Customer Experience Project Coordinator

Job Summary: 

This role is responsible for content design and implementation of iHerb’s Chatbot. This role will also assist in the project coordination of issue resolution. 

 

 

Job Expectations: 

• Analyzes and coordinates customer solutions using iHerb's customer data.
• Manages the content and tone of the chatbot
• Regularly reviews NPS, customer contacts, RMAs, CSAT, and customer pain points for escalation and resolution.
• Manages and grows iHerb’s customer order delay tool (external messaging) which helps notify customers about order delays and changes
• Project manages and reduces customer experience (CX) issues related to order damages, refund policy, site bugs, product enhancements, promotional marketing improvements, and logistical delays.
• Coordinates customer feedback for PXO, including surveys, interviews, and other methods.
• Is accountable for the successful resolution of all customer-facing priority 1 issues, including outbound email communication.
• Presents customer issues and feedback to the executive management team.

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:

• Experience with an extremely fast paced environment and changing priorities, while maintaining attention to detail and a focus on automation.
• 1-2 years of experience with working with a chatbot, including building customer flows and adding content. 
• Experience in building or maintaining a customer self service page 
• Understanding of iHerb’s customer channels, the internal structure of a customer support team and IT team. 
• Excellent in written and verbal communication. Experience producing customer facing content is a plus. 
• Experience in customer data analysis and/or Voice of Customer presentations. 
• Knowledge of brand management and international customer service
• Detailed and deadline oriented with excellent project management skills.
• Bilingual is a major plus.

 

Equipment Knowledge: 

• Knowledge of Microsoft Office: Word, Excel, and PowerPoint.
• Zendesk reporting
• Knowledge in excel and Google

 

Experience Requirements:

Generally requires a minimum of 1-2 years of experience in a project coordination role in an ecommerce environment.

 

Education Requirements: 

Bachelor’s Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience.

 

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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—$35.44 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<