Customer Service Representative

The Customer Service Representative for Natural Essentials Inc, DBA Bulk Apothecary will work on-site in our Aurora, OH Distribution Facility’s Customer Service Center. He / She will work on a small team of Customer Service Representatives and Specialists that assist our customer base; primarily with front-line support on call volume and emails. Bulk Apothecary is an e-commerce soap and candle making supplier that sells across the world. An ideal candidate would have a blend of product knowledge, effective communication skills, and customer empathy; while maintaining a stance on the best interest of the organization. The Customer Service Representative is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. Hours of work are Monday - Friday from 8:30am - 5:00pm.

Duties and Responsibilities

  • Opens customer accounts by recording account information
  • Maintains customer records by updating account information
  • 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; following up to ensure resolution
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Take the extra mile to engage customers
  • Work with customer service manager to ensure proper customer service is being delivered
  • Effectively manage large amounts of incoming calls and emails
  • Follow communication procedures, guidelines, and policies
  • Keep records of customer interactions, process customer accounts, and file documents
  • Assist with placement of orders, refunds, returns and carrier claims
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Answer questions about warranties or terms of sale
  • This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job; Duties, responsibilities, and activities may change at any time with or without notice

Knowledge, Skills and Abilities Required

  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Customer orientation and ability to adapt/respond to different types of characters
  • Strong phone contact handling skills and active listening
  • Proven customer support experience
  • Knowledge of relevant computer applications

Working Conditions and Physical Effort

  • This job operates in a professional office environment
  • This role routinely uses standard office equipment such as computers, phones, and photocopiers
  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
  • While performing the duties of this job, the employee is regularly required to talk or hear
  • The employee is frequently required to sit, stand; walk; use hands to finger, handle or feel; and reach with hands and arms
  • This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job; Duties, responsibilities, and activities may change at any time with or without notice