Customer Service Representative

Position Snapshot

Business area: Nestlé Health Science

Job title: Customer Service Representative, Atrium

Location: REMOTE

A little bit about us

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.

What to Expect:

We are looking for a Customer Service Representative based at our Richmond Hill location reporting into the Associate Director of Customer Service. This role will be responsible for handling all inbound calls from clients and ensuring consistent exceptional Customer Services is provided to each client, on each call.

A day in the life of a Customer Service Representative:

• Handle all incoming calls in a timely, efficient and professional manner according to Call Quality Guidelines
• Process 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
• 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
• Proactively identify areas for improvement in procedures and processes and communicate these to the Associate Director of Customer Service.
• Ensure personal and team goals are achieved in terms of development, product knowledge, and key performance indicators

Role Requirements

• 2-5 years’ experience in a customer service role
• Call Centre experience is an asset
• Nutritionist and vitamin industry background is an asset
• Customer Service Skills: Understands the importance of providing exceptional customer service on each 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

Preferred Skills

• Bilingualism in French and English is an asset

Benefits

• Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment
• Company matched pension plan
• Three weeks of Vacation and five personal days (Personal Paid Holidays)
• Fully Remote work arrangements
• Excellent training and development programs as well as opportunities to grow within the company
• Access to Educational Assistance & Tuition Reimbursement
• Bonus eligibility
• Gender affirmation benefits to ensure access to necessary care, resources, and coverage for gender-affirming procedures
• Fertility Services and Surrogacy Medical Coverage to support the pursuit of a path to parenthood regardless of medical conditions, gender or sexual orientation
• Adoption benefits to remove some of the financial barriers associated with adoption
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites)

What you need to know

We will be considering applicants as they apply, so please don’t delay in submitting your application.

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.