Ecommerce Support Specialist

Short Intro and About the Job

Job Summary

eCommerce Support Specialists help consumers with eCommerce related questions and product information. They quickly identify issues and determine the best route to resolution. They support consumers through various channels including phone, email (webform), and live chat during established support hours, and provide input for Help Center articles that will help deflect questions where possible.

Key Responsibilities

As a key member of our team, you will play an important role in driving our mission forward. The following responsibilities outline the core expectations and contributions for this position:

• Effectively interact with customers via phone, webform, or chat to provide clear, accurate information in an empathetic manner.
• Listens well and demonstrates patience and understanding in customer interactions and with their teams, and in meetings.
• Adapts to changing workflow processes, accommodate shifting urgencies, manage multiple priorities & goals depending on levels of urgency, and meet deadlines through efficient time management.
• Meets or exceeds performance expectations including Customer Satisfaction scores, quality scores, and customer resolution time.
• Effectively uses Customer Care technology platforms to assist customers and capture relevant data that will enhance the customer’s experience.
• Uses proper communication procedures, guidelines, and policies.
• Looks for and contributes ideas to improving the team and customer experience.

Physical Demands & Work Environment

• Effectively handle lifting of various objects weighing up to 12 pounds. 
• While performing the essential functions of the job, the employee will be required to bend, stoop, kneel, reach, and climb stairs. 

• This role is primarily performed in a remote office setting and requires the ability to remain in a stationary position (e.g., seated or standing) for extended periods.
• The employee may be required to travel to Danone corporate offices as needed.

The salary range for this position is $44,000-63,000K USD. The exact salary offered will depend on several factors, including the candidate’s relevant experience, geographic location, internal equity, and market conditions. Danone USA additionally offers a performance-based bonus and has a strong benefits package including Medical, Dental, Vision, Prescription Drug Coverage, 401k Plan, Wellness Program, Life Insurance, Tuition Reimbursement, Flexible Time Off, and Paid Parental Bonding Leave, among other benefit plan options. To give our employees flexibility, Danone is a hybrid work environment.

About You

The ideal candidate will bring a combination of education, experience, and skills that enable them to excel in this position. The following qualifications outline what we’re looking for, including both required and preferred criteria:

Education & Experience:

• Bachelor’s Degree in English, Spanish, French, Communication Studies, Humanities, or possess equivalent experience.
• Has direct experience with customers in a service-related role.
• Must work during core business hours including the flexibility to work varied shifts and holidays as needed.
• Have a quiet and private place in your home where you can work without background noise.
• Experience in a support role, navigating between calls, emails, and Live Chat,
• Experience using a CRM system to manage consumer profiles, data, and support requests.

Knowledge, Skills & Abilities:

• Experience interacting directly with consumers within a service industry and can effectively manage difficult interactions.
• A collaborative team player who brings positive and productive energy to the workplace.
• Organized self-motivator able to manage personal workload, coordinate effectively with the team, and thoroughly complete assigned tasks to ensure every loop is closed.
• Proactively works to minimize mistakes and pays close attention to detail.
• Demonstrates flexibility with scheduling and adapts to changing business needs, staying focused during peak volume while handling tasks simultaneously.
• Has high emotional intelligence and is a collaborative team-player.
• Effectively de-escalate situations in which consumers become upset.
• Leverage training and knowledge library to ensure the correct and most up-to-date information is provided to consumers.

About Us, We offer and What's next

Danone North America Medical Nutrition brings together a growing portfolio of mission-driven brands, including Kate Farms, Nutricia, Neocate, Pepticate, Functional Formularies, and Real Food Blends. Together, we deliver science-backed nutrition solutions for infants, children, and adults with complex nutritional needs, whether they consume nutrition orally or through a feeding tube.

Our ambition is clear: to improve health outcomes, expand access to high-quality nutrition, help reduce healthcare costs, and build sustainable growth. We combine trusted, consumer-loved brands with strong scientific and medical expertise to create nutrition solutions that make a meaningful difference in people’s lives.

By joining our approximately 450-person North America Medical Nutrition organization, you will become part of Danone’s broader North American and global network. You will have the opportunity to contribute to a growing business, collaborate across brands and functions, and help shape the future of medical nutrition in the US.

You will also join one of the world’s largest Certified B Corporations, working for a company committed to creating lasting value for people and the planet.

Danone North America is proud to be an Equal Opportunity employer. It is our policy to give equal employment opportunities to all qualified persons without regard to legally protected characteristics, or any other consideration made unlawful by applicable federal, state/provincial and/or local law. For our EEO policy statement and your EEO rights under law click here.