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Customer Service Representative (Remote)

Pure Encapsulations,LLC
Sudbury, MA
  • Posted: over a month ago
  • Full-Time
Job Description

Customer Service Representative - Atrium Innovations

About Atrium Innovations

Atrium Innovations is a recognized innovative leader in the development, manufacturing, and commercialization of science-based nutritional and supplement health products. The company’s mission is to be a global leader in vitamins, minerals and supplements, offering free-from science based nutritional solutions through healthcare professionals. Atrium Innovations Professional brands include Pure Encapsulations®, Douglas Laboratories®, Genestra BrandsTM, KLEAN Athlete®, PharmaxTM, and Wobenzym®.

Do you love talking to people and have excellent communications skills? Are you solution-oriented? Do you enjoy solving problems in a fast-paced environment? You may be a great fit for our amazing team!

We are looking for energetic, proactive, people-oriented individuals to join our Customer Service department! Please read on for more information about the role…

Description: The Customer Service Representative-Level I is responsible for handling all inbound calls from clients, and ensuring that consistent, exceptional Customer Service is provided to each client, on each call. This position reports to the Customer Service Manager.

*Work Hours: 10:30am – 7:00pm*

Main Responsibilities:

  • Handle all incoming Pure Encapsulations calls in a timely, efficient and professional manner
  • Process all Pure Encapsulations email and fax orders, as well as Douglas Labs orders received by email according with attention to accuracy and timeliness
  • Ensure call quality consistency with every customer contact
  • Manage all inquiries requiring investigation, trouble shooting, and problem solving efficiently and professionally, to provide resolution within 24 hours
  • Communicate all pertinent client and situation information to colleagues to ensure everyone has accurate and pertinent information pertaining to a particular client situation
  • Participate in all product training sessions
  • Proactively promote featured products and special promotions
  • Ensure cross-selling and up selling at every opportunity according to individual and team goals
  • Proactively identify areas for improvement in procedures and processes, and communicate these to the Manager
  • Provide assistance to team-mates and colleagues as required
  • Collaborate with the Inside Sales Team on all potential sales opportunities
  • Interact and communicate with all other departments to ensure all clients’ needs are not just met, but are exceeded
  • Conduct outbound calls as required to ensure effective communication with client regarding issues and inquiries, as well as backorder updates, promotions, and special projects
  • Ensure proper documentation is filled out for QC complaints and communicated to QC department for follow up

Performance Measures: Overall company Direct Sales goal, quarterly team goal, and individual call goals (i.e. performance percentage, forced releases, etc.)


  • College Degree is preferred.
  • 1 to 2 years Customer Service-related experience is required.
  • Positive and proactive personality is required
  • Working knowledge of Microsoft Office applications.
  • Strong verbal and written communication skills.
  • Detail oriented individual who will find their niche in a multi-tasking atmosphere.

Pure Encapsulations,LLC


Sudbury, MA
01776 USA



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