Premier NX

Role Description As a Customer Service Representative, you will contribute to Premier NX’s success by meeting our client’s service levels. What You Will Be Responsible for as a Customer Service Representative: - Answer incoming phone calls, texts, chats and respond to written communications. - Troubleshoot any issues related to the consumer product. - Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved. - Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes. - Prioritize and handle multiple responsibilities. - Provide information, support, and guidance to consumers. - Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. - Fully, accurately, and immediately document all telephone calls in the appropriate CRM system. - Use correct grammar and make appropriate word choices in written communication and data capture. - Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail. - Listen actively to others and ask appropriate questions for clarification. - Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary. Qualifications - Interpersonal and relationship management skills. - Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers. - Ability to maintain professional behavior in stressful situations. - Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information. Requirements - Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment. - Communication, organization, and being a team player. - Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities. - Demonstrating a high level of sensitivity, empathy, and patience with each consumer. Benefits We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.

Role Description Premier NX is hiring an ambitious, high-energy Inside Sales Representative for a career-track role designed for a true hunter. This position starts with a strong business development focus: - Creating new relationships - Setting qualified appointments for the sales team - Learning how Premier NX sells into mid-market organizations Over time, you will begin managing smaller accounts directly and progress into a full inside sales role within 12 to 18 months. This role is ideal for someone who can: - Work independently - Stay disciplined in a target-driven environment - Learn quickly - Take coaching from experienced sales mentors The person in this role should be hungry to win, comfortable opening doors through outbound effort, and motivated by a clear path to greater account ownership and commission upside. Qualifications - 2–5 years of experience in B2B business development, sales development, inside sales, or a similar prospecting role - Proven success with outbound prospecting and cold outreach into the US, UK, or Canadian market - Strong verbal and written communication skills, especially with mid-level and senior decision-makers - Ability to work independently, manage time well, and maintain momentum in a target-driven environment - Comfort learning a complex service offering and translating it into relevant business conversations - Experience using CRM and outbound tools such as Zoho, HubSpot, Outplay, Salesforce, or similar platforms Requirements - Execute outbound prospecting across phone, email, LinkedIn, text, and other channels to engage target accounts and decision-makers - Set qualified appointments and generate sales-ready opportunities for senior sales team members - Follow up on inbound and marketing-generated leads while maintaining a strong outbound-first mindset - Learn Premier NX’s service pillars, target industries, buyer pain points, and positioning well enough to speak confidently with prospects - Conduct early-stage discovery conversations to uncover business needs and align them with Premier NX solutions - Maintain accurate outreach, activity, and pipeline records in CRM and sales engagement tools - Work closely with sales leadership and mentors to improve messaging, objection handling, qualification, and follow-up - Over time, begin managing smaller opportunities directly and progress toward full-cycle sales responsibility Benefits - Competitive base salary plus commission - Variable compensation will reward both qualified opportunities passed to the sales team, and revenue closed directly on opportunities owned by the ISR as the role expands Career Path This role is designed as a growth path into a sales position at Premier NX. High performers who learn the business quickly, generate quality pipeline, and demonstrate readiness to manage smaller accounts can progress into greater sales responsibility within 12 to 18 months.

Description Be The Next Customer Care Specialist (Bilingual German/English) - Remote Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Care Specialist, you will contribute to Premier NX’s success by meeting our client’s service levels. Come join us! SUMMARY: We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email and live chat. The Specialist will assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently. Hours of Operation: We provide support to our client from Monday through Friday with shifts between 7:00AM – 3:00PM EST or 8:00AM – 4:00PM EST. Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated. Key points of the role: - Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. - We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed. - This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule. - Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward. - Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding. - We consider our representatives on this product a team working together to address the questions, concerns and issues - Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be. KEY RESPONSIBILITIES: - Answer incoming phone calls, live chats, and respond to written communication. - Troubleshoot any issues related to the consumer product. - Assist consumers with order inquiries, product information, and shipping updates. - Process refunds and replacements accurately and efficiently, - Make recommendations based on consumer’s needs. - Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. - Deliver a high-quality, empathetic customer experience across all channels. - Manage multiple systems and tasks simultaneously in a fast-paced environment. - Continually maintain working knowledge of all company products, services, and promotions. - Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards. Requirements QUALIFICATIONS: - Fluent in German and English (written and spoken). - Ability to multitask and navigate multiple systems efficiently. - Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving. - Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations. - Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical. - Previous customer service experience preferred. EDUCATION and/or EXPERIENCE: - College degree preferred with minimum of 3 years customer service experience. - Strong computer experience working on multiple software programs. - Consultative customer service skills: ability to analyze a customer’s situation and present a solution. - Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment. - Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat). - Must be authorized to work in the US without sponsorship. Together, we can offer endless possibilities! What is next for you?

