Customer Care Specialist - Sweet Harvest Foods

Reports to: Sr. Director of Marketing

Compensation: $23-25/hour, depending on experience

Schedule: Full-time, Monday - Friday

Location: Remote (Minneapolis preferred)

Benefits: Medical, Dental, Vision, PTO, 401k match

At Nature Nate's Honey Co., life is pretty sweet. Nate's is the number-one branded honey company in the U.S. and producer of 100% pure, raw & unfiltered honey. As the most trusted honey company, we value each consumer and want them to know they're heard and their feedback matters. Nate's is looking for a passionate customer care professional who will join our team to fulfill that critical need and bring energy and enthusiasm to the role.

POSITION SUMMARY

The Customer Care Specialist is critical to our brand and marketing team This role provides 1:1 personalized care that addresses consumer needs and builds consumer loyalty. Communicating through email, phone and retailer sites, the Customer Care Specialist is dedicated to maintaining brand voice, sharing helpful information about our products and company and growing out fan-base by exceeding expectations in customer care.

PRIMARY RESPONSIBILITIES

• Lead day-to-day communication with consumers in strict alignment with Nate's Standard of Procedures including:
  • Thoughtful follow-up via email and phone using approved standard messaging
  • Publication of approved responses to retailer site reviews and questions
  • Collaboration with social media team for consumer care needs that flow through our social media channels
  • Input of customer care complaints into our quality assurance systems
  • Elevation of quality assurance or risk management concerns to the appropriate team and/or management
  • Collaboration with quality assurance team for unique product questions and testing of product retention sample
• Manage and implement:
  • Daily logistics for consumer follow up, including coupon mailings and product shipments
  • Approved additions and updates to Standard of Procedures and messages
  • Samples FAQs for new products introduced through the Innovation Team
  • Monthly customer care updates to team and management
  • Quarterly presentations distributed to marketing and quality assurance team members
  • Customer care enhancements by monitoring trends and best practices
• Build consumer loyalty with Nate's, turning consumers into fans by:
  • Proactively mailing thank you packages to consumers who reach out to Nate's
  • Collaborating with social media team to send surprise and delight packages to engage followers
  • Identify new opportunities to build relationships with new and future Nate's fans
• Other duties as needed

QUALIFICATIONS AND SKILLS

• Bachelor's degree in marketing or related field preferred
• 3+ years of experience in a similar role required; experience in CPG, retail or manufacturing a plus
• Microsoft Office experience required
• Effective communicator via phone and written messages in email and online required
• Passionate about organization and collaboration
• Detail oriented and technically savvy

ABOUT NATE'S

With a purity guarantee and award-winning taste, Nate's 100% Pure, Raw & Unfiltered Honey delivers a promise of premium honey. Through rigorous testing and careful handling, we ensure every bottle is the highest quality from the inside out: no additives, no preservatives, never pasteurized, pollens intact, crafted for exceptional taste and no sticky bottles. Nate's promises an undivided commitment to providing the highest quality product to you and your family, while also committing to be a faithful steward of its resources.