Key Account Customer Care Specialist

Come Grow with Us!

Vitality Works mission is to create efficacious and therapeutic herbal, vitamin and nutraceutical supplements to help people get and stay well. While the FDA defines minimum quality, we strive for the highest level of quality. Vitality Works also operates in an environmentally sustainable way, recycling, composting, reducing energy and water consumption in a conscientious way. Our dedicated and passionate employees strive to produce amazing products in an uncompromising yet affordable way so that these products are affordable and effective.  

Position Summary:

In the role of Key Account Customer Care Specialist, we are looking for the person who:

• Enjoys problem solving to provide expert experiential outcomes for our existing clients and potential new clients.
• Works well with a variety of both tasks and projects, thriving when working quickly and balancing multiple responsibilities throughout the interaction.
• Is polite, courteous and capable of communicating specifics around process and procedures to help customers understand the value of working with our team and the impact of getting it right.
• Is competitive, a self-starter, understanding the outcome is to be of value to our clients so our company continues to grow and scale .
• Know the importance of 'doing what you said you would do' - meaning you are a good finisher, detail oriented, aim for perfection and enjoy the challenge of becoming a subject matter expert to provide unparalleled service and experience for clients and potential clients.

This position is the business to business account representative for long-term and new accounts.  You will coordinate all aspects of ongoing sales transactions from a customer’s ideation and pricing inquiry, to shipping of finished product.  You’ll thrive when you excel at coordinating with multiple internal departments with speed and precision, while being an advocate for your customers and the company with skilled, complete and thoughtful communication.

Position Responsibilities:

• Establishes productive, professional relationships with key personnel in assigned customer accounts.
• Handle all interactions with customers, visitors and co-workers with a positive, helpful attitude.
• Responsible for providing business-to-business customer service to key contract accounts.
• Provide timely and accurate updates related to order status, production timeline tracking, and financial details.
• Assist with resolving product and service problems directly and by coordinating with the appropriate internal departments.
• Maintain customer records by updating account contact and any other relevant information in all company databases.
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations.
• Work closely and considerately with internal teams as a customer advocate.
• Pull and compile reports to satisfy a wide variety of customer information requirements. 
• Respond promptly to customer inquiries with precision, completeness and professionalism.
• Responsible for processing orders from order entry, confirmations, generation of purchase orders for unique customer-supplied materials, status updates, collecting appropriate supporting documents, corresponding shipping information, and providing final confirmation that order has shipped to the customer.
• Perform other related duties as required.

Skills & Requirements:

• High School or GED equivalent and sufficient experience pertaining to this job.
• Associates preferred, other additional education welcomed.
• Three (3) to five (5) years previous customer service in business to business, key account and or territory management role.  Experience in manufacturing work environment is a plus.
• Competency in Microsoft applications including Excel and Outlook. 
• Must be fluent in written and spoken English.
• Business to business, account and territory management experience.
• Excellent customer service and problem-solving skills
• Be a team player and work cooperatively and respectful in a positive manner with all team members.
• Must excel at being prompt and understand how to respond with urgency to internal support teams and customers. 
• Knowledge of MRP/ERP or sales and financial software, use of a network, creating, editing and saving documents.
• The ability to establish priorities, work independently, and proceed with objectives without supervision.
• The ability to work in a fast-paced, complex environment.
• The ability to handle customer complaints in a professional manner.
• Must be detailed oriented.
• Must be able to enter data quickly and accurately.
• Must treat all customer inquiries and orders with the highest sense of urgency.

Physical Demands & Working Conditions:

• Position is in an office environment.
• Position will require entry to GMP and controlled areas with specific dress code requirements.
• Position will require some walking, standing and sitting.
• Being able to sit for long periods of time.

Vitality Works Benefits:

At Vitality Works, we know your power comes from your overall well-being and the well-being of your family. That’s why we offer a comprehensive benefits package that supports the health of you and your family. As a part of our family, your benefit offerings include: 

• Highly Competitive Medical, Dental, & Vision Coverage
• Health Savings Account
• Benefits: Basic Life/AD&D, STD/LTD, & Employee Assistance Program paid by Vitality Works, Voluntary Supplemental Life/AD&D, Critical Illness & Accident Insurance
• Work/Life Balance: Sick Leave, Vacation Time & Paid Holidays
• 401(k) Plan: 100% match on the first 3% contributed plus an additional 50% up to 5%
• Group Voluntary Benefits
• 2 FREE Supplements per month
• Amazing on-campus gym/basketball courts/walking paths
• Referral Bonus Program

Vitality Works is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.  To request reasonable accommodation, please contact Human Resources.