Job Title: Customer Service Coordinator
Department: Customer Service
Reports To: Senior Manager of Sales Operations
Location: Herb Pharm, 5448 Bierson Way, Central Point, OR, 97502
Job Type: Full-Time.
Hours: 90-Day Training Schedule: M-F, 7:30 am – 4:00 pm.
Post Training Schedule: M-F 8:00 am – 4:30 pm, 2 Days Remote
FLSA Status: Non-Exempt
Pay: $20.00/hr.
About Herb Pharm
At Herb Pharm, we inspire trust in plants and respect for nature while balancing purpose with profit. Located in beautiful Williams, Oregon, we’ve been the nation’s leading liquid herbal supplement company for over 45 years. Our diverse organic farm and production facility works with 250+ plants to create over 500 liquid herbal extracts, distributed to grocery, natural food, and specialty stores nationwide. We’re committed to treating our employees with respect and gratitude, join us and be part of our mission!
Job Summary
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!
Key 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.
Qualifications & Skills
-
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
Education and Experience:
- High school diploma or equivalent
-
1 year of related experience/training or 6 months or more of call center experience is required.
Working Conditions
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. 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. Lastly, effective communication and collaboration skills are crucial, as candidates must listen, respond thoughtfully, and maintain professionalism in diverse situations.
Pre-Employment Requirements: 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.
Our generous benefits package includes a complete range of quality 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
At Herb Pharm, we are committed to building a workplace that reflects the diverse communities we serve and embodies the eco-friendly values we stand for. As a B-Corp and Regenerative Organic Certified company, we believe that sustainability and equity go hand in hand. We are dedicated to fostering a culture of inclusion where every individual—regardless of race, ethnicity, gender, sexual orientation, religion, disability, or background—feels empowered to contribute, grow, and thrive.
We know that diversity drives discovery, innovation, and resilience, and we are committed to creating equitable opportunities for all employees. By embracing different perspectives and experiences, we not only strengthen our organization but also help nurture a more just, healthy, and sustainable society.
If you’re passionate about making a positive impact on the world and working in an environment that values social and environmental stewardship, we encourage you to apply. Together, we can create a future where businesses and communities thrive in harmony with the planet.
Herb Pharm is an equal-opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are dedicated to fostering a workplace where everyone feels valued and empowered to contribute to our success.
Herb Pharm is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA). We provide reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities. If you require assistance or accommodation during the application or hiring process, please contact [email protected]
At-Will Employment: Herb Pharm is an ‘At-Will’ employer. Nothing in this job description should be interpreted as an employment contract. Job responsibilities and tasks may be modified from time to time based on the company's needs.
Qualifications & Skills
-
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
Education and Experience:
- High school diploma or equivalent
-
1 year of related experience/training or 6 months or more of call center experience is required.
