Job Summary:
The Customer Service Supervisor is responsible for the day-to-day operations of the customer service department, ensuring efficient handling of inquiries and maintaining high service standards. You will lead team development, monitor performance, and implement process improvements to optimize productivity and customer satisfaction.
Job Expectations:
- Oversee daily operations to ensure timely and effective handling of customer inquiries across all channels.
- Recruit, onboard, and train talented Customer Service Representatives (CSRs) and administrative staff.
- Provide ongoing coaching, mentoring, and performance feedback to maximize team performance and growth.
- Monitor staff attendance and implement progressive discipline policies
- Monitor and analyze customer interactions to identify trends, address pain points, and improve service delivery.
- Proactively identify and recommend process improvements to enhance efficiency and customer satisfaction.
- Mentor new and current employees – monitor quality and productivity
- Provide regular reports on team performance, customer feedback, and service trends.
- Create and refine scripted responses (macros) to ensure consistent and accurate communication.
- Ensure compliance with CS policies and procedures
- Monitor and report on key performance indicators (KPIs) to track team performance and identify areas for improvement.
- Collaborate with senior management to identify and address customer service challenges and opportunities.
Knowledge, Skills and Abilities:
Required:
- A professional, positive, and enthusiastic attitude – customer centric
- Excellent verbal and written communication skills
- Ability to delegate recurring tasks/reports to subordinate staff
- Strong interpersonal skills
- Effective training skills
- Ability to foster a team environment
- Self-motivated and displays results oriented attitude
- Analytical and account management skills
- Time management and organizational skills
Equipment Knowledge:
- Proficiency in Google Business Suite (Gmail, Drive, Docs, Sheets, Forms)
- Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint) preferred
- ZenDesk experience preferred
Experience Requirements:
Generally requires a minimum of four (4) years related experience, typically in a contact center environment.
Education Requirements:
Bachelor’s Degree in Business or related field preferred, or a combination of education and equivalent work experience.
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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:
$54,063—$105,318 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 [email protected]. 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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iHerb Irvine, California, USA Office
17400 Laguna Canyon Rd., Irvine, CA, United States, 92618
iHerb Pasadena, California, USA Office
301 N Lake Ave., Pasadena, CA, United States, 91101
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