About NGW:
As we prepare to embark on our centennial journey, New Generation Wellness (NGW) is not just marking a milestone; we are celebrating a century of commitment to health, vitality, and positive transformation. For 100 years, we've been at the forefront of wellness, pioneering innovation and shaping the future of holistic health. We invite you to be part of our legacy. Joining New Generation Wellness means becoming a part of a dynamic and successful team that values innovation, collaboration, and exceeding the needs of our customers. Here's to the next 100 years of New Generation Wellness! More importantly, here is to your success!
Employee Policy:
All NG Wellness employees are expected to exhibit professional conduct, maintain confidentiality, and display a positive attitude while performing their jobs. Employees are expected to develop teamwork, assist others when necessary, and participate willingly in any and all duties required of them for the welfare of the company. All employees are expected to learn about our company, goals, core values, mission statement and applicable policies.
Position Summary:
This position serves as a resource within the department and is responsible for managing complex customer and account-related matters, supporting advanced order and account administration, ensuring ERP accuracy and data integrity, and reinforcing consistent service standards across the team.
The Customer Service Specialist is expected to operate with a high degree of independence, sound judgment, and professionalism. In addition to performing advanced customer service functions, this role serves as a subject matter expert for other Customer Service Representatives, supports onboarding and informal training efforts, assists with escalated issues, identifies opportunities for process improvement, and collaborates closely with internal departments to enhance service quality, accuracy, and operational efficiency. This position also serves as the designated backup to the Customer Success and Sales Support Manager and may provide guidance, coaching, and day-to-day direction as appropriate.
At a minimum, this position requires demonstrated success in progressively responsible customer service roles, hands-on experience paired with forward-thinking problem-solving skills, strong business judgment, well-developed systems acumen, and the ability to communicate clearly, professionally, and effectively both verbally and in writing across all levels of the organization. The successful candidate will consistently demonstrate sound judgment, professionalism, and effective, ethical leadership, even in the absence of formal supervisory authority.
Essential Functions and Basic Duties:
Customer and Account Support
Serve as a primary point of contact for complex customer inquiries, escalations, and account issues received by phone, email, and other communication channels.
Complete daily CSR tasks while supporting departmental operations through collaboration and additional responsibilities.
De-escalate difficult customer interactions and drive timely, practical resolutions that preserve customer confidence and business relationships.
Resolve advanced issues involving order status, product availability, pricing, billing, returns, credits, shipping concerns, and customer expectations with a high degree of accuracy and professionalism.
Work closely with internal operational teams to communicate inventory status, delivery requirements, and any changes that may impact customers.
Exercise sound judgment in researching, analyzing, and resolving customer concerns while balancing service quality, business needs, and policy compliance.
Customer Order Management and ERP Accuracy
Troubleshoot order flow, data issues, and routine system-related concerns independently when possible; escalate appropriately when needed.
Monitor order activity for discrepancies, exceptions, or process breakdowns and take corrective action to maintain operational continuity including coaching for performance.
Perform both advanced and routine order entry and order maintenance functions with strong attention detail, accuracy and urgency.
Team Coaching and Support
Act as a resource and day-to-day support for other Customer Service Representatives by answering questions, sharing best practices, and helping reinforce department standards.
Provide informal training, onboarding support, and guidance to newer team members on systems, workflows, and service expectations.
Model strong service behaviors, accountability, organization, and professionalism for the team.
Support the Customer Success and Sales Support Manager in maintaining workflow consistency, identifying improvement opportunities, and reinforcing process expectations
Process Improvement and Problem Solving
Engage with internal and external stakeholders through email, phone, and chat to understand their goals, challenges, and pain points. Clear, proactive communication is essential for building strong, trusted relationships.
Identify recurring issues, root causes, and workflow inefficiencies impacting customer experience, order accuracy, or departmental performance.
Recommend and support practical improvements to procedures, documentation, templates, call handling, and internal workflows.
Help develop, refine, and maintain process documentation, reference materials, and training guides.
Anticipate issues proactively and take initiative to reduce errors, delays, and rework.
Cross Department Coordination
Partner effectively with Sales, Fulfillment, Shipping, Quality, Accounting, and other internal teams to ensure alignment on customer needs, order requirements, delivery expectations, and issue resolution.
Communicate clearly regarding inventory constraints, delivery changes, product questions, and account-related matters that may impact customers or internal operations.
Represent the Customer Success function professionally in cross-functional problem solving and day-to-day coordination.
Product Knowledge
Maintain a strong understanding of the company's products and services to effectively guide customers and tailor solutions to their specific needs.
Communicate new or enhanced products to customers and highlight their value.
Provide knowledgeable assistance throughout the purchasing process, ensuring customers feel confident in their selections.
Understand the features and benefits of both the company's offerings and the customer's current product set, recommending additional items that enhance or complement their existing lineup.
Performance Measurements:
Accuracy of Work, Decision Quality, Initiative, Results Oriented, Safety and Teamwork
Qualifications:
Education/Certifications:
High school diploma or GED required; associate or bachelor's degree preferred. Bachelor's degree in business, communications, supply chain, or a related field preferred for highly qualified candidates.
Required Knowledge:
Intermediate to advanced level with MS Office (Word, Excel and Outlook)
Ability to calculate figures and amounts such as discounts, proportions, and percentages.
Experience Required:
Minimum of 5 years of progressively responsible experience in customer service, customer support, account support, call center, inside sales support, order administration, or a closely related role.
At least 2 years of experience in a higher-complexity environment involving order management, escalations, ERP/CRM systems, account troubleshooting, or cross-functional issue resolution.
Experience in manufacturing, consumer goods, wellness, supplements, distribution, or similarly fast-paced product-based environments is
