Herbal Customer Experience Specialist

Mountain Rose Herbs, Inc.; Northern (KY); Hybrid; USD 30,000 - 37,000; Full time

Job summary

Mountain Rose Herbs, Inc. is seeking a Customer Experience Representative (CER) for Email & Chat to provide knowledgeable, solution-oriented written support to MRH customers.

This full-time role handles product, policy, and order questions with precision and professionalism. The position requires excellent written communication, strong judgment, and the ability to manage multiple priorities under deadlines.

Qualifications

• 2-3 years of customer service or related experience preferred.
• Exceptional customer service skills with the ability to manage complex inquiries and escalations.
• Strong written and verbal communication skills with professional articulation.
• Strong problem-solving, analytical and troubleshooting abilities within policy constraints.
• Ability to manage multiple priorities in a fast-paced environment.
• Professionalism, adaptability, and follow-through under changing needs.
• Ability to learn product information, policies, and procedures quickly.
• Proficiency with Microsoft Office and CRM/order systems.

Responsibilities

• Answer product and policy questions via email and live chat.
• Research and resolve customer concerns with accuracy and timeliness.
• Document interactions and coordinate with internal departments for timely resolutions.
• Travel to MRH locations or sponsored events 2-3 times per year.
• Ensure high-quality customer experiences and maintain service standards.
• Route inquiries to Claims, Returns, Wholesale, Marketing, and QA as needed.
• Maintain knowledge of MRH website, resources, and CER procedures.

Skills

Customer service

Written communication

Problem solving

Multitasking

CRM systems

Microsoft Office

Product knowledge

Herbal products interest

Tools

BatchMaster SAP1

BigCommerce

Zoho

Microsoft Office

Job description

Mountain Rose Herbs, Inc. is seeking a Customer Experience Representative (CER) for Email & Chat to provide knowledgeable, solution-oriented written support to MRH customers.

This full-time role handles product, policy, and order questions with precision and professionalism. The position requires excellent written communication, strong judgment, and the ability to manage multiple priorities under deadlines.