eCommerce Support Specialist (Nutricia + Kate Farms)

About the job

Job Summary

eCommerce Support Specialists help consumers with eCommerce related questions and product information. They quickly identify issues and determine the best route to resolution. They support consumers through various channels including phone, email (webform), and live chat during established support hours, and provide input for Help Center articles that will help deflect questions where possible.

Key Responsibilities

As a key member of our team, you will play an important role in driving our mission forward. The following responsibilities outline the core expectations and contributions for this position:

• Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner.
• Listens well and demonstrates patience and understanding in customer interactions and with their teams, and in meetings.
• Adapts to changing workflow processes, accommodate shifting urgencies, manage multiple priorities & goals depending on levels of urgency, and meet deadlines through efficient time management.
• Meets or exceeds performance expectations including Customer Satisfaction scores, quality scores, and customer resolution time.
• Effectively uses Customer Care technology platforms to assist customers and capture relevant data that will enhance the customer's experience.
• Uses proper communication procedures, guidelines, and policies.
• Looks for and contributes ideas to improving the team and customer experience.

Physical Demands & Work Environment

• Effectively handle lifting of various objects weighing up to 12 pounds.
• While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, and climb stairs.
• This role is primarily performed in a remote office setting and requires the ability to remain in a stationary position (e.g., seated or standing) for extended periods.
• The employee may be required to travel to Danone corporate offices as needed.

The salary range for this position is $44,000-63,000K USD. The exact salary offered will depend on several factors, including the candidate's relevant experience, geographic location, internal equity, and market conditions. Danone USA additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.