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.

 

The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job.  Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.

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.

 

Education Requirements: 

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

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