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Organika Health Products - Customer Experience Coordinator

Richmond, B.C.

On April 12, 2018

Primary Purpose of Position:

The Customer Experience Coordinator provides the highest level of customer service and product knowledge to our sales team and external customers by building trusting relationships and offering providing appropriate solutions and follow ups.

Duties and Responsibilities

  • Provides highest level of customer service support to our sales team and external customers on the following:
    • Product knowledge
    • Order desk support
    • Customer portal support
    • Product returns
    • Work independently and within a team on special and ongoing projects
    • Organize and maintain electronic records
    • Support outside sales by assisting on inquiries and questions
  • Acts as our in-house nutritionist consultant and provides advice to end consumers when requested
  • Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
  • Recommends potential products or services to management by collecting customer information and analyzing customer needs
  • Prepares product or service reports by collecting and analyzing customer information
  • Builds sustainable relationships of trust through open and interactive communication
  • Provides accurate, valid and complete information by using the right methods/tools
  • Handles complaints and other situations in a professional manner
  • Provides appropriate solutions and alternatives within a timely manner and follows up to ensure resolution via phone, email, mail or WhatsApp
  • Keeps records of customer interactions, process customer accounts and file documents
  • Manages CRM implementation and maintenance
  • Attends insurance claims and person-in-charge of credits, and coupon tracking (redemption from stores).

Required Skills and Training

  • Preferred certification or diploma in nutrition by one of the following institutions: IHN or CSNN
  • Must be people and detail oriented
  • Must have a positive mindset
  • Minimum 1-2 years’ experience with customer service preferably in the natural health and wellness industry
  • Strong computer and technology skills in MS Office Suite
  • A university degree or college diploma in business administration or in a related field is an asset
  • Demonstrate market, sales process, and product knowledge, strong negotiation and problem-solving skills, closing skills, relationship-building
  • Excellent organizational and time management skills, entrepreneurial, self-directed
  • Communication and facilitation skills. Able to interact effectively at all levels of an organization
  • Proficiency in French is an asset
  • Previous experience in the natural health products, pharmaceutical, or nutraceutical industries preferred

WHAT IS IT LIKE WORKING AT ORGANIKA?

  • Organika offers a friendly working environment
  • Dress code is smart casual
  • We offer a good benefits package
  • Fun events year round 
  • Open door management
  • We have a sense of humor
  • We’ll make you feel part of the family
  • We provide support and training and motivate you to reach your goals

To apply for this position, visit Organika's website.