Job Summary:

This role is responsible for improving our current product to reduce customer friction and increasing the effectiveness of the in-country teams to provide excellent support to our customers.

Job Expectations:

• Specialist is skilled at everything from understanding project requirements, process improvement implementation and CRM data analysis for new tools, procedures and initiatives
• Work with CX leadership on optimizing reporting, tools and determine best practices or opportunities for improvement
• Analyze effectiveness of current strategies; identify opportunities for improvement
• Report regularly on KPIs at all levels within iHerb for transparency and data informed decision making
• Source, chart and analyze data to support iHerb goals
• Initial research of customer data and define the root cause of issues, and friction points.
• Design and manage regular metrics reporting for customer experience
• Maintain accurate documentation for all tools
• Management of App Data and survey data

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:      

• Understanding of iHerb’s customer channels, the internal structure of a customer support team and IT team.
• Knowledge of iherb’s customer systems and reporting
• 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.

Judgment/Reasoning Ability:  Able to identify, troubleshoot and resolve problems quickly using sound judgment, poise and diplomacy.  Ability to use judgment and reasoning skills, and determine when to escalate issues, as required, in a timely manner.

Physical Demands:  The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job.  While performing the duties of this job, the Team Member is regularly required to talk and hear. The Team Member is frequently required to sit, walk, climb stairs, use hands and fingers, bend, stoop and reach with hands and arms.  Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the work day.  The Team Member may occasionally lift or move office products and supplies up to 25 pounds.  Proper lifting techniques required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:  The noise in the work environment is usually moderate.  Other factors are:

• Hectic, fast-paced with multi-level distractions
• Professional, yet casual work environment
• Office environment
• Ability to work extended hours as required

Job Description Acknowledgement:

I have received a copy of my job description for my current position. The job description describes duties and responsibilities which apply to me.  I agree to read the job description and understand it may be amended as company conditions or requirements necessitate.  In that case, changes will be communicated to me.

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