To maintain a positive image of Twinlab with the consumers and retailers by answering any questions they may have regarding the products we manufacture. Assist the Sales Team with any product information they may require for their retailers.
DUTIES AND RESPONSIBILITIES:
Answer the calls that come in to the Consumer Affairs Department from Alvita, Twinlab, Natures Herbs, Spring Valley and Metabolife consumers regarding the products they have bought, taken, or have concerns or questions about.
Keep a daily log of all calls received.
Retrieve and answer voice mails that come in to the Consumer Affairs Department.
Assist the Sales Team with technical or retailer questions.
Answer correspondence from the consumers and retailers.
Reply to e-mails from consumers and retailers.
Answer the calls from retailers who call in with questions about our line of products.
Record consumer complaints in the Consumer Complaint Log.
Assist marketing with Internet product promotions.
Social Media Marketing – responsible for answering product information questions of a technical or health related problem
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to resolve problems involving specific variables in standard situations.
OTHER SKILLS AND ABILITIES:
Strong attention to detail
Excellent communication skills
Ability to answer both written and e-mail correspondence in a grammatically correct manner
Ability to juggle multiple priorities and work calmly under stress
Ability to interact with a multitude of different consumers, retailers, and internal customers with an unwavering professional demeanor
Ability to deal with displeased and/or frustrated consumers and diffuse potentially volatile situations
Working knowledge of Microsoft Office Suite
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to sit; use hands or fingers, handle, or feel objects, tools or controls: and talk or hear. May be required to walk and stoop, kneel, or crouch, talk or hear. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. The employee is occasionally required to reach with hands and arms.
WORK ENVIRONMENT
The work environment described here is representative of those an employee encounters while performing the essential functions of this job in an office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. The noise level in the work environment is usually quiet.
Requirements:
EDUCATION and/or EXPERIENCE
High school graduate or equivalent.
One to two years of customer service experience.
Knowledge of the vitamin and supplement industry helpful.
Strong working knowledge of Microsoft Suite
LANGUAGE SKILLS:
Ability to speak, read, and write English fluently
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
REASONING ABILITY:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to resolve problems involving specific variables in standard situations.
