Customer Service Specialist

Job Summary: 

Under general supervision, the Customer Service Specialist (CSS) serves as the primary liaison for addressing company/customer inquiries, product-related questions, and order status. Upholding the highest standard of professionalism, the CSS is committed to nurturing customer loyalty by consistently delivering service that surpasses expectations.

Job Expectations: 

• Engage directly with customers through various communication channels such as email, chat, and social media.
• Collaborate with warehouse and logistics partners to resolve inquiries and manage exceptions.
• Provide prompt responses to all customer inquiries.
• Gather and assess relevant information to effectively address inquiries and manage complaints.
• Successfully resolve customer complaints while maintaining professionalism.
• Manage customer accounts, ensuring accurate documentation of interactions and actions taken.
• Facilitate effective communication and coordination among internal departments.
• Initiate follow-ups on customer interactions for enhanced service.
• Process Return Merchandise Authorizations (RMAs) as required.
• Escalate customer concerns for timely and satisfactory resolution.

Knowledge, Skills and Abilities:

   Required:

• Demonstrates a professional, positive, and customer-centric attitude.
• Strong interpersonal skills.
• Excellent verbal and written communication abilities.
• Effective listening skills.
• Proficient in problem analysis and innovative problem-solving.
• High level of attention to detail and accuracy.
• Familiarity with customer service principles and practices.
• Demonstrates adaptability and takes initiative.
• Maintains composure under stress.
• Willingness to work weekends when necessary.

Equipment Knowledge: 

• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
• Ability to type 40 WPM
• Zendesk
• Asana

Experience Requirements:

• Generally requires a minimum of two (2) years related experience, typically in a contact center environment.

The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.

Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.

For more information on iHerb benefits, visit us at iHerbBenefits.com.

Anticipated Pay Scale:

$22.28—$25.32 USD

Staffing Agency Submission Notice

iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb

iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·

Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits

At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.