CAREERS

Evogen Elite Service Manager/ Customer Experience Manager

Irving, TX

Job Description  

This position is responsible managing the support team providing online support to customers via social media, online chat, phone, and electronic communications as well as business to business sales. By utilizing a fundamental knowledge of customer experience management and sports nutrition products they will recruit and manage the Evogen Elite Service Rep team. This position supports direct communication and troubleshooting with upper manager, team members, and customers to ensure that a satisfactory and positive experience is provided to the Evogen D to C and B to B community.

Responsibilities include:

  • Manage all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
  • In collaboration with the Ecommerce management, gain a first-hand understanding of how customers engage with the brand across all touch points and draw conclusions to continually evolve, improve, and optimize customer service
  • Outline “the service journey” to achieve the customer experience vision, including key benchmarks and measures of success
  • Effectively manage and develop assigned KPIs, payroll, and budget for the department
  • Liaise with other departments to ensure smooth running of operations
  • Develop & provide all relevant reports on performance metrics
  • Create cross training programs within customer service and other departments
    • Warehouse cross training curriculum: to fully understand the scope of the fulfillment process
    • Define and conduct product and compliance cross training curriculum to support cross functional teams within the Evogen Elite Service, Ambassador, and Athletes.
    • Manage loyalty system and help build out revenue targets and growth
    • Develop and manage system for Athlete Packages and Welcome Packages.
    • High level management of departments innovation and development
    • Liaise with other departments to create surveys, customer personas and customer journey
    • Develop and manage first box order experience for customers
    • Manage team of Evogen Elite service Supervisors and Managers ensuring department Kpi’s are met.

Team Skills & Communication

  • Take a responsible and lead role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
  • Train new team members on department process and advise on industry best practices
  • Lead and develop the Evogen Elite Service team
  • Work with the broader eCom management team to define the customer experience vision, set and communicate team goals and strategy. Foster a culture of accountability and continuous improvement
  • Create a nimble customer service organization that responds quickly to our customer’s needs

Requirements:

  • 5+ years of experience leading customer-facing teams in a multi-channel environment
  • Bachelor or master’s degree or similar years’ work experience
  • Expertise in customer experience with a proven record of supporting customer-facing strategies driving customer satisfaction, tenure and revenue
  • Able to inspire employee commitment, loyalty and motivation through progressive workplace practices that foster teamwork, open communication, respect, sincerity, helpfulness, courtesy and humility
  • Track record of successfully managing, coaching and mentoring Customer Service teams and delivering excellent Customer Service
  • Good CRM experience related to Customer Service
  • Project Management Experience
  • Strong communication skills verbal, written, and visual
  • Capable of streamlining and improving processes and troubleshooting
  • Fluent English, other languages are a plus
  • Budget management experience forecasting and productivity analysis
  • Flexible and adaptable
  • Self-starter attitude
  • A positive outlook, promoting constructive responses to the challenges of work within their team
  • Strong linkage with the Evogen’s mission statement

Preferred Qualifications

  • 5-7 years of previous customer service experience
  • Experience in health and nutrition and/or fitness
  • Ability to obtain NSCA nutrition certification
  • Experience with:
  • CRM
  • Gorgias
  • SmartSheet
  • Zendesk
  • UPS, Fedex, etc
  • Shopify
  • Survey Monkey
  • 3pl Central
  • NetSuite

 

 

 

Evogen Elite Service Representative (L2)

Irving, TX

Job Description  

This position is critical in providing online support to customers via social media, online chat, phone and electronic communications. By utilizing a fundamental knowledge of sports nutrition products they will assist customers in answering product questions. This position supports direct communication and troubleshooting with customers to ensure that a satisfactory and positive experience is provided to the Evogen community.

