The position is remote but will need to travel to Irvine, CA ~6 times per year. Must sit on West Coast.

SUMMARY OF POSITION

Organic nutrition company looking for a Consumer Care Expert to develop and manage all product knowledge content for consumer care and direct-to-consumer systems, including FAQs and helpdesk resources, ensuring the information reflects the latest product updates and regulatory approvals. This individual will create and maintain training materials while implementing training programs to enhance consumer care agents’ product knowledge and performance. This person will also serve as the subject matter expert for product knowledge and nutrition, providing support for complex queries and staying updated on industry trends.

ESSENTIAL JOB FUNCTIONS

Responsibilities include but are not limited to:

Consumer Facing Content Development and Management
Create, maintain, and ensure organization of all the product knowledge content in consumer care and direct-to-consumer systems (master documentation for innovation and changes, helpdesk, and Help Center & FAQ, website product PDP FAQs, etc.).
Create educational product knowledge training material for consumer care contact center agents (innovation, changes, etc.).
Work closely with brand, quality assurance, regulatory, commercialization, consumer care and direct-to-consumer teams to gather insights and ensure content reflects the latest product updates and consumer needs. Ensure content is approved by regulatory.
Consumer Facing Product Training and Development
Design and implement product knowledge training program for consumer care agents, focusing on product knowledge and best practices.
Maintain and ensure organization of all product knowledge training material in consumer care agent library.
Conduct product knowledge training sessions, workshops, and one-on-one consumer care agent coaching to improve team performance, product knowledge, and nutrition-related understanding.
Monitor and evaluate the effectiveness of product knowledge training programs and content through feedback, performance metrics, and quality assessments.
Implement product knowledge training improvements based on feedback from consumer interactions and consumer care and/or direct-to-consumer management.
Product Knowledge Expert and Customer Service
Be the subject matter expert for product knowledge and nutrition to support the consumer care and direct-to-consumer care teams.
Provide ongoing support to consumer care agents, including answering technical complex consumer queries and offering expert advice related to product and nutrition knowledge.
Responsible for answering assigned technical complex consumer queries related to product and/or nutrition knowledge.
Stay current with product innovation and trends in nutrition science and dietary products to ensure the accuracy and relevance of content.
Work closely with brand, quality assurance, regulatory, commercialization, healthcare team, consumer care and direct-to-consumer teams to gather input and solve complex queries.
Admin and Reporting
Maintain accurate records of product knowledge training activities, content updates, and performance metrics.
Prepare and present reports on training outcomes, content effectiveness, and team performance to management.
Set individual goals for improving and expanding on everyday job functions, as well as on the greater social and environmental aspects of your work. We expect that you remain accountable to these goals and report your progress in performance reviews.

EXPERIENCE AND SKILL REQUIREMENTS

4+ years of experience in customer service and/or contact center operations
3+ years in a role involving product knowledge content management; focus on nutritional field a plus
2+ years of relevant experience working in CPG environment preferred
Bachelor’s degree in Nutrition, Dietetics, Education, Business, Communications, or a related field
Registered Dietitian (RD) or Registered Dietitian Nutritionist (RDN) credential is a plus
Ability to drive and influence complex decision-making with various stakeholder groups and build consensus
Passion to learn, train, educate, and teach
Ability to explain complex information to a wide variety of audiences a plus
Strong organizational skills, detail orientated, and strong sense of commitment
Self-directed with a demonstrated sense of accountability
Ability to adapt to the changing needs of a dynamic growth-oriented business
Effective leadership, teamwork, and organizational skills

WORKING CONDITIONS

Position is remote but will need to travel to Irvine, CA ~6 times per year. Must sit on West Coast.
Travel may be required from time to time.
May include prolonged periods sitting at a desk and working on a computer.

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