TallGrass Natural Health - Customer Experience Coordinator

Vancouver, BC

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Position Details

Job Description

PLEASE SUBMIT APPLICATIONS HERE 

Job Mission/Summary  

Reporting to the Customer Experience and Inside Sales Manager, the Customer Experience Coordinator truly believes that loyal customers come from having amazing experiences with our brands and products. Those amazing experiences are rooted in the fact that you are an engaged team player, willing to go that extra mile. The Customer Experience Coordinator is part of our awesome ‘Insiders’ team aka. the Customer Experience, Inside Sales and Order Processing department. You work closely with the Customer Experience Coordinator and the Inside Sales Account Managers to handle incoming requests from both retailers and consumers with passion and enthusiasm. In addition, the Customer Experience Coordinator is the point of contact for TallGrass’ lower volume accounts. You are a champion for these accounts and are motivated and energized to provide them with amazing service. You seize the opportunity to increase sales wherever and whenever possible to help grow these accounts to the point that they can be assigned to a dedicated Inside Sales Account Manager. Additionally, the Customer Experience Coordinator assists with the creation of marketing email copy and maintenance of our email lists.  

 

Our Core Values 

  • Celebrate - We work hard, play hard, laugh hard 
  • See the big picture - We see, understand and care about the whole process 
  • Build community - We nurture our relationships and ourselves 
  • Follow through - We are reliable and honour the trust people place in us 
  • Show gratitude - We respect and appreciate everyone’s contribution 
  • Do Good – We care about the health of all people and our planet 

 

Outcomes 

  • Play a vital role in providing extraordinary service to each customer; you’re driven to build brand equity and encourage brand advocates. 
  • First on the phone to all calls that come through the Sales Line (e.g. our existing customers).  
  • Friendly, effective handling of inbound inquiries, within 2 hours for calls and 2 business days for emails, by identifying customer needs, providing support, troubleshooting any issues and making additional brand, product, or service recommendations when appropriate.  Examples of potential requests are questions about products, education, promotional offerings and delivery timelines. 
  • Enter all orders and capitalize on sales opportunities by the end of each business day. 
  • Use your allotted budget to surprise and delight our customers. 
  • Create effective marketing emails and maintain email lists within HubSpot.  
  • Regularly and consistently communicate by sending out email blasts with promotions, webinars, and announcements via HubSpot to all accounts monthly. 

 

Competencies 

  • Experienced a minimum of 2 years of customer service experience.  
  • Knowledgeable about Natural Health and Nutrition - You have a passion for natural health, you may have experience working in the health food industry and even sold or used our brands and products before. 
  • Systems Friendly - Experience working with a CRM (preferably HubSpot), Customer Service Software (preferably Zendesk), an ERP system, Excel, Windows & Web Portal based environment will be an asset. Openness and comfort in learning to use new tools will be necessary.  
  • Proven Ability to drive positive customer experiences that build loyalty. 
  • Efficient and effective - you have a serious sense of urgency to get things done in a timely matter and have great results. 
  • Team-player - you are part of a pack of wolves and everything you do is for the good of the pack unless cookies are involved and then get yours.  
  • People Person – You continuously build strong relationships with customers and consumers.  
  • Friendly & Honesty are part of your value system, and you do your best to be both always.  
  • Calm under pressure - You aren’t shaken by tough customers or situations. 
  • Empathetic and compassionate - You genuinely care about people and can show it.  
  • Enthusiastic - You bring joy to the role and are excited to help. 
  • Great communicator who practices active listening and are excellent at both verbal and written communication.   
  • Sense of humour - You are easy going, can laugh at life, and use humour to relate to customers and diffuse tense situations.  
  • Adaptable - You are flexible to changing office and management needs 
  • Persistent - You stick with the problem and get it solved! 
  • Email Marketing - You have experience with email marketing, preferably in a B2B environment, and are knowledgeable about email marketing best practices. 
  • Bonjour! - Bilingual in French and English a plus 

 

Great Work Perks  

  • Competitive compensation  
  • Flexibility to work from home during COVID  
  • Wellness program and health benefits  
  • Staff product allowance and discount  
  • Education assistance  
  • Paid time off to volunteer  
  • Profit sharing and savings plan  
  • Regular team socials and company events  
  • Dog-friendly office 

Please submit applications here: https://tallgrass.humi.ca/job-board/sales/7179

Salary Range
no minimum salary specified - no maximum salary specified
Application Deadline
10/31/2021

How to Apply

Attention to
Aoibheann
Contact Phone
8006165900
Contact Email
Company Website
www.tallgrass.ca/careers
Preferred Submission Method
EMAIL