Responsibilities

  • Assist with all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
  • Answer incoming calls and general support tickets.
  • Handle specialty tasks associated with customer contact (online chat, customer order notes, voicemails, e-mails, etc.)
  • Process returns and adhere to RMA processes.
  • Respond quickly and professionally to social channel engagements on Facebook, Twitter, Instagram, YouTube and other platforms.
  • Resolve consumer questions and respond to ratings and reviews of our products on the EvogenNutrition.com site as well as key partner retail sites (Amazon).
  • Complete cross training programs within customer service and other departments.
  • Warehouse cross training curriculum: to fully understand the scope of the fulfillment process.
  • Product and compliance cross training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.
  • Service Reps may be asked to support other areas of the company, as needed.
  • Warehouse fulfillment support.
  • Marketing special projects.
  • Completing one shift per month demoing in local retailers or gyms.
  • Provide support at special events by offering customer service and product knowledge

Team Skills & Communication 

  • Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
  • Explain processes to new team members and advise on best practices

Requirements 

  • High school diploma or GED equivalent. Associates degree and/or accredited personal training certification.
  • At least 1 year of previous experience in eCommerce customer service
  • Personal training certification by an accredited source (NSCA)
  • Excellent written and verbal communication skills
  • Ability to thrive in a rapidly paced environment
  • Works well in a high-energy setting with an upbeat team
  • Strong attention to detail, self-motivated work style
  • Ability to multi-task among multiple platforms, prioritize assignments, and meet required deadlines
  • Savvy computer/internet skills & adequate typing skills
  • Strong organizational & problem-solving skills
  • If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover letter is required to be considered for this position.

Preferred Qualifications 

  • 2-3 years of previous customer service experience
  • Interest in health and nutrition and/or fitness implements
  • Post high-school academia

Experience With: 

  • CRM
  • ZenDesk or Gorgias
  • SmartSheet
  • UPS, FedEx, etc
  • Shopify
  • ShipStation

    Benefits Include

    • Health Insurance: Medical / Vision / Dental
    • 401k / matching
    • Flexible Vacation / Paid time off
    • Employee Discounts
    • Opportunity for growth!!!

    Job Type: Full-time

    Apply to: Jobs@evogennutrition.com  

     

    Evogen Elite Service Representative (L1)

    Irving, TX

    Job Description  

    This position is critical in providing online support to customers via phone and electronic communications by utilizing a fundamental knowledge of sports nutrition products they will assist customers in answering product questions. This position supports direct communication and troubleshooting with customers to ensure that a satisfactory and positive experience is provided to the Evogen community.

    Responsibilities include:

    • Manage all daily activities with Evogen customers with high quality service and in designated Service Level Agreement
    • Answer incoming calls and general support tickets.
    • Handle specialty tasks associated with customer contact (customer order notes, voicemails, e-mails, etc)
    • Process returns and adhere to RMA processes
    • Manage and document claims processing for FedEx, UPS, etc.
    • Complete cross training programs within customer service and other departments
    • Warehouse cross training curriculum: to fully understand the scope of the fulfillment process
    • Product and regulatory cross training curriculum: in order to support and understand other roles within the Evogen Elite Service, Ambassador, and Athlete teams.

    *Service Reps may be asked to support other areas of the company, as needed.

    • Warehouse fulfillment support
    • Marketing special projects
    • Completing one shift per month demoing in local retailers or gyms.
    • Provide support at special events by offering customer service and product knowledge

    Team skills & Communication

    • Take a responsible role as a team member working alongside other members of the customer service team, marketing department, sales department, and operations team.
    • Explain processes to new team members and advise on best practices

    Requirements:

    • High school diploma or GED equivalent. Associates degree and/or accredited personal training certification.
    • At least 1 year of previous experience in eCommerce customer service
    • Excellent written and verbal communication skills
    • Ability to thrive in a rapidly paced environment
    • Works well in a high-energy setting with an upbeat team
    • Strong attention to detail, self-motivated work style
    • Ability to multi-task among multiple platforms, prioritize assignments, and meet required deadlines
    • Savvy computer/internet skills & adequate typing skills
    • Strong organizational & problem-solving skills
    • If you are a qualified candidate interested in applying, please provide a resume and cover letter describing your previous experience and goals. A cover letter is required to be considered for this position.

    Preferred Qualifications

    • 2-3 years of previous customer service experience.
    • Interest in health and nutrition and/or fitness implements
    • Post high-school academia
    • Experience with: CRM, Shopify, Gorgias, ZenDesk, SmartSheet, UPS/FedEx.

    Benefits Include

    • Health Insurance: Medical / Vision / Dental
    • 401k / matching
    • Flexible Vacation / Paid time off
    • Employee Discounts
    • Opportunity for growth!!!

    Job Type: Full-time