Customer Service Specialist Jobs

Job Summary

PLEASE NOTE LOCAL CANDIDATES TO SOUTHERN CALIFORNIA ARE PREFERRED

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

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

Required

Knowledge, Skills and Abilities

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

Equipment Knowledge

• Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to type 40 WPM
• Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred

Experience Requirements

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

Education Requirements

High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.

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—$24 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 [email protected]. 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 30,000 products, from over 1,200 brands direct to our customers in 185+ 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

• Embrace Diversity & Inclusion
• Empower Our People
• Strive for Simplicity
• Be Entrepreneurial & Pivot Quickly

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.