Description Be The Next Customer Care Specialist (Bilingual German/English) - Remote Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Care Specialist, you will contribute to Premier NX’s success by meeting our client’s service levels. Come join us! SUMMARY: We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email and live chat. The Specialist will assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently. Hours of Operation: We provide support to our client from Monday through Friday with shifts between 7:00AM – 3:00PM EST or 8:00AM – 4:00PM EST. Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated. Key points of the role: - Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. - We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed. - This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule. - Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward. - Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding. - We consider our representatives on this product a team working together to address the questions, concerns and issues - Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be. KEY RESPONSIBILITIES: - Answer incoming phone calls, live chats, and respond to written communication. - Troubleshoot any issues related to the consumer product. - Assist consumers with order inquiries, product information, and shipping updates. - Process refunds and replacements accurately and efficiently, - Make recommendations based on consumer’s needs. - Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. - Deliver a high-quality, empathetic customer experience across all channels. - Manage multiple systems and tasks simultaneously in a fast-paced environment. - Continually maintain working knowledge of all company products, services, and promotions. - Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards. Requirements QUALIFICATIONS: - Fluent in German and English (written and spoken). - Ability to multitask and navigate multiple systems efficiently. - Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving. - Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations. - Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical. - Previous customer service experience preferred. EDUCATION and/or EXPERIENCE: - College degree preferred with minimum of 3 years customer service experience. - Strong computer experience working on multiple software programs. - Consultative customer service skills: ability to analyze a customer’s situation and present a solution. - Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment. - Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat). - Must be authorized to work in the US without sponsorship. Together, we can offer endless possibilities! What is next for you?

Role Description As the primary point of contact for the client, the Account Manager is the consultative advisor to the client, responsible for implementing best practices, dedicated to continual program improvement. They manage customer service teams and are responsible for managing the day-to-day operations including planning, adherence to service delivery and quality. Key Responsibilities - Establish and maintain effective relationships with clients, gaining their trust and respect. - Provide consultative support to the client, including writing and documentation, opportunities to utilize technology and value-added initiatives. - Act as a strategic partner, research industry trends and identify implications that can impact the client. - Leverage internal resources to ensure a successful program (e.g., HR, Workforce Management, training, IT, etc.). - Ensure program objectives and service levels are met. - Deliver on account goals by executing daily, weekly and monthly targets. - Leverage CRM tools such as Emplifi, Salesforce, Zendesk, and AI technologies to deliver results. - Provide meaningful, actionable program-specific reporting and analysis using traditional and BI tools. - Identify and analyze client concerns; take or recommend appropriate action; formulate alternative solutions; and follow-up to ensure accuracy and resolutions. - Coach and motivate a team of consumer contact center representatives, supervisors, and other team members, working remotely. - Oversee customer service team to ensure program goals are met, including quality standards, data accuracy, training and service delivery. - Manage team performance by setting expectations, providing feedback, coaching, and delegating. - Hold regular meetings and calibration sessions with client to ensure transparency through proactive communications, and continual improvement of the consumer experience. Qualifications - Strong understanding of the contact center environment to enhance performance and achieve client and financial targets. - Outstanding presentation and writing skills for client meetings and demonstrated successful consultations with multiple levels of client's management team. - Manage clients and successfully support in its service levels and business goals. - Deliver on account goals by executing daily, weekly and monthly targets in support of operating objectives. - Experience utilizing telephony software, CRM systems software and reporting tools. - Advanced skills in Microsoft Office including Word, Excel, Outlook, PowerPoint. - Knowledge of AI capabilities in a contact center environment. - Demonstrated ability providing technical support and troubleshooting via multiple channels. - Management experience across multiple channels (e.g. calls, emails, chat, SMS, social media, e-commerce, ratings and reviews). - Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment. - Proactive communication, organization, and being a team player. - Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives. - Skilled trainer, coach, and team builder. - Knowledge of regulatory requirements for CPG products and crisis/recall management. Education/Experience - Bachelor's Degree preferred with 5-7 years' experience in the contact center industry (CPG/ Food accounts are a plus). - Demonstrated success in account management and call center/customer service management, preferably in the consumer-package goods or healthcare industries handling client relationships. Benefits - Competitive salaries and benefits including comprehensive medical, dental, vision, voluntary insurance plans, savings and retirement plans.

