Email & Chat Customer Experience Specialist

Mountain Rose Herbs, Inc.; Eugene (OR); On-site; USD 22,000 - 31,000; Full time

Job summary

Mountain Rose Herbs, Inc. in Eugene, Oregon, is seeking a Customer Experience Representative (CER) for Email & Chat.

This full-time role provides knowledgeable, solution-oriented written support to MRH customers, handling product questions, order processes, and service standards with accuracy and professionalism. Responsibilities include researching and resolving inquiries, documenting interactions, and coordinating with internal departments to ensure timely resolutions.

Qualifications

• 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.

Responsibilities

• Report to work on time, 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, 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 escal 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.

Skills

Customer service

Written communication

Problem solving

Multitasking

Attention to detail

Professionalism

Product knowledge

CRM systems

Ms Office

Tools

BatchMaster SAP1

BigCommerce

Zoho

Microsoft Office

Job description

Mountain Rose Herbs, Inc. in Eugene, Oregon, is seeking a Customer Experience Representative (CER) for Email & Chat.

This full-time role provides knowledgeable, solution-oriented written support to MRH customers, handling product questions, order processes, and service standards with accuracy and professionalism. Responsibilities include researching and resolving inquiries, documenting interactions, and coordinating with internal departments to ensure timely resolutions.