Customer Service Representative

.Pure TheraPro Rx® is a fast growing eCommerce wellness brand dedicated to helping others achieve their best possible health through education and high-quality, science-backed nutritional supplements. A family-owned and operated company, at Pure TheraPro Rx®, Purity is our Priority®, and we work diligently to ensure that each ingredient lives up to our purity standards. We create supplements with pure, highly tested, clinically studied ingredients and use only NSF, GMP-certified manufacturers. Our products are offered directly to consumers through our managed eCommerce channels to make sure our high-quality, highly bioavailable supplements are available worldwide at the best possible price. We’re currently a small team, but we’re rapidly scaling and looking to expand our tight-knit group to help us continue growing at this exciting pace!

If you’re a friendly and knowledgeable supplement-industry customer service pro who’s dedicated to providing exceptional service, we’re looking for you! Our Customer Service Representatives are the first line of support for our loyal customer base, tasked with handling all inbound inquiries and ensuring the best customer experience possible. Our ideal candidate has a positive and proactive mindset, expert communication skills, and a friendly, ‘can-do’ attitude. Most importantly, they have a passion for helping others, providing a premium customer experience, and using their skills to help people achieve their ideal health!

Responsibilities

• Front-line support for all Pure TheraPro Rx products and services through the online ticket desk system, social media, chat, email, and phone. Hours are 8am-5pm MST.
• Promptly handle 30-40 inquiries/day regarding product orders, order status, returns, subscription management, delivery status, exceptions, and general product knowledge.
• Become an expert on our products; learn the ingredients and their purpose for use in existing formulas and new formulas as they are introduced.
• Answer detailed product and service questions. Identify and fulfill client needs to achieve high customer satisfaction. Think quick on your feet to customize creative solutions to issues.
• Coordinate cross-departmentally, monitoring the progress of various projects and initiatives and moving them along, occasionally performing a variety of administrative support tasks.
• Respond to Amazon customer inquiries within the requisite time frame as dictated by Amazon (may require a small time commitment on weekends; flexible scheduling is available).
• Manage a variable schedule and work environment; be accountable.
• Follow up and follow through with all customer interactions.
• Recommend and implement process improvements where applicable.
• Proven ability to learn how processes work quickly, ask the right questions and come up with a cohesive plan for how to improve/automate them.
• Encourage the growth of our customer base by providing outstanding service and by recognizing and proactively offering appropriate products and services.
• Participate in ongoing training so that you grow and develop as a professional.

Qualifications

• Minimum 2-3 years of experience in an eCommerce CPG customer service environment (nutritional supplement experience required).
• Familiarity with eCommerce merchant platforms (Shopify, Amazon, etc.) and ticketing systems (Gorgias, ZenDesk, etc.).
• Familiarity with subscriptions and subscription management systems.
• Excellent communication skills and a highly engaging, friendly demeanor over the phone.
• Exceptional attention to detail and stellar organizational skills.
• Strong analytical, conceptual, and problem-solving abilities.
• Strong written and verbal communication skills with an emphasis on providing a superior customer experience.
• Ability to manage multiple tasks, adapt, and prioritize in a fast-paced environment.
• Self-starter, motivated to learn in a dynamic environment, and comfortable working as part of a team.
• Competent in the use of all Google Workspace applications (Docs, Sheets, Slides, and Drive).

What We Offer:

• Compensation Range: $50K-$60K Based on Experience
• Remote & Flexible Work Environment
• Long-Term Equity Incentive Plan Eligible
• 401k
• Free Supplements Allowance for Your Personal Use
• Ongoing Training
• Health Benefits
• Year-End Bonus: Based on Performance
• A family. This is last on the list but most important. We deeply care about our team and expect you to bring that same caring attitude when you join us. We do a lot more than just work together. You’ll love our company culture and outings, and you’ll build lifelong friendships.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Work from home

Experience:

• eCommerce Customer Service: 2 years (Required)
• Nutritional supplement, food or other FDA-regulated industry: 3 years (Required)

Work Location: Remote