Customer Service Coordinator

HERB PHARM LLC • Medford, OR

107d • Hybrid

About The Position

Are you passionate about delivering exceptional customer service and supporting sales teams? We’re looking for a dynamic individual to join our team in a key role that will help drive success and growth at Herb Pharm, LLC! As a vital part of our team, you’ll be responsible for ensuring a seamless experience for our customers by accurately processing orders, answering product inquiries, and resolving any issues with professionalism and efficiency. Your contributions will directly impact the success of our sales operations and the overall growth of the company. If you're excited about making a difference and thrive in a fast-paced, customer-focused environment, we want to hear from you!

Requirements

• Maintains and develops professional and technical knowledge, by attending educational workshops, reading industry professional publications, establishing personal networks and keeping abreast of relevant sales techniques.
• Recommends new products or service opportunities to management based on customer inquiries.
• Communicates appropriate feedback received from the field to management.
• Attends occasional special events, i.e., trade shows, retailer retreats and herbal conferences to build relationships and strengthen herbal knowledge.
• Ability to exercise judgment and work in a fast-paced environment.
• Proven ability to efficiently navigate and manage multiple software programs at once.
• Proficiency in Office 365
• High school diploma or equivalent
• 1 year of related experience/training or 6 months or more of call center experience is required.
• Basic mathematical skills are required, including the ability to perform calculations like percentages and proportions for problem-solving and production tasks.
• Candidates should be able to read and interpret company procedures, safety rules, and operational manuals, with support available for diverse communication needs.
• Strong critical thinking and reasoning skills are essential for navigating non-standard situations, along with the ability to interpret various types of instructions.
• Effective communication and collaboration skills are crucial, as candidates must listen, respond thoughtfully, and maintain professionalism in diverse situations.
• A typing assessment to evaluate both speed and accuracy, along with a background check and drug screening, will be conducted as part of the hiring process.

Nice To Haves

• The ideal candidate should possess an aptitude for quickly learning new computer software and be prepared for the physical demands of the role, including sitting for extended periods and lifting up to 49 lbs.

Responsibilities

• Responsible for answering all inbound phone calls courteously and efficiently.
• Ensures that all customer inquiries are answered promptly, professionally and to the customer’s satisfaction while following established policies and procedures.
• Ensures that proper procedures are followed for order processing, returns, credits and discounts.
• Ensures smooth and expedient handling of customer service complaints by serving as a professional point of contact.
• Resolve problems in a business-like manner, documenting incidents as required, initiating a customer complaint record and forwarding complainant, complaint or both to the appropriate company personnel for handling.
• Requests assistance from the Customer Service Lead and/or Customer Service Manager, as needed.
• Ensures efficient department operation by participating in all team meetings, willingly assisting co-workers to balance workload, bringing opportunities for improvement to the attention of the Customer Service Manager and performing other administrative tasks, as assigned.

Benefits

• Comprehensive group medical, dental, and vision coverage for employees and dependents
• Coverage includes a variety of alternative healthcare options
• Prescription drug coverage with a mail-order program
• Generous employee purchase discounts on our herbal products
• Employee-free product program
• Employee assistance program
• Green Commuter Initiative to encourage carpooling, walking, and biking to work
• Life, accident, and disability insurance
• 80 hours of accrued Paid Time Off
• 40 hours of accrued Paid Sick Time
• Eight paid National Holidays and one floating holiday
• Paid Jury Duty and Bereavement Leave
• Short-term disability plan
• 401(k) retirement plan with company matching and profit-sharing features

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED