Job Overview

Join our dynamic team as a Customer Service Representative / Customer Care Specialist and become the vital link between our company and valued customers! We are seeking an enthusiastic candidate to fulfill a Customer Care Specialist role and to take leadership of vital functions such as processing customer orders from the online ordering system, liaising with production and shipping departments, and correspondence with various vendors to investigate customer queries.

Responsibilities

Responding to Inquiries:

• Answering customer inquiries via various channels, such as phone, email and live chat,
• Providing accurate and timely information to address customer questions or concerns.
• Contacting carriers for customers orders Initiating claims for lost OR damage shipments
• Processing payments

Problem Resolution:

• Identifying and resolving customer issues or complaints effectively and efficiently.
• Collaborating with other departments or teams to find solutions to more complex problems.

Product or Service Knowledge

• Maintaining a deep understanding of the company's products or services to provide accurate information and advice.
• Continuously updating knowledge to stay informed about changes or new offerings.

Communication Skills:

• Communicating clearly and professionally with customers, using appropriate tone and language.
• Ensuring that customers understand the information provided and are satisfied with the resolution.

Empathy and Patience:

• Demonstrating empathy towards customers' concerns and showing patience, especially in challenging situations
• Understanding the customer's perspective and acknowledging their feelings.

Customer Feedback:

• Collecting and documenting customer feedback to help identify areas for improvement
• Reporting feedback to the relevant departments to enhance products, services, or processes.

Documentation:

• Maintaining accurate records of customer interactions, inquiries, and resolutions.
• Documenting common issues to help create a knowledge base for customer support.

Conflict Resolution:

• Resolving conflicts or disagreements between customers Escalating issues to higher management when necessary. Customer Education:
• Educating customers on how to use products or services effectively. Providing information about new features, updates, or promotions.

Customer Education:

• Educating customers on how to use products or services effectively.
• Providing information about new features, updates, or promotions.

Adaptability:

• Being adaptable to changes in policies, procedures, or products, and updating customers accordingly.
• Compliance with the Company's Integrated Management Systems, and QMS.
• Compliance with the Company's Quality, cGMP, Health, Safety, and Environmental requirements.

EXPERIENCE, EDUCATION & REQUIRED CERTIFICATIONS, LICENSES, OR DESIGNATIONS:

• College diploma in Business Administration or Communications preferred.
• 2–5 years customer service experience or sales
• Ability to communicate well with others.
• Ability to take directions and follow instructions.
• Work with fast-paced environment. Tight deadlines, especially during busy season.
• Able to handle repetitive tasks.
• Attention to detail.

Unify is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates. Unify provides employment with accommodation during the recruitment process. Should you require any accommodation, please indicate this on your application and we will work with you to meet your accessibility needs.

Pay: $21.00-$23.00 per hour

Expected hours: 40.0 per week

Benefits:

• Casual dress
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Wellness program

Work Location: In person