Customer Service Representative

Sunland Nutrition, Inc. is a supplier of premium nutritional ingredients based in Lake Forest, CA. We are looking for a customer-oriented service representative. A customer service representative will act as a liaison, provide product/services information, gather customer feedback and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

• Assist with reviewing customer quality requirements to ensure company's documentations are being met
• Reviewing and understanding all documentation protocol to provide accurate information to customer
• Performs product quality inspection for incoming and outgoing samples
• Assisting regulatory team in maintaining data entry
• Ensures all files and e-files are organized, accurate, and updated daily
• Follow up in a timely manner with customer orders and inquiries to ensure orders and delivery details are correct
• Work closely with the management team and logistic department to keep track of order status, delivery schedule, shipping requirement, and post-order follow-up.
• Identify and assess customers’ needs to achieve customer satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer feedback, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers
• Excellent problem-solving skills, able to troubleshoot and investigate customer inquiries and special cases.

Skills:

• Proven customer support experience or experience as a client service representative
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Attention to details and well organized
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multitask, prioritize, and manage time effectively
• Bachelor degree in a related field
• Experienced with Microsoft platforms(Word/PPT/Excel etc.)