Customer Service Representative, CPG Account

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver prompt and professional customer service through various communication methods including phone calls, emails, web forms, and more.

• Address consumer inquiries, complaints, compliments, and questions related to products.

• Assist healthcare professionals by managing inquiries, complaints, order processes, and general customer service requirements.

• Refer complex inquiries and complaints to the appropriate internal contacts following established Standard Operating Procedures (SOPs).

• Ensure a positive customer experience while upholding professionalism, empathy, and precision.

• Provide direct-to-consumer assistance, such as order placements, status inquiries, and e-commerce support utilizing Shopify.

• Support business-to-business, wholesale, and e-retail customer needs.

• Manage order-related inquiries and fulfillment requests effectively.

• Process and coordinate follow-up fulfillment requests, including retrieval kits, coupons, customer communications, compensation, and digital reimbursements.

• Track and respond to customer inquiries and feedback on social media platforms.

• Oversee and manage customer ratings and reviews using Bazaarvoice or other designated platforms.

• Ensure that customer-facing responses meet brand standards and service expectations.

• Document all customer interactions, inquiries, complaints, and resolutions within CRM systems.

• Adhere to SOPs, work instructions, and escalation protocols.

• Maintain detailed complaint records and ensure timely escalation.

• Engage in ongoing training and updates to processes.

⛳️ Requirements

• Prior experience in customer service, contact center operations, or a related field is preferred.

• Excellent verbal and written communication abilities.

• Capability to manage multiple customer interactions while effectively prioritizing tasks.

• Ability to excel in a fast-paced environment, maintaining a high quality of work with a minimum audit score of 97%.

• Experience with Shopify, CRM platforms, or e-commerce customer support is advantageous.

• Familiarity with social media customer engagement and ratings/reviews platforms is a plus.

• Strong problem-solving skills with a keen attention to detail.

• Ability to work both independently and as part of a team in a fast-paced setting.

• Willingness to learn new systems, processes, and product information.

• Experience in supporting healthcare professionals, medical devices, or regulated products is a plus.

• Must be available to work remotely on a shift schedule from 8:00 AM to 5:00 PM ET, Monday to Friday.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and growth.

• Flexible working arrangements.

• Dynamic and supportive work environment.