Note: The job is a remote job and is open to candidates in USA. Gaia Herbs is seeking a Customer Service Representative to provide professional support to customers and consumers. The role handles order and credit entry, product inquiries, complaint resolution, returns and replacements, promotions, and sales upselling while coordinating with internal teams to ensure accurate and timely processing.
Responsibilities
- Represents the company in an efficient, professional, compliant and courteous manner in all interaction with customers and consumers
- Enters orders and credit requests sourced from telephone calls, fax, email, or mail into the appropriate database
- Establishes and maintains accurate records of non-order related customer communication
- Successfully meets individual performance KPI’s every month, as established by Customer Service Manager. These include order and credit entry accuracy metrics and phone call scorecards
- Determines policy-based resolutions to customer complaints or concerns, taking corrective action and monitoring results
- Uses product information resources to answer customer and consumer product questions within policy guidelines; follows protocol for appropriate referral to the Product Specialist
- Discusses scheduled promotions with reps and customers, and introduces them to customers as directed
- Coordinates with the Returns & Credits Administrator, Pricing/Promotions Administrator, and accounting personnel to ensure credits, orders and promotions are processed in a timely and accurate manner
- Participates in the identification of preventable error trends, assists in the development of preventative plans, and monitors the resolution results
- Conducts product upselling
- Researches and processes all requests for credit, product returns and replacement product
- Provides answers for sales representatives, customer service and customer inquiries pertaining to credits
- Participates in issue root-cause analysis, assists in developing preventative plans, and monitors resolution results
- Processes, emails, faxes and/or mails credit notes
- Researches and processes all requests for credit, product returns and replacement product, while enforcing current returns and credits policies
Skills
- High school diploma or equivalent
- At least three years of experience in Customer Service, preferably in an office environment
- Basic understanding of sales concepts
- General understanding of data processing systems
- Excellent telephone etiquette, with the ability to answer customer questions and resolve problems in a calm, efficient and effective manner
- Strong computer and data entry skills, with proficiency in Microsoft Outlook, Excel, and Word
- Ability to type at least 40 wpm
- Excellent interpersonal skills, with the ability to remain calm when speaking with an angry customer
- While performing the duties of this job, the employee is regularly required to talk and hear; sit, stand and walk; type, use hands to finger, handle, and reach with hands and arms. Specific vision abilities required by this job include the ability to be able to view a computer screen
- Preference given to candidates with a college education
Benefits
- Full-time employment
- Remote home office environment
Company Overview