Job Description
Job DescriptionSalary: 18
Competitive Benefits Fitness Center Reimbursement Product Discounts
Who We Are:
Swanson Health Products has been committed to bringing wellness to the world for over 50 years. As a leader in the vitamins, supplements, and natural wellness industry, we focus on delivering science-backed, high-quality products that support healthier lives. We are a digitally driven organization investing in innovation, customer experience, and data-informed growth.
About the Role:
The primary function of this in-house position is to process customer orders and inquiries, assist other Customer Support agents with their workflowall while delivering exceptional customer service in a timely and professional manner.
Hours:
Part-time - 7:00AM to 1:00PM
Monday - Friday
What You'll Do:
- Respond to customer inquiries regarding products, services, order status, product concerns, and quality-related matters via phone, email, and written correspondence, ensuring clear and professional communication.
- Review and prioritize all open order status issues, ensuring timely processing and shipment. Maintain and manage open orders across departments, addressing delays and identifying process improvements where needed.
- Process or assist with mail/fax orders, including opening, stamping, batching, and processing all forms of payment such as checks, credit cards, cash, and money orders.
- Monitor backorder and discontinued product statuses. Partner with the appropriate teams to ensure impacted orders are handled and updated in a timely manner.
- Monitor and follow up on domestic claims and shipping exceptions with carriers and customers.
- Process credit card and check refunds promptly and accurately.
- Provide outbound communication to customers regarding order processing updates, shipping timelines, and resolution of concerns.
- Maintain updated knowledge of products, policies, procedures, and current industry standards to support exceptional service delivery.
- Demonstrate consistent, reliable attendance and be available for required overtime based on business needs.
- Maintain a positive, professional working relationship with peers, leadership, and support teams, fostering a collaborative and customer-focused environment.
- Represent SHP in a professional and respectful manner in all interactions with customers and the community.
Competencies Required:
- Ability to understand, read, and speak English proficiently.
- Excellent communication and customer service skills.
- Proficient computer skills, including knowledge of applicable software, internet use, and email communication best practices.
- Ability to make quick, accurate, and appropriate decisions in a fast-paced environment.
- Demonstrated reliability through prompt and consistent attendance.
- Maintain standard for orders keyed per hour with less than a 1% error rate.
- Strong understanding of online communication concepts, practices, and procedures.
- Commitment to ongoing learning with the ability to develop and retain product knowledge.
Education & Experience:
High School Diploma or GED equivalent. One year of customer care experience preferred. Or; an equivalent combination of education and experience sufficient to successfully perform the essential responsibilities and duties of the job as listed above.