Customer Service Representative

As a leading manufacturer of nutritional supplements and other health-building products, we are dedicated to enhancing 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.

Do you love helping people and have a passion for nutrition and natural health products? If you enjoy managing customer relationships, making outbound sales calls and finding solutions to customer questions, our Customer Service Specialist role might be perfect for you At Factors Group our employees are critical to our success and we care about our teams, their wellbeing, and work-life balance. If this sounds like a good fit, we want to hear from you

Monday to Friday 9:00 am - 5:00 pm

**About the role**:

- Make outgoing sales calls to practitioners and retail customers to detail new products and promotions and provide ongoing support.
- Verify customer account details, address, alternate shipping address, etc.
- Respond to customer queries through investigation relating to status of orders, pricing, returns, credits, etc.
- Provide customer with Technical Advice related to products and website usage.
- Provide Sales Reps with required support.
- Log details of all calls, issues and customer interactions in CRM and update all subsequent follow-up in detail through to resolve.
- Understand current promotional deals and programs.
- Adhere to all documented departmental Work Procedures and update as required.
- Communicate with primary couriers to track and coordinate shipments.
- Deliver virtual product trainings with practitioners and retailers.
- Attend staff meetings as scheduled.
- Follow and adhere to all given instructions including work procedures, Standard Operating Procedures (SOPs) and current Good Manufacturing Practices (cGMP)
- Strictly adhere to and observe all safety policies as outlined in the company policies and training sessions.
- Other duties as required (e.g., pricing/discount programming and maintenance; promotional orders; display breakdown; sales order notes updates; reports).

**Skills and experience**:

- Natural Medicine qualification required
- Strong written and verbal English communication skills
- Computer literate; Microsoft Office suite
- Must be Customer Service oriented with a strong Customer Service skillset
- Excellent attention to detail and follow through to completion of tasks
- Proven ability to deal with high-profile and demanding accounts and customers
- Professional and pleasant telephone manner
- Ability to work under pressure to meet deadlines
- Ability to organise, prioritise and multitask, aptitude for numbers
- Knowledge of company products an asset
- Knowledge of Syspro 6.1 and Capsule CRM an asset
- Must work well individually and in a team environment

**Benefits and perks**:

- We believe our people are one of our greatest assets and we strive to provide our employees with a challenging and rewarding work environment
- You will be joining a globally recognised company with big expansion plans for Australia
- We are a dynamic company with room to grow and develop
- We offer a very competitive salary
- We also offer staff discounts on all our products

All Internal applicants will be given priority for consideration for the first five business days that this position is posted. After that five days, Internal applicants will be considered along with all other applicants; however, are guaranteed at minimum a call from the Talent Acquisition team.

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