Job Description

PRODUCT SPECIALIST

REMOTE, OPERATIONS DEPARTMENT, FULL-TIME

SUMMARY/OBJECTIVE

This role is for an experienced candidate who can deliver an exceptional experience for all customers and clients by providing product and service information and resolving technical issues. The Customer Service Product Specialist has at least 5+ years of Customer Service experience and has extensive knowledge in investigating and resolving complex issues involving multiple products. He/she will support both internal and external facing groups, including our sales team, practitioners, international distributors, and affiliate accounts. He or she will work closely with our Operations Manager and VP of Operations. The Customer Service Product Specialist will be responsible for providing higher-level product and service information, resolving service inquiries and problems for internal and external customers. They will be responsible for in-depth knowledge of Microbiome Lab products and provide clinical answers to practitioner questions. The product specialist will be responsible for being a source for specific questions regarding products. He/She will act as a liaison between customers, and account representatives assisting with orders, errors, account questions, and all other inquiries as needed. The Customer Service Product Specialist must have strong customer service skills, the natural ability to solve problems, work in a face-paced environment.

SCIENCE/CLINICAL BACKGROUND VERSED IN NUTRACEUTICALS IS REQUIRED FOR THIS POSITION.

JOB RESPONSIBILITIES

• Provide clinical answers to practitioner questions.

• Being a source for specific questions regarding products.

• Answers incoming customer calls regarding billing issues, product problems, service questions, and general client concerns

• Ensure customer satisfaction by answering incoming/outbound calls and emails in a friendly, engaged, and enthusiastic manner

• Apply knowledge to effectively respond to all inquiries. Review and respond to all emails with professionalism, accurate information, and timely follow-up. Documenting customer interactions accurately

• Review and maintain open orders to quickly resolve delivery blocks, billing blocks, and incomplete order status, etc. Provide accurate documentation of all delays and changes made to an order

• Responsible for working with the appropriate internal departments to ensure that accurate customer information and requirements are communicated, updated, and maintained

• Impact the company’s bottom line by problem-solving and turning frustrated clients into repeat customers

• Provide information about our products and services

• Troubleshoot and resolve product issues and concerns

• Document and update customer records based on interactions

• Develop and maintain a knowledge base of the evolving products and services

• Process customer orders in the CRM

• Assist with the implementation of promotional strategies

• Contribute to customer acquisition and business development

• Educate customers about product features and value

• Utilize accessible technology to complete purchases

• Act as a resource to answer questions and/or objections

• Maintain confidence and professionalism consistently

REQUIRED SKILLS/CAPABILITIES

• Consistently demonstrates positive energy and strong initiative/ownership

• Committed to high standards of excellence and models an exemplary work ethic

• Technologically Savvy

• Excellent written and verbal skills

• Excellent organization skills

• Must be detail-oriented

• Must have the ability to learn quickly and adapt to new technologies and applications

• Ability to multitask and reprioritize in a dynamic environment

• Ability to work effectively in a team to meet deadlines

• Places strong importance on company culture

• Embodies high ethical character and makes good decisions

• Associate’s Degree or equivalent work experience

• Degree and/or work experience in Health/Wellness Related Field Preferred

• Basic understanding of Shipping and Receiving

• Ability to work in a high-demand, fast-paced environment

• Ability to work independently, meet deadlines, and produce results

CREDENTIALS

• Proficient in Google Suite

• Experience in Zendesk

• Experience in Kixie

• Experience in Asana

• Experience in SalesForce

PLEASE NOTE 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.

Company Description

We strive to build a company culture that provides an unparalleled employee and customer experience while providing the highest quality, potency, and efficacy in nutraceuticals. To support medical professionals in the treatment of their patients in order to improve the health and well-being of patients on a continuous and consistent basis. At Microbiome Labs, we believe the new evolution of the probiotic market is spore-based. Spores are nature's probiotic and we have dedicated our company to educating healthcare providers about how these amazing nutrient factories are designed by nature to be a universal probiotic. New scientific information indicates that 90% of the probiotics on the market had trouble surviving the harsh stomach environment of high temperatures and low acidity. MegaSporeBiotic is designed in response to that evidence to be a spore-based probiotic, naturally designed to enter the body on a regular basis and perform key functions. MegaSporeBiotic (MSB) is an effective probiotic with 5 strains of spores created by Dr. Tom Bayne and microbiologist, Kiran Krishnan for exclusive use by healthcare professionals. MegaSporeBiotic is the first all-spore, pharmaceutical grade, carotenoid-rich probiotic for use by healthcare practitioners.