Courteously handle retailer and consumer questions by telephone and through written correspondence.
Where needed, screen incoming calls and redirect the party to the correct department.
Enter product quality complaints in the Product Complaint Database and follow-up with customers to resolve concerns.
Initiate exchanges and credits while following correct written procedures.
Follow escalation procedures where necessary with the Education Helpline Manager and Executive Management.
Resolve difficult caller issues with empathy and patience in a pleasant and professional manner.
Research relevant databases and research materials to correctly answer product questions regarding ingredients and labels.
Follow written procedures regarding reporting of adverse events, including entering adverse events into Adverse Events Database.
Review and stay up to date on the latest publications, studies, and articles on ingredients and products.
Participate in group projects to contribute to overall education and training of all team members.
Prepare and summarize research for other team members in a way that is understandable to customers.
Support of and involvement in company, department, and/or safety policies, procedures, programs and activities.
Maintain a clean and orderly work area.
Other duties as assigned.
Bachelor's degree from four-year college or university in a natural or health science field or medical/pharmacology field required, plus one to two years related experience and/or training; or equivalent combination of education and experience.
Interest in and enthusiasm for the natural products market including supplements, cosmetics and healthy foods.
Ability to read, analyze, and interpret articles, research and studies about natural products, health and government regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer skills, including Window's '98 or above.
Nutraceutical International Corporation