Nutricia North America is currently looking to hire a Customer Service Representative based in Louisville, CO, White Plains, NY or Remotely.

The Customer Service Representative (“CSR”) receives incoming sales orders via telephone, or e-mail. The CSR’s primary responsibilities are to process orders, and to respond to general customer inquiries, invoice questions, and customer complaints. This role projects a professional company image through verbal and written customer interaction.

Essential Functions:

1. Order entry and customer maintenance
   • Accurately process customer sales orders into company ERP and/or legacy systems.
   • Setup and maintain customer master data for both existing and new customers.
   • Follow up on customer sales orders as appropriate, including shipping/delivery verifications, payment issues, etc.
   • Process credit card orders.
   • Process returns and issues return authorization numbers in accordance with company policies and procedures.
   • Maintain financial accounts by processing customer adjustments and credits as required.
   • Process necessary OS&D adjustments in accordance with Nutricia North America’s policies and procedures.
   • Process orders reconciliation at the end of each day.
2. Customer Communication
   • Greet customers warmly and quickly ascertain problems or reasons for calling.
   • Maintain product knowledge of all categories.
   • Answer phones and respond to the written requests of customers.
   • Provide customers with product pricing and ordering information.
   • Advise customers of Nutricia North America’s policies regarding orders and returns.
   • Maintain accurate and up to date records of customer information and interactions in the appropriate system(s), noting when follow-up is required.
   • Follow-up on customer inquiries not immediately resolved.
   • Liaise with both internal logistics and 3^rd party warehouse/transportation providers to inquire on order statuses and provide Proof of Delivery for shipments as requested.
   • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution.
   • Escalate customer calls to Lead CSR or Customer Experience Manager if unable to reach resolution.
   • Seek feedback from customers via surveys and email requests related to RMAs or complaints.
3. Additional responsibilities:
   • Provide credit applications to customers as requested via mail, fax or email.
   • Assist in providing training for temporary or new hires as needed.
   • Recommend process improvements.
   • Work together to accomplish results as a team
   • as needed and offer support as necessary.

Knowledge, Skills and Abilities:

1. • Proficiency with MS Office, including excel and word
   • Experience with ERP and/or CRM software
   • General knowledge of warehouse and transportation operations
   • Own analysis of customer problems and action best solution
   • Bilingual skills (English/Spanish/French Canadian) is a plus

Supervisory Responsibilities:

The Customer Service Representative does not have direct reports.

Working Conditions:

Our business hours are Monday through Friday, 8:30am to 6pm ET. Your shift will fall into this range. Overtime may be required occasionally. Bilingual Customer Service Representatives will be required to work regular business hours on at least one of the designated U.S. holidays (Presidents Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Thanksgiving, and day after Thanksgiving).

Minimum Qualifications:

2. • High school diploma or equivalent.
   • 1-2 years of customer service including but not limited to retail, food service, hospitality or call center, etc.

Nutricia Advanced Medical Nutrition is focused on pioneering and delivering specialized nutritional solutions and Best Care for medical professionals and their patients, helping people live healthier and longer lives. Nutricia North America was established in 1983 and is headquartered in Rockville, MD. We seek to provide solutions and services wherever nutritional intervention can be shown to improve clinical outcomes. In partnership with doctors, healthcare professionals and caregivers, we work to make a real difference in people's lives by speeding recovery and encouraging independence. Our ambition is to deliver only proven benefits through nutrition, as an integral part of disease management. Consisting of a wide variety of FDA and Health Canada regulated nutrition products, we are especially active in the management of inherited metabolic diseases, severe pediatric allergic and gastrointestinal disorders, pediatric epilepsy, and long term and critical care for seniors. Please join us in nourishing lives & inspiring a healthier world through food! Learn more @ www.nutricia-na.com  

Nutricia North America is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, physical or mental disability, veteran status, genetic characteristic or any other unlawful criterion. 

http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf 

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf