Customer Operations Specialist

Note to applicants: This role is located in Austin, TX. 

Who You Are: As a Customer Operations Specialist, you will provide a high level of customer service to our internal and external  corporate customers. You will own accurate order execution and management through the value chain and lead professional, solution-oriented communication with both internal and external business partners.

You thrive on interacting with Customers ensuring their orders are entered and accurate. Details and organization are your thing! You analyze data ensuring the customer information is accurate for the system to work exceptionally well. Your daily passion is ensuring a customer focused culture; leveraging creativity to exceed these expectations and build Trust.

You possess the attitude of being the Customers’ advocate and express urgency and collaborate across all levels within Nutrabolt to achieve that expectation. You drive and foster open communication, solicit feedback about Customer’s experiences, share this information in an organized manner, and curiously establish continuous improvement plans to become even better.
          

What You're Good At:

• Creates a positive experience for the Customer by consistently providing superior service and exceeding expectations
• Accountable for the day to day execution of customer orders from submission to invoice, to include confirming right products on order, accurate pricing, correct method of shipment and shipping platform, timely release to distribution center etc. to ensure on-time delivery to the customer
• Responsible for track and trace, securing Proof of Delivery, coordination of customer returns as well as ensuring that the customer receives an accurate invoice.
• Act as the primary contact for assigned pool of accounts, provides backup of accounts for other team members in their absence.
• Proactively seeking to minimize cost to serve by driving down costs in the supply chain through initiatives developed with customers and logistics execution. Execute cost savings programs in the logistics area for your Customer base. This includes areas such as transportation, fulfilment, forecasting procedures/accuracy.
• Manage critical metrics to include response time to customer, case fill and on-time delivery. Responsible for ownership of customer KPI’s – understanding, tracking and monitoring Nutrabolt performance against them and working with key stakeholders and cross-functional partners to develop action plans for improvement
• Responsible for leveraging all technology and tools available to support accurate, timely order management, recognize trends, assess risk and provide proactive management of customer account to reduce potential issues in advance
• Generate reports and regular review of account status and other duties as assigned by the Customer Service Manager.
• Builds relationships and depth of understanding of Customer expectations and ensuring timely execution of order fulfillment functions
• In this role your goals and KPIs will be focused around:

• • Customer satisfaction
  • On-Time In-Full (OTIF) delivery
  • Order Cycle Time
    
    

What You Contribute: 

• Experience: 1-3 years of experience in the service industry, preferably with a Consumer-Packaged Goods company
• Education: Undergraduate degree in Business or a related field
• Knowledge/Skills/Abilities:
• Detail oriented with strong organizational skills and ability to prioritize in a fast-paced environment
• Service driven and self-starter that can effectively manage time with little to no supervision
• Has a passion for the fitness industry and believes in what we do
• Strong written and verbal communication skills with the ability to adapt style to needs of the audience
• Problem-solving, issue resolution, influencing and prioritization skills
• Critical thinking skills with an analytical and continuous improvement mindset
• Ability to develop and improve customer relations
• Innovation mindset with ability and willingness to adapt and integrate new technology, processes, and ideas to drive efficiency
• Requires ability to navigate computerized systems for tracking, information gathering, and/or troubleshooting; Order Management/ERP systems, EDI (electronic data interchange), on-line vendor portals, databases, software systems and Microsoft Office Suites, particularly Microsoft Excel
• Advanced computer and keyboarding experience necessary
• Experience working with Retail Buyers, Distributors and/or Brokers preferred

Why Nutrabolt?

Wellness Benefits

Nutrabolt cares about our teammates’ physical, mental, and financial wellness by providing benefits like: competitive health insurance, life insurance, mental wellness programs, 401K matching, and a Lifestyle Spending Account.

Lifestyle Perks

We offer unlimited vacation paid time off and volunteer time off. You’ll get discounts on C4 Energy, Cellucor, and XTEND products, too!

Family Support 

We want you to reach your full potential at work by taking care of all loved ones at home. We provide paid parental leave, in addition to reimbursement for expenses related to childcare, fertility treatments, legal fees, and more through our Lifestyle Spending Account.

Employment Type: Full-time