Customer Service Representative, CPG Account

Job Description:

• Provide professional and timely customer service through phone calls, email, webforms, and other communication channels
• Respond to consumer inquiries, complaints, compliments, and product-related questions
• Support healthcare professionals with inquiries, complaints, order management, and general customer service needs
• Escalate complex inquiries and complaints to appropriate internal contacts according to established SOPs
• Deliver a positive customer experience while maintaining professionalism, empathy, and accuracy
• Provide direct-to-consumer support, including order placement, order status inquiries, and e-commerce assistance using Shopify
• Assist with business-to-business, wholesale, and e-retail customer support
• Coordinate order-related inquiries and fulfillment requests
• Process and coordinate follow-up fulfillment requests, including product retrieval kits, coupons, customer correspondence, compensation, and digital reimbursements
• Monitor and respond to customer inquiries and feedback across social media platforms
• Monitor and manage customer ratings and reviews using Bazaarvoice or other designated platforms
• Ensure customer-facing responses align with brand standards and service expectations
• Document customer interactions, inquiries, complaints, and resolutions in CRM systems
• Follow SOPs, work instructions, and escalation procedures
• Maintain accurate complaint records and timely escalation
• Participate in ongoing training and process updates

Requirements:

• Previous experience in customer service, contact center operations, or a related field preferred
• Strong verbal and written communication skills
• Ability to manage multiple customer interactions and prioritize tasks effectively
• Ability to thrive in a fast-paced environment while maintaining a high quality of work and a minimum 97% audit score
• Experience with Shopify, CRM platforms, or e-commerce customer support preferred
• Familiarity with social media customer engagement and ratings and reviews platforms is a plus
• Strong problem-solving skills with excellent attention to detail
• Ability to work independently and collaboratively in a fast-paced environment
• Comfortable learning new systems, processes, and product information
• Experience supporting healthcare professionals, medical devices, or regulated products is a plus
• Must work remotely on a shift schedule of 8:00 AM–5:00 PM ET, Monday–Friday