Strategic Customer Care Specialist

Welcome to a better way, an authentic way. Welcome to Nature’s Way.

We believe that nature is the best way to holistic health, and it should be available to everyone.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce.

Our customers trust:

• Our products to be the gold standard
• Our words to be true
• Our claims to be honest,
• Our actions to have integrity.

And we’ve been leading the way since 1969.

Be a part of helping people live healthy lives as our new Strategic Customer Care Specialist.

SUMMARY

The Strategic Customer Care Specialist is responsible for providing support to their assigned customers and corresponding Account Managers. The Strategic Customer Care Specialist manages their customer and sales relationships through a variety of communication channels. Proficient use of systems is required to successfully manage accurate and conforming customer orders. Ownership of customer purchase orders, from receipt to successful delivery, is managed by the Strategic Customer Care Specialist in order to meet Nature’s Way objectives and provide outstanding customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manage customer orders to achieve fill rate, invoice accuracy, and on time delivery targets.
• Proactively notify customers and/or brokers of shortages, order changes and other issues related to their purchase orders.
• Assist customers and/or brokers with inquiries related to product availability, specifications, prices and discounts.
• Customer portal management for PO processing, investigation, reporting, and other customer care functions.
• Manage unique customer requirements and processes such as promo orders, new store openings, displays, seasonal item orders, etc.
• Investigate customer fines and collaborate with customers, brokers, and internal teams on disputes, resolutions, and prevention of fines. Report on customer fines.
• Demonstrate professional communication and follow through in all internal and external verbal and written exchanges.
• Participate in regularly scheduled customer and broker meetings to provide updates, address questions, and support ongoing relationships.
• Partner with customers and cross‑functional internal teams (transportation, warehouse, production planning, inventory, and sales) to resolve fines, pricing discrepancies, and service shortfalls to achieve customer satisfaction.
• Develop a trusted advisor relationship with assigned customers. Understand and document each customer’s expectations and strive to meet or exceed those expectations.
• Maintain current, accurate and thorough Standard Operating Procedures (SOPS) for system and customer processes.
• Keep current vendor guides/agreements on file. Review, understand and document the customer expectations outlined in the guides. Collaborate with cross functional teams to ensure adherence of customer expectations.
• Execute and review routine customer account reporting to ensure compliance and accuracy, such as: the discontinued items report, fill rate report, carrier on time performance; fine/fee analysis, and compliance to Nature’s Way policies.
• Routine and ad hoc Power BI and Analysis for Excel reporting, including regular reviews of ongoing service or process concerns with customers to ensure appropriate account management and customer ordering.
• Continually assess tasks and processes to find opportunities for improvement, efficiency, accuracy, and cost savings.
• Achieve expert level SAP understanding. Execute transactions with speed and accuracy. Keep customer account data accurate and relevant.
• Achieve intermediate level EDI understanding. Navigate EDI information for customers and collaborate with internal EDI team to understand customer requirements and provide appropriate service levels.
• Execute customer project‑based work, including SAP system updates and customer‑specific requirements.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient knowledge and use of Microsoft Word, Outlook SharePoint, PowerPoint, and Excel.
• Excellent organization and communication skills.
• Ability to balance multiple priorities and meet deadlines in a fast-paced environment.
• Ability to prioritize, problem solve, and think critically in a dynamic environment

OTHER SKILLS AND ABILITIES

• Ability to work independently and with a team, and make decisions quickly and logically with appropriate resources.
• Must possess a willingness and ability to learn.
• Must possess the ability to communicate and work with others in an efficient, professional, and diplomatic manner.
• Must be detail oriented.

EDUCATION and/or EXPERIENCE

• Associate’s Degree required. Bachelor's Degree preferred.
• A minimum of two years’ customer service, clerical office work and/or sales support experience is required.
• SAP or other ERP software experience preferred.
• EDI or electronic ordering experience preferred.

All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

• Company provided short-term & long-term disability
• Life and AD&D insurance
• Flexible spending accounts
• Voluntary critical illness & accident coverage
• New parent phase-in program & paternity leave
• Educational assistance reimbursement
• Product discounts & a wellness program

Start Helping People live Healthy lives today!