Customer Experience Specialist

CanPrev Natural Health Products - Scarborough, ON (30+ days ago)

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General Summary

CanPrev is a proudly Canadian company that grew out of a desire to make all natural medicines safe, effective and accessible to everyone. For over fifteen years, we have focused on making the best possible products that informed patients and real natural practitioners can use. And it isn’t just the quality of our formulations or ingredients that makes CanPrev great. We believe the best natural medicines should come with the best customer support and we are looking to grow our team.

The ideal candidate understands that the customer experience plays a central role in cultivating strong, positive relationships with customers. Serving our CanPrev, Orange Naturals, Cyto-Matrix, and Innovite brands, the Customer Experience Specialist will be engaging with a wide range of external and internal stakeholders to improve the customer experience, solve problems and share knowledge of natural healthcare. The candidate will always be thinking of ways to enhance this experience, whether it is through process improvements, better team engagement, or new initiatives to surprise and delight.

You will be engaging with natural health practitioners, pharmacists, health food retailers and the public. You’ll help discover their needs and goals. And with the support of your team members, you’ll match those needs with the right solutions from CanPrev.

As a service specialist, you know better than anyone else that satisfaction involves the entire value chain. You’ll work closely with our administration and shipping teams to make sure orders arrive into our customers hands in a timely manner. You’ll liaise with our in-house health care practitioners to empower our customers with the knowledge and training they need to succeed. You’re in constant contact with the leadership teams, sharing stories and crafting new ways to make those stories even better.

You’re a leader no matter where you are.

Joining CanPrev isn’t just about promoting health products. By maintaining strong relationships with our community of practitioners, retail partners and customers, you are integral to our success.

Essential responsibilities

  • Communicate effectively with our professional customers, taking purchase orders, making suggestions where appropriate and helping them achieve their business or health goals with CanPrev
  • Collaborate with account managers, marketing and operations to build a seamless, consistently enchanting customer experience
  • Liaise with our team of healthcare practitioners and educators to ensure customers receive the knowledge and training they need to succeed
  • Deliver great inbound customer experiences with our professional, retail and consumer customers, whether it is over the phone, online or through email
  • Investigate and resolve problems relating to shipment of products, returns, credits, and orders
  • Enter orders into our ERP system
  • Provide support to our Sales team and working closely with shipping when necessary to get orders efficiently and accurately processed
  • Additional office administration as necessary
  • Availability to work flexible shifts between 8:00AM and 8:00PM EST.

Desired Skills & Experience

  • A positive attitude with strong people skills. You’re approachable and a great listener
  • Performance driven – great at monitoring and driving key metrics that ensure we are delivering the quality of service our customers expect.
  • You’re a great communicator, whether it is verbal or in writing
  • Comfortable with computers and learning new technologies and information systems. Adaptive to customized changes and additions in applications
  • Proficient with Microsoft 365, Windows and Google applications. Knowledge of ERP systems and EDI is considered a strong asset
  • Strong organizational skills, with good attention to detail and accuracy
  • You’re passionate about CanPrev and eager to share that with others
  • You’re a great team player, but able to work independently in a fast-paced, changing environment while applying sound judgement
  • You have a strong interest in natural health, and have agility at learning about new products and health topics
  • Bilingual in English and French an asset
  • A bachelor’s degree preferred in science or nutrition, or similar credential

The candidate should have a proper work-from-home set-up/environment to conduct business in a professional manner and must have an uninterrupted landline internet connection.

We look forward to having you on our team!

Benefits:

  • Work from home opportunities
  • Extended health care
  • Flexible working hours
  • RRSP Match
  • Dental care
  • Vision care
  • Vacation & paid time off
  • On-site parking
  • Disability insurance
  • Life insurance
  • Casual dress
  • Wellness programs
  • Onsite Gym
  • Company events & social hours

Job Types: Full-time, Permanent

Experience:

  • Customer: 3 years (Preferred)

Work remotely:

  • Temporarily due to COVID-19