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Customer Experience Project Coordinator

United States of America - Irvine, California

Job Summary: 

This role is responsible for content design and implementation of iHerb’s Chatbot. This role will also assist in the project coordination of issue resolution. 

 

 

Job Expectations: 

  • Analyzes and coordinates customer solutions using iHerb's customer data.
  • Manages the content and tone of the chatbot
  • Regularly reviews NPS, customer contacts, RMAs, CSAT, and customer pain points for escalation and resolution.
  • Manages and grows iHerb’s customer order delay tool (external messaging) which helps notify customers about order delays and changes
  • Project manages and reduces customer experience (CX) issues related to order damages, refund policy, site bugs, product enhancements, promotional marketing improvements, and logistical delays.
  • Coordinates customer feedback for PXO, including surveys, interviews, and other methods.
  • Is accountable for the successful resolution of all customer-facing priority 1 issues, including outbound email communication.
  • Presents customer issues and feedback to the executive management team.



The duties and responsibilities described above may provide only a partial description of this position. This is not an exhaustive list of all aspects of the job. Other duties and responsibilities not outlined in this document may be added as necessary or desirable, with or without notice.



Knowledge, Skills and Abilities:

   Required:

  • Experience with an extremely fast paced environment and changing priorities, while maintaining attention to detail and a focus on automation.
  • 1-2 years of experience with working with a chatbot, including building customer flows and adding content. 
  • Experience in building or maintaining a customer self service page 
  • Understanding of iHerb’s customer channels, the internal structure of a customer support team and IT team. 
  • Excellent in written and verbal communication. Experience producing customer facing content is a plus. 
  • Experience in customer data analysis and/or Voice of Customer presentations. 
  • Knowledge of brand management and international customer service
  • Detailed and deadline oriented with excellent project management skills.
  • Bilingual is a major plus.

 

Equipment Knowledge: 

  • Knowledge of Microsoft Office: Word, Excel, and PowerPoint.
  • Zendesk reporting
  • Knowledge in excel and Google

 

Experience Requirements:

Generally requires a minimum of 1-2 years of experience in a project coordination role in an ecommerce environment.

 

Education Requirements: 

Bachelor’s Degree in Business, Marketing or related field preferred, or a combination of education and equivalent work experience.

 

#LI-LR1

The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work.  The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc.  iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.

Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year.  Eligibility requirements for these benefits will be controlled by applicable plan documents.

Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
 
For more information on iHerb benefits, visit us at iHerbBenefits.com.

Anticipated Pay Scale:

$22.28 - $35.44 USD

Staffing Agency Submission Notice
iHerb does not accept unsolicited 3rd party ("Agency") candidates. If you are an Agency, please send any requests to be considered as a supplier in our Vendor Management System to staffingvendors@iherb.com. Do not contact iHerb employees directly. If requested to work on a role, any Agency candidates would be presented through the internal recruiting organization.

About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.

We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands direct to our customers in 180+ countries.

Our vision is to become the #1 destination for health and wellness across the world.

With a passion for wellness and a mind for innovative solutions, iHerb team members share a vision for a healthier world that drives them each day. Our 5 Shared Values unite our global team:

Focus on the Customer · Empower Our People · Be Entrepreneurial & Pivot Quickly ·
Embrace Diversity & Inclusion · Strive for Simplicity

iHerb Benefits
At iHerb, we are dedicated to offering programs designed to help our employees and their families stay healthy, live well, and plan for their financial future. Built on a strong foundation, our programs provide options and upgrades with flexibility, protection, and security in mind. For the comprehensive benefits list, visit www.iHerbBenefits.com. For our international team members, you may be eligible for benefits depending on the country where you are employed. The Talent Acquisition Partner/local HR representative will go over the benefits you are eligible for. 

iHerb is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. iHerb provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment.

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