Customer Service Representative

Customer Service Representative

We're seeking a highly skilled and customer-focused Customer Service Representative to join our team in Oxnard, CA. As a key member of our Operations team, you will provide exceptional service to our customers, resolve issues, and build sustainable relationships. If you're passionate about delivering outstanding customer experiences and have excellent communication skills, we want to hear from you!

Responsibilities:

• Respond to customer inquiries, manage account information, and resolve issues/complaints via email, online chat, and phone.
• Build sustainable relationships and customer loyalty through open and interactive communication.
• Stay up-to-date on product information, including new product releases, features, and benefits.
• Provide product recommendations and solutions to customers based on their needs and preferences.
• Troubleshoot errors related to order processing and subscriptions.
• Process returns, refunds, and order cancellations.
• Meet or exceed customer service metrics (CSAT) and assist with online customer reviews.
• Process internal sales and marketing sample order requests.
• Become a knowledge expert in product information retained from Help Docs and product specification sheets.
• Identify and suggest process improvements to increase efficiency and effectiveness in customer service.
• Use customer feedback and collaborate with internal departments to identify trends and areas for improvement.
• Collect and document customer quality complaints to share with internal teams, such as Quality and Product Development.
• Participate in special projects, such as customer service initiatives, product launches, and company-wide events.
• Collaborate with internal teams to plan and execute special projects.

Qualifications:

• High School degree or 2-years related experience.
• Communicates effectively, verbally, and in writing.
• Good comprehension skills – the ability to clearly understand and state the issues customers present.
• Work successfully in a team environment as well as independently.
• Good composition skills – the ability to compose a grammatically correct, concise, and accurate written response.
• Able to navigate multiple platforms, systems, and programs.

Preferred Skills:

• Ability to interact effectively at all levels and cross-departmentally.
• Demonstrates proficient knowledge of email applications.
• Excellent typing skills.
• Ability to be an effective team member and complete various projects.
• Experience with CRM software or previous experience in a customer-facing role.
• Adaptability, problem-solving, and time management skills.

About Primal Kitchen:

Mark Sisson started Primal Kitchen with a simple mission: to change the way the world eats. Our life and our overall wellness are defined by the thousands of choices we make for ourselves and for our families every day, and choosing real food and investing in your health can lead to a more empowered you. Primal Kitchen condiments and sauces are made with high-quality ingredients that make mealtime easy and delicious, so you can get the most out of life.

In just five short years, Primal Kitchen has catapulted from a small but mighty natural foods start-up to an industry-disrupting leader in real-food condiments, dressings, sauces and pantry staples.

Benefits: Coverage for employees (and their eligible dependents) through affordable access to healthcare, protection, and saving for the future, we offer plans tailored to meet you and your family's needs. Coverage for benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Wellbeing: We offer events, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being lifestyle for our employees and their families.

You'll be able to participate in a variety of benefits and wellbeing programs that may vary by role, country, region, union status, and other employment status factors, for example:

• Physical - Medical, Prescription Drug, Dental, Vision, Screenings/Assessments
• Social - Paid Time Off, Company Holidays, Leave of Absence, Recognition, Training
• Emotional – Employee Assistance Program, Wellbeing Programs, Family Support Programs
• Financial – 401k, Life, Accidental Death & Dismemberment, Disability

Location: Oxnard - Primal Kitchen

Kraft Heinz is an Equal Opportunity Employer that prohibits discrimination or harassment of any type. All qualified applicants are considered for employment without regard to race, color, national origin, age, sex, sexual orientation, gender, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law. Applicants who require an accommodation to participate in the job application or hiring process should contact NAZTAOps@kraftheinz.com.