Description Be The Next Customer Care Specialist (Bilingual German/English) - Remote Premier NX is the expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies. As a Customer Care Specialist, you will contribute to Premier NX’s success by meeting our client’s service levels. Come join us! SUMMARY: We are seeking a detail-oriented and customer-focused Bilingual German/English Customer Care Specialist to support a well-known global brand in the baby carrier space. The Customer Care Specialist is responsible for responding to complex consumer inquiries via phone, email and live chat. The Specialist will assist German and English-speaking consumers with order inquiries, product information, shipping updates, refund processing and replacements accurately and efficiently. Hours of Operation: We provide support to our client from Monday through Friday with shifts between 7:00AM – 3:00PM EST or 8:00AM – 4:00PM EST. Specialists work remotely with equipment supplied provided the required minimum internet speed service is validated. Key points of the role: - Our contact center provides extraordinary service and the Representative must demonstrate a high level of sensitivity, empathy, and patience with each consumer. - We support a Remote Representative workforce by providing the equipment needed for the role (e.g. laptop and accessories). Candidates are required to meet specific employment conditions as outlined in our Telecommuting Policy, including having a private workspace and a minimum level internet service of 100 MBPS (megabits per second) download speed. - This is a high-volume call center position and as such, you will be assigned a shift time which serves as your regular work schedule. You must adhere to your assigned work schedule and complete each shift in its entirety. While this position is remote, it is not a flexible position where you can adjust your own schedule. - Candidates must be able to work with multiple systems and communication channels at the same time. Attention to detail is critical as many of our cases are not first contact resolution. All contact information and notes must be complete to allow another representative to move the case forward. - Consumer contact with our call center is regularly audited for Quality Assurance (QA), product knowledge and case coding. - We consider our representatives on this product a team working together to address the questions, concerns and issues - Our training process is intense and requires self-discipline. The first couple of days requires independent reading to understand the team setup and our client's website and pricing. After which, new representatives will participate in remote training on our systems, SOPs and product training. The more time you put into training the more successful you will be. KEY RESPONSIBILITIES: - Answer incoming phone calls, live chats, and respond to written communication. - Troubleshoot any issues related to the consumer product. - Assist consumers with order inquiries, product information, and shipping updates. - Process refunds and replacements accurately and efficiently, - Make recommendations based on consumer’s needs. - Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette. - Deliver a high-quality, empathetic customer experience across all channels. - Manage multiple systems and tasks simultaneously in a fast-paced environment. - Continually maintain working knowledge of all company products, services, and promotions. - Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards. Requirements QUALIFICATIONS: - Fluent in German and English (written and spoken). - Ability to multitask and navigate multiple systems efficiently. - Excellent verbal and written communication skills with attention to detail including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving. - Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations. - Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical. - Previous customer service experience preferred. EDUCATION and/or EXPERIENCE: - College degree preferred with minimum of 3 years customer service experience. - Strong computer experience working on multiple software programs. - Consultative customer service skills: ability to analyze a customer’s situation and present a solution. - Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment. - Excellent writing skills and experience with social media management and providing customer service online across multiple channels (e.g. email, social media & chat). - Must be authorized to work in the US without sponsorship. Together, we can offer endless possibilities! What is next for you?