Compliance Requirement: This position must always follow Regulatory guidelines, Oregon Tilth policies, Safety procedures, and GMP regulations as well as uphold Sustainability directives.
General Description:
The Customer Experience Representative (CER) Email & Chat is a full-time, fast-paced position providing knowledgeable, solution-oriented written support to Mountain Rose Herbs (MRH) customers through email and live chat. This role serves as a trusted resource on MRH products, policies, order processes, and customer service standards while resolving inquiries with professionalism, accuracy, and follow-through.
This position requires excellent written communication, strong judgment, efficiency, attention to detail, and the ability to manage competing priorities under strict deadlines. Responsibilities include answering product and policy questions, researching and resolving customer concerns, documenting interactions, and coordinating with internal departments to ensure timely and appropriate resolutions. Travel to other MRH locations or sponsored events 2-3 times per year may be required.
The starting wage for this position is $19.00/hr.
The set schedule for this position is Thursday through Monday 7:30am- 4:00pm
The training schedule for this position is Monday through Friday 7:30am- 4:00pm
No Remote positions available at this time.
Required skills and abilities:
- 2-3 years of customer service, client support, or related experience preferred.
- Exceptional customer service skills with the ability to manage complex inquiries, challenging customer interactions, and possible escalations.
- Strong written and verbal communication skills, exemplified through professional, clear, and accurate articulation.
- Strong problem-solving, analytical, troubleshooting, and decision-making skills, with the ability to exercise sound judgment within established policies.
- Ability to perform accurate, detail-oriented work while managing multiple priorities in a fast-paced environment.
- Demonstrated professionalism, resilience, adaptability, and follow-through when responding to changing customer and business needs.
- Ability to quickly learn, retain, and apply product, policy, and procedural information.
- Proficiency with Microsoft Office and the ability to learn and navigate multiple business systems, including CRM, order management, and ticketing platforms.
- Possesses a basic interest in herbal and natural products and demonstrates strong ability to learn and retain product information.
After initial training period: Customer Experience Phone Representatives must demonstrate a working knowledge and comprehension in the following areas:
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Report to work on time consistently, follow instructions, and respond appropriately to management feedback.
- Continue to develop skills, gain additional knowledge, and solicit feedback to improve performance.
- Follow MRH procedures and protocols, including policies established for the Customer Service department.
- Demonstrate strong familiarity with the MRH website, customer service resources, printed materials, CER Manual, and information provided during initial and ongoing training.
- Serve as a trusted resource for product and policy-related inquiries. Interpret and communicate detailed product information, policies, shipping options, discounts, and order requirements.
- Handle daily workflow of written customer inquiries proficiently and efficiently; this includes email, live chat, follow-ups, and related documentation.
- Investigate and resolve multifaceted customer concerns while balancing customer satisfaction with company policies and operational requirements.
- Create original, accurate responses to customer inquiries that align with company policies, procedures, and communication standards.
- Use databases, business systems, and communication tools effectively, including BatchMaster SAP1, BigCommerce, Zoho, Microsoft Office applications, and other business related platforms.
- Manage and escalate customer issues through resolution, including accurate documentation, timely communication, follow-through, and identification of recurring, sensitive, or after-hours concerns.
- Collaborate with and route inquiries to appropriate departments, including Claims & Returns, Wholesale, Marketing, and Quality Control, to obtain information, resolve customer concerns, and support customer advocacy.
- Perform side tasks correctly and efficiently as needed.
- Learn new procedures, equipment, technologies, systems, and product lines as needed.
- Perform other duties as assigned.
Physical Requirements:
Must be able to sit for periods of time while on the phone and/or performing data entry duties, including typing and using a mouse.
Must be able to perform routine office tasks that may include standing, bending, and/or stooping.
Continual physical requirements include sitting or standing to perform standard office job duties.
