Product Intelligence Support Representative at SPINS LLC

| Chicago
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Who We are

For 20+ years, our mission has been to increase the presence and accessibility of natural and organic products to encourage healthier and more vibrant living. By leveraging SPINS’ industry-leading proprietary data and analytics, our technology enables deeper, more engaged relationships between Retailers, Brands and Consumers through our platform, web, and mobile products. At the core of our work lies a passion to create a culture of sustainable health & wellness.

The Opportunity

The Product Intelligence (PI) Support  Representative assists customers with attribute-related inquiries and concerns in order for clients to gain maximum value from SPINS solutions. This role is responsible for triaging, investigating and resolving customer issues, principally managed through our JIRA ticketing system. The PI Support Representative works cross-functionally to address and resolve customer complaints, providing basic attribute training and connecting customers with the appropriate resources to make maximum use of PI’s attribute portfolio.

This client-facing role requires excellent communication and natural curiosity, including the ability to actively listen, communicate effectively, and succinctly summarize complex business functions. Ability to work in a fast-paced client-driven environment will be critical for success. This PI Support Representative reports to the PI Support Manager.

What you will do

  •  Operate as the point of contact (or primary interface) for any day-to-day customer complaints and concerns
  • Maintain a high sense of urgency in handling and addressing incoming and outgoing customer tickets and communications
  • Manage challenging customer service situations while maintaining a positive, empathetic, and consultative approach
  • Log and track customer interactions and data complaints all the way through resolution through the use of JIRA management workflow
  • Ability to triage and resolve data attribute issues by leveraging Product Intelligence and SPINS data knowledge, leveraging simple coding language as needed
  • Support and participate in development of attribute, UPC, and other Product Intelligence SOPs and processes
  • Contribute to training and educational materials for the use and understanding of Product Intelligence attribute offering and overall SPINS data ecosystem
  • Develop trusted relationships with key stakeholders, commercial team members and business sponsors to drive Product Intelligence attribute projects, ensuring needs are met and deadlines are observed
  • Support the Marketing, Commercial, and Product Intelligence teams through subject matter expertise of the Product Intelligence portfolio and by offering additional support
  • Occasionally participate in communications with audiences directly through articles, webinars, and customer engagements
  • Explore, participate in, and support ad hoc data and other business initiatives as needed, performing product, data, and root cause analysis outside of standard framework
  • Generate and communicate status on assigned tasks and projects
  • Handle competing priorities and heavy project workloads; manage difficult feedback
What you bring

 Required Experience

  •  Bachelor’s Degree, preferably in communications, business, or a science-related field
  • Ability to work independently as well as part of a cross-functional team
  • Self-motivated; ability to work effectively in a fast-paced environment under pressure, adhering to deadlines
  • Must be able to draw conclusions from raw data and summarize results quickly and efficiently
  • Strong interpersonal, oral, written, analytical, and project management skills Customer-centric approach; proven track record of problem solving Adept at learning new technologies and business functions, working proactively to problem solve and take initiative Advanced MS Office Skills (Word, Excel, Powerpoint)

 We are more impressed if you have

  •  1-2 years’ experience in related field
  • Exposure to retail or consumer packaged goods data
  • Experience in data management or data operations
  • Experience with or knowledge of client success and support principles
  • Conflict management skills and ability to influence, create and maintain credibility and positive

What SPINS Offers

When we began working remotely a year ago due to COVID, we committed to keeping our healthy and active SPINS culture. This remained a high priority for us as we grew our employee population by nearly 20% while we worked remotely. We listen to employee feedback as we plan when and how we will return to the office in the future. For now, we can’t have some of our favorite in-office perks (plenty of snacks, onsite gym, and bike storage), we’ve continued to find ways to stay true to SPINS:

  • Virtual yoga, HIIT, and Kinstretch classes each week
  • Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
  • Stay connected with other SPINS employees for a weekly PELOTON ride together
  • CEO Connect, a monthly informal small group Q&A session with our top leader  

The SPINS Way

  • Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
  • Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
  • Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
  • Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • HiveDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen

Location

We are just steps from the Merchandise Mart, located in the bustling River North neighborhood of Chicago.

An Insider's view of SPINS LLC

What’s the vibe like in the office?

The beauty of our mission lies in the fact that we're impacting all consumers to live healthier and more vibrant lives, and this transcends to our own team members within the office. With our mission in mind, we cultivate an office environment and culture where we support team members to live their best lives.

Rosemary

Chief People Officer

How do you collaborate with other teams in the company?

Knowing motives, responsibilities and objectives is key in building functional cross collaboration. If you take ownership of this and do your own research (look up their org chart, LinkedIn profiles, read through work produced) in conjunction with asking questions this goes a long way to mutual understanding.

Jess

VP, Customer Success

How has your career grown since starting at the company?

Over the years, I've worked for both corporate and not for profit organizations and SPINS feels the most nurturing and organic. Individuals and teams are empowered to define a path to success. If you are curious and passionate, you can forge multi-disciplinary partnerships & make a difference beyond the boundaries of your specific department/role.

Andrea

Senior Product Owner

How do you empower your team to be more creative?

We have a unique culture where our decision making is not encumbered by heavy processes like those at multi-billion dollar companies and at the same time, in the last few years, our leadership team has added structure that adds rigor to our operations and product development.

Dimple

SVP, Product & Designs

What are SPINS LLC Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Salt and Light Coalition is a grassroots movement mobilizing individuals and organizations to empower survivors of trafficking to live meaningful and purposeful lives. - https://saltandlightcoalition.
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Paid Maternity & Paternity Leave: SPINS provides six weeks of paid maternity leave (or more broadly speaking, primary caregiver leave), and six weeks of paid paternity leave (or secondary caregiver leave).

Flexible Schedule: Our teams offer flexible options to serve business goals and accommodate personal needs.

Full access to SPINS’ comprehensive wellness program "Vibrancy 360" which includes: chef led cooking demonstrations, yoga, natural/organic fare in kitchens, office gym with personal training sessions, running club, volunteer opportunities, massages, meditation, in-office happy hours

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