Customer Service Coordinator

Job Title: Customer Service Coordinator
Department: Shipping
Reports To: Customer Support Supervisor
Location: Pacific Botