excellent follow through
Ability to organize and prioritize
Ability to remain positive and calm during demanding calls
This position is open to all qualified applicants who are legally entitled to work in the country in which this job is located. Only electronic applications can be accepted. This position will close when a competitive candidate pool has been identified. We thank you all for your applications; however, only those selected for an interview will be contacted. You can check the status of your application by logging in to your account. All the best!