Customer Service Representative

About the Role

The ideal candidate will have a strong background in customer service, with experience working in a fast-paced, dynamic environment. You will be comfortable working with technology, including Salesforce and Excel, and will have excellent communication and problem-solving skills. As a representative of Nestlé Health Science, you will be expected to embody the company's values of innovation, quality, and customer focus.

Nestlé Health Science is a global leader in the health and nutrition industry, with a broad portfolio of renowned brands and a commitment to innovation and customer satisfaction. As a member of the customer service team, you will be part of a collaborative, customer-focused environment that values teamwork, professionalism, and continuous learning.

What You Will Do

• Respond to customer inquiries via phone, email, and other communication channels in a timely, professional, and courteous manner
• Process customer orders and credits accurately and efficiently, while maintaining attention to detail and adherence to established procedures
• Investigate and resolve customer concerns, questions, and account issues, ensuring timely follow-up and resolution
• Maintain consistent service quality and compliance with established customer service standards
• Document customer interactions, inquiries, complaints, and resolutions accurately within company systems
• Communicate relevant customer and account information to appropriate team members and internal stakeholders
• Collaborate cross-functionally to resolve customer issues and support a seamless customer experience
• Participate in product, process, and systems training to maintain knowledge and effectiveness
• Support outbound customer communications related to order updates, out of stock items, follow-up activities, promotions, and special projects
• Identify opportunities for process improvements and communicate recommendations to leadership
• Assist with quality-related documentation, complaint handling, and escalation processes as required
• Support departmental goals and contribute to a collaborative, customer-focused team environment

What We Are Looking For

• High school diploma; Associate's or Bachelor's degree preferred, or equivalent combination of education and experience
• 1 to 2 years of customer service experience required, with experience in a call center, healthcare, professional products, or customer-facing environment preferred
• Proficiency with Microsoft Office applications and customer relationship management (CRM) systems, particularly Salesforce
• Strong verbal and written communication skills, with the ability to communicate professionally, directly, and effectively with key internal and external stakeholders
• Ability to manage multiple priorities while maintaining a high level of accuracy and professionalism
• Experience working in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and issue resolution
• Strong team player with the ability to work comfortably with people at all levels of the organization
• Ability to maintain confidentiality and handle sensitive customer information

Nice to Have

• Experience working in the health and nutrition industry, or a related field
• Knowledge of healthcare-related products and services, including pharmaceuticals and medical devices
• Certification in customer service, such as the Certified Customer Service Representative (CCSR) designation
• Bilingual or multilingual skills, with the ability to communicate effectively with customers in multiple languages
• Experience working with quality-related documentation, complaint handling, and escalation processes

Benefits and Perks

• Competitive salary and benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays, including vacation, sick leave, and personal days
• Opportunities for professional development and career advancement, including training and education programs
• Collaborative, customer-focused work environment with a strong team culture
• Recognition and reward programs for outstanding customer service and sales performance
• Access to a wide range of company-sponsored benefits, including employee assistance programs and wellness initiatives

• Be prepared to highlight your relevant customer service experience, including any experience working with technology such as Salesforce and Excel.
• Showcase your strong communication and problem-solving skills, and demonstrate your ability to work in a fast-paced, dynamic environment.
• Research the company and its products, and be prepared to discuss your knowledge of the health and nutrition industry.
• Emphasize your ability to maintain confidentiality and handle sensitive customer information, and highlight any experience working with quality-related documentation and complaint handling.
• Be prepared to discuss your long-term career goals and how they align with the company's vision and values.
• Consider creating a portfolio or examples of your previous customer service experience, and be prepared to discuss specific examples of how you have delivered exceptional customer service in the past.