Customer Service Coordinator 1

Herb Pharm

We inspire a trust in plants and respect for nature. We balance purpose with profit, treating our employees with respect and gratitude.

Located in beautiful Williams, Oregon, Herb Pharm is the nation’s leading liquid herbal supplement company. Comprised of a diverse organic farm and production facility, we work with more than 250 plants and distribute over 200 liquid herbal extracts to grocery, natural food, and specialty stores nationwide and have been for over 40 years!

We are looking for dedicated professionals to grow with our Customer Service team. Read on to find out more below:

Position: Customer Service Coordinator

Department: Customer Service

Hours: Monday-Friday, Office Hours of 7:00 am-4:30 pm

Pay: $17.00 per hour.

Location: 5428 Bierson Way, Central Point, OR, 97502

Summary: This position is responsible for supporting the company’s sales activities and providing a positive customer service experience while taking and entering accurate orders, responding to product inquiries, and resolving customer issues resulting from business operations. The following duties are performed in a courteous manner thereby contributing to the overall successful operation and growth of the organization.

Essential Duties and Responsibilities can include the following, other duties may be assigned:

• 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 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.

Our generous benefits package includes a complete range of quality health benefits:

• Comprehensive group medical, dental and vision coverage for employees and dependents
• Coverage includes a variety of alternative health care options
• Prescription drug coverage with a mail order program
• Generous employee purchase discounts on our herbal products
• Employee assistance program
• Green Commuter Initiative to encourage carpooling, walking and biking to work
• Life, accident and disability insurance
• Paid vacation and personal time off
• Short term disability plan
• 401(k) retirement plan with generous company matching and profit-sharing features

Education/Experience:

• High school diploma or GED
• 1+ year of related experience and/or training.
• 6 months or more of call center experience required.

Qualifications & 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 judgement and work in a fast-paced environment.

Language Skills: Ability to read and interpret documents such as business and industry journals, company procedures manuals, safety rules and computer operating manuals. Ability to compile, analyze and write routine reports and correspondence. Ability to speak effectively before small groups of customers or employees of an organization.

Mathematical Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, area, circumference, volume and percentages. Ability to apply concepts of basic algebra and geometry.

Reasoning Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Interpersonal Skills: Ability to quickly organize and communicate thoughts and to understand communication from others. Ability to maintain composure, listen and respond appropriately.

At-Will Employment: Herb Pharm is an ‘At-Will’ employer. Nothing in this job description should be interpreted as an employment contract.