Nordic Naturals

Customer Support

• Manage remote and onsite Customer Service Associates, International Division.
• Ensure that KPIs are being met for all channels of communication and proactively work to solve for any challenges.
• Run reporting on new or pending sales orders for the International CS department and provide status updates to account managers and warehouse management.
• Audit product allocation for all International orders.
• Work with the International Sales team to assist in forecasting for the international business based on wins/challenges/trends/distributor and customer feedback.
• Outline and implement a comprehensive onboarding program with the Department Trainer and Director of Customer Service.
• Meet with the International CS team on a weekly basis to discuss monthly customer orders.
• Monitor and report on negative customer sentiment; adverse reactions in overseas markets, and work with CS Director, Marketing, Legal and QA to ensure that the correct actions are taken to protect the brand.
• Work with Dept. Trainer, and Director, CS to identify needed processes and/or streamline and improve existing processes leading to better efficiencies and overall profitability.
• Create a monthly report identifying revenue at risk and distribute to the Director of Sales and Director of Customer Service.
• Ensure the team is processing distributor credits and quarter marketing coop spend.
• Proactively handle all distributor shipping logistics and track/report on challenges.
• Monitor and track agent performance metrics and coach to excellence.
• Drive performance to meet order entry deadlines, and hit monthly and quarterly goals while monitoring OOS to ensure appropriate distributor allocations.
• Manage and maintain the Zendesk Knowledge Base for cohesive communication for the department.
• Build and maintain positive working relationships with internal business partners:Warehouse, Operations, Accounting, Education, QA, etc. to handle and solve issues.
• Track and report to Retail/International Manager, of Customer Service on Goals vs Actual for the department

Supervisor, International Customer Service