Atrium Innovations Looking for Customer Service Representative at Richmond Hill, ON Full Time

About Atrium Innovations

Atrium Innovations has been a recognized innovative leader in the development, manufacturing, and commercialization of science-based natural health supplements for over 20 years. The company’s mission is to be a global leader in vitamins, minerals and supplements, offering a range of professionally developed, comprehensively formulated, and/or ‘free-from’ solutions through specialty retail, healthcare professional, and e-commerce channels. Atrium Innovations brands in Canada include Genestra BrandsTM, Garden of LifeTM, Sisu®, Pure Encapsulations®, TrophicTM, Wild Rose®, Douglas Laboratories®, UNDA, KLEAN Athlete®, and Wobenzym®.

Nestlé Health Science is an innovative company engaged in advancing the role of nutritional therapy to improve the management of health for consumers, patients and our partners in healthcare. Our intent is to bring forward nutritional therapies that have proven clinical and health economic value and improve the quality of people’s lives. We will support your personal growth with a people-focused culture and a flexible and diverse working environment. We are a globally recognized leader in the field of nutrition science, and have over 5000 employees around the world. Come join the Nestlé Health Science family and experience exciting opportunities!

We have an opportunity at our Richmond Hill office for a self-motivated Customer Service Representative who learns quickly and thrives in a fast-paced environment.

JOB SUMMARY

Reporting to the Director of Customer Service and Inside Sales, the Customer Service Representative is responsible for handling all inbound calls from clients, and ensuring consistent exceptional Customer Services is provided to each client, on each call.

ESSENTIAL JOB FUNCTIONS

• Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
• Processing all orders received by phone, fax or email according to Order Entry Procedures with attention to accuracy and timelines
• Ensure Call Quality consistency with every customer contact according to established Call Quality behaviours
• Handle all inquiries requiring investigation, trouble shooting, and problem solving efficiently and professionally to provide resolution within 24 hours
• Communicate all pertinent client and situation information to colleagues to ensure everyone has all the current updates and information pertaining to a particular client situation
• Participate in all product training sessions, including but not limited to attending webinars and seminars
• Increase education and awareness of products and educational services by pro-actively promoting featured products, special promotions, and educational services
• Ensure cross-selling and upselling at every opportunity according to individual and team goals
• Conduct outbound calls as required to ensure effective communication with client regarding issues and inquiries, as well as backorder updates, promotions, and special projects
• Proactively identify areas for improvement in procedures and processes, and communicate these to the Director of Customer Service and Inside Sales
• Interact and communicate with all other departments to ensure all clients’ needs are not just met, but are exceeded
• Provide assistance to team-mates and colleagues as required
• Ensure personal and team goals are achieved in terms of development, product knowledge, and key performance indicators
• Collaborate with the Sales Team on all potential sales opportunities, including Product Information Sessions, and product-related inquiries

CRITICAL GOOD MANUFACTURING PRACTICES RESPONSIBLITIES

• Receive and document each product complaint using section A of the product complaint report (CSP-001 Appendix A) and immediately forward to Quality Assurance & Regulatory Affairs department
• Provide support in the notification of applicable accounts in the event of a product recall

PERFORMANCE MEASURES:

Customer Service Representative performance will be measured by, but not limited to, the following Key Performance Indicators (KPI’s):

• Minimize Abandon rate of inbound calls
• Increase Service Levels
• Maximize Schedule Adherence
• Decrease Error Rate
• Increase in customer satisfaction
• Increase in first resolution rates
• Consistent adherence to communication etiquette
• Secure adherence to internal procedures
• Maximize upsell/cross-sell rates

COMPETENCIES

• Customer Service Skills: Understands the importance of providing exceptional customer service on each and every client interaction
• Organization and Prioritization skills: Identify tasks requiring attention, and prioritize to ensure completion and resolution
• Problem Solving: Responding to client inquiries by using existing knowledge, skills, and resources to resolve client concerns
• Communication Skills: Communicate effectively and efficiently in written and verbal format
• Computer literacy is the ability to use computers and related technology efficiently, with a range of skills covering levels from elementary use to programming and advanced problem solvi

EDUCATION

• High School Graduate or equivalent

EXPERIENCE

• 2+ years in a customer service role
• Call Centre experience an asset

We encourage all qualified candidates to apply. However, only those selected for an interview will be contacted.

Atrium Innovations is an equal opportunity employer and is committed to fair employment practices in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any time during the recruitment process, please let us know. We ask that you provide us with this information at least 72 hours before your in-person interview as some accommodations may take time to put into place.

Benefits:

• Extended health care
• Vacation & paid time off
• Dental care
• RRSP Match
• Vision care
• Life insurance
• Wellness programs
• Company events & social hours
• Employee assistance programs
• On-site parking
• Disability insurance

Job Types: Full-time, Permanent

Additional pay:

Benefits:

Schedule:

Education:

• Secondary School (preferred)

Experience:

• Customer Support & Client Services Occupations: 1 year (preferred)
• customer service: 1 year (preferred)