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Contact Center Coordinator

Contact Center Coordinator

As the world leader in nutrition, health and wellness for children from birth to preschool, Gerber Products Company is committed to creating a strong future. We joined the Nestlé Nutrition family in 2007, and have been a partner in parenthood ever since. Our Anything for Baby team works closely with experts to create products that enrich and establish healthy habits for children, and are good for the planet as well. A career at Gerber provides meaningful opportunities to develop professionally, and nurture generations to come. Now is the time to define your future, and ours too.

Position Summary

The Contact Center Coordinator will respond and follow up with US and International consumers & healthcare professionals through multiple communication channels within the Nestle Nutrition Contact Center as the voice of the brand (phone, e-mail, live chat, SMS text, social media, eCommerce, ratings and reviews).  Provide expert advice, nutrition and product education along with exceptional customer service managing consumer product inquiries and processing quality incidents in accordance with FDA requirements.  Drive Market Share though demand generation, marketing promotion and sales activation through consumer loyalty programs, upsell and cross sell appropriate brand SKU's in alignment with business strategy and facilitate eCommerce purchase transactions.  This position is for a 24/7, 365 day per year operations center and could require availability for holidays, evenings and weekends.  Ability to work remote will be considered.

  • Engage with Nestle Nutrition consumer and healthcare professionals, via multi-channel engagement ( phone, e-mail, live chat, SMS text, social media, eCommerce, ratings and reviews): 
  • Addressing inquiries, handing complaints and reinforcing praise, supporting multiple companies and brands within: Gerber, Nestle Health Science, Gerber Childrenswear (external company)
  • Frontline Consumer Engagement Agents are cross-trained to manage multiple businesses and brands
  • Providing consumer/healthcare provider education (verbal/written)
  • Drive Market Share through demand generation activities including implementation of marketing promotions (product detailing, coupon distribution, etc.) and sales activation via consumer loyalty programs, upselling and cross-selling brand SKUs in alignment with business strategies as well as facilitate eCommerce purchase transactions where appropriate for both the Nestle Nutrition Store and Gerber Stores
  • Other duties and/or development opportunities as assigned by leadership including but not limited to: Frontline shift lead assignment, engagement in routine staff meetings, successful completion and application of required trainings
  • Continuous learning -- product and technical knowledge with flawless application
  • Adherence to all company Policy & Procedures as well as FDA and Regulatory compliance
  • Peer mentoring and active participation in Marketing Brand team activities
  • Collaborate with internal stakeholders including Specialists and Experts, Marketing, R&D Product Development, Quality Assurance, Communications and externally with healthcare professionals

QUALIFICATIONS:

  • Minimum High School Diploma
  • Strong Communication Skills (verbal and written)
  • Computer Skills, Problem Solving Skills
  • Ability to multi-task
  • Additional education or certification in customer service preferred
  • 1-2 years of experience in in a call center or customer service-related position in a service industry with ability to demonstrate proficient knowledge of company products, procedures and systems
  • Displays flexibility and teamwork to effectively operate in a 24/7, 365 environment
  • Strong listening and interpersonal skills; skilled at developing and maintain effective working relationships
  • Positive, confident attitude


144158 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment.  All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

As the world leader in nutrition, health and wellness for children from birth to preschool, Gerber Products Company is committed to creating a strong future. We joined the Nestlé Nutrition family in 2007, and have been a partner in parenthood ever since. Our Anything for Baby team works closely with experts to create products that enrich and establish healthy habits for children, and are good for the planet as well. A career at Gerber provides meaningful opportunities to develop professionally, and nurture generations to come. Now is the time to define your future, and ours too.

Position Summary

The Contact Center Coordinator will respond and follow up with US and International consumers & healthcare professionals through multiple communication channels within the Nestle Nutrition Contact Center as the voice of the brand (phone, e-mail, live chat, SMS text, social media, eCommerce, ratings and reviews).  Provide expert advice, nutrition and product education along with exceptional customer service managing consumer product inquiries and processing quality incidents in accordance with FDA requirements.  Drive Market Share though demand generation, marketing promotion and sales activation through consumer loyalty programs, upsell and cross sell appropriate brand SKU's in alignment with business strategy and facilitate eCommerce purchase transactions.  This position is for a 24/7, 365 day per year operations center and could require availability for holidays, evenings and weekends.  Ability to work remote will be considered.

  • Engage with Nestle Nutrition consumer and healthcare professionals, via multi-channel engagement ( phone, e-mail, live chat, SMS text, social media, eCommerce, ratings and reviews): 
  • Addressing inquiries, handing complaints and reinforcing praise, supporting multiple companies and brands within: Gerber, Nestle Health Science, Gerber Childrenswear (external company)
  • Frontline Consumer Engagement Agents are cross-trained to manage multiple businesses and brands
  • Providing consumer/healthcare provider education (verbal/written)
  • Drive Market Share through demand generation activities including implementation of marketing promotions (product detailing, coupon distribution, etc.) and sales activation via consumer loyalty programs, upselling and cross-selling brand SKUs in alignment with business strategies as well as facilitate eCommerce purchase transactions where appropriate for both the Nestle Nutrition Store and Gerber Stores
  • Other duties and/or development opportunities as assigned by leadership including but not limited to: Frontline shift lead assignment, engagement in routine staff meetings, successful completion and application of required trainings
  • Continuous learning -- product and technical knowledge with flawless application
  • Adherence to all company Policy & Procedures as well as FDA and Regulatory compliance
  • Peer mentoring and active participation in Marketing Brand team activities
  • Collaborate with internal stakeholders including Specialists and Experts, Marketing, R&D Product Development, Quality Assurance, Communications and externally with healthcare professionals

QUALIFICATIONS:

  • Minimum High School Diploma
  • Strong Communication Skills (verbal and written)
  • Computer Skills, Problem Solving Skills
  • Ability to multi-task
  • Additional education or certification in customer service preferred
  • 1-2 years of experience in in a call center or customer service-related position in a service industry with ability to demonstrate proficient knowledge of company products, procedures and systems
  • Displays flexibility and teamwork to effectively operate in a 24/7, 365 environment
  • Strong listening and interpersonal skills; skilled at developing and maintain effective working relationships
  • Positive, confident attitude


144158 

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role.  In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities.  Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

The Nestlé Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment.  All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Fremont, MI, US, 49413-0001

Fremont, MI, US, 49413-0001

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