Job Summary:

As a retail customer service representative, you will be responsible for providing exceptional support to retail accounts. You will handle order processing, customer inquiries, resolve customer issues, handle sales team questions, and ensure a seamless experience for our retail customers. Your primary goal is to maintain high customer satisfaction and support sales growth in the retail sector.

Responsibilities:
• Process Orders: Receive orders from the sales team and from customers, enter orders with an exceptional degree of accuracy, and ensure orders are transmitted to our fulfillment center.
• Respond to Customer Inquiries: Promptly and courteously respond to customer inquiries received via email and phone, regarding product information, order status, pricing, shipping, returns, and other related topics.
• Retrieve Orders from Electronic Systems: Retrieve and process orders sent to us via EDI and other POS systems used by customers
• Backup for Various Platforms: Will be trained on various customer portals and platforms and serve as backup to the Sales Coordinator for entering information into portals and performing other necessary tasks within them.
• Troubleshoot Technical Issues: Provide technical support and troubleshooting assistance to customers encountering difficulties with payment processing, or other services.
• Resolve Customer Complaints: Address customer complaints and concerns with empathy and professionalism, striving to achieve satisfactory resolutions and maintain positive customer relationships.
• Process Returns and Refunds: Follow company policies to process any necessary customer returns and refunds.
• Collaborate with Other Teams: Work closely with the salesand logistics teams to coordinate efforts and provide seamless customer support across all touchpoints.
• Maintain Knowledge Base: Stay updated on product catalog updates, promotions, and company policies to provide accurate and up-to-date information to customers.

Qualifications:
• Previous experience in retail customer service required. Must have experience working with retailers such as Sprouts Farmers Market, Fresh Thyme, Whole Foods, Kroger, Publix, and others. 
• Experience in the natural products industry preferred but not required.
• Excellent written and verbal communication skills.
• Exceptional attention to detail
• Strong problem-solving abilities and attention to detail.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Knowledge of payment processing systems is a plus.

Salary Expectations: $50,000- $55,000 Annually with Full Benefits 

Remote Work Requirements:
• Reliable internet connection and suitable home workspace.
• Availability to work flexible hours, including evenings, weekends, and holidays as needed.
• Self-motivated and disciplined to work independently with minimal supervision.

What to Expect during the selection process:
• Application: your application will be reviewed, and you’ll hear back from us no matter what (no ghosting!). Given the volume of applications, detailed feedback may not be possible.
• Google Meet Interview: a 30-minute video call with our Talent Acquisition Specialists to get to know you a bit better and make sure you are aligned with the company's core values.
• Predictive Index Assessment: All candidates need to complete a behavioral and cognitive assessment through Predictive Index. This tool is an integral part of our hiring process and crucial to limiting bias. 
• 30-minute Phone Meeting with a member of the B2B team: To "Get to know each other" to gauge if the chemistry is right to be successful together. We do not solely hire for skill, as a new skill is easy to train. We are looking for the right team member to build on our success.
• Panel Interview: a 60-minute video call with hiring team and a member of our people and culture team to discuss your background, BIOptimizers, and answer your questions about the team and growth trajectory.
• Reference Check: At this point, we will ask for some references, whom we’ll email as part of our due diligence.
• Offer: Ideally, this is the part where we make the offer, you accept, and we all celebrate!

Additional Application Information
Tech Requirements:
• Computer - at least i5 or equivalent with 4GB RAM
• Internet Speed - At least 20 MBPS Download speed.

This role is 100% remote, so reliable internet is a must. The company is US-based; however, it is distributed remotely across the globe.
Your application must include:
• Your Resume