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Consumer Response Specialist job in Rohnert Park

Traditional Medicinals jobs
California (CA), Rohnert Park
Company Type:  Certified B Corporation
Industry:  Consumer Packaged Goods Manufacturing
Job Type:  Marketing
Employment:  Full-time
Impact Area:  Health & Wellness
Company Name:  Traditional Medicinals

Location
Country:  United States
State / Province:  California (CA)
City:  Rohnert Park
Zip / Postal Code:  94928
Map: 

Description

Consumer Response Specialist


 


We’re looking for a talented and enthusiastic person to join our team and help drive our consumer response efforts as an important face of the Traditional Medicinals brand.  With a large and growing social media community, including 1,700,000 Facebook fans and 110,000 Instagram followers, and increased consumer interactions, we need an internal resource to interact with our consumer base to provide timely responses and a positive outcome. In this role, you will work for the Consumer Response Manager and partner with a peer Consumer Response Specialist.


 


The Company


Traditional Medicinals® (TM) is a growing 43 year old herbal wellness company, manufacturing over 58 varieties of herbal, medicinal tea in its solar powered facility.  Traditional Medicinals is proud to be the number one medicinal, organic, and fair trade herbal tea company in North America, selling products nationally in all channels from health and natural foods stores to mass retailers and grocery stores.  Read more at http://www.traditionalmedicinals.com/our-story/


 


The Location


The position is based in our beautiful new open concept office in Rohnert Park, CA which lies in the center of scenic Sonoma County. 


 


The Candidate


TM is seeking a consumer engagement star, a team player who enjoys interacting with consumers. You should be a natural born social creature, both online and offline, with a natural curiosity about consumers and an ability to drive interactions with them, whether happy or unhappy, to a positive ending.


Responsibilities



  • Provide high-level customer service in response to all consumer inquiries by utilizing excellent, in-depth knowledge of company products and procedures.  Respond to consumer comments and questions ensuring that each response is consistent with the TM brand voice and is legally compliant.

  • Monitor in-bound consumer inquiries and comments (telephone, snail mail, email, tm.com and social media channels) and respond in a way that provides a high level of customer satisfaction.

  • As required, maintain records of consumer interactions and transactions, accurately recording details of inquiries, complaints or comments and documents actions taken in the consumer database (CRS).

  • Refer unresolved consumer grievances to designated departments for further investigation.

  • Develop knowledge and expertise about TM’s product details. 

  • Provide ad hoc administrative support to the Marketing and Sales Support teams.

  • Contribute to nurturing and growing our existing Facebook, Twitter, Pinterest and Instagram communities.

  • Craft social media posts and collaborate on social developments.

  • Discover and engage potential influencers.

  • Scan the social media landscape to provide insight into consumer and community behavior.

  • Evaluate and engage with online reviews.


 


Qualifications



  • High school diploma required; Bachelor’s degree a plus.

  • Two or more years of related professional customer service experience, including written responses and telephone communication; or any equivalent combination of education, experience, and training.

  • Knowledge and use of social media communications platforms such as Facebook, Pinterest, Twitter, and Instagram.

  • Exceptional attention to detail.

  • Positive attitude, able to make satisfied and unsatisfied consumers think, “I’m glad I contacted them!” Able to maintain composure under difficult circumstances and effectively deal with angry or upset consumers.

  • Adaptable to a fast paced, shifting work environment; willing to remain flexible to accommodate changing business conditions, work requirements and scheduling needs. This position will require flexibility to monitor social media on evenings and weekends.

  • Knowledge and curiosity about herbs and plants a big plus. 

  • Excellent verbal and written communication skills. DSHEA experience is a plus.

  • Ability and willingness to participate in work-related training, seminars or travel as required by the company.

  • Desire to proactively improve processes, incorporating on-the-job observations to identify areas of opportunity.

  • Proficiency in Microsoft Outlook, Word and Excel.

  • Experience using a customer data base (CRS) a plus, as is experience working on a consumer brand.


 


Benefits


We offer a competitive compensation rate, PTO, cash bonus and profit sharing and health benefits.  Plus a healthy, supportive, mission driven work environment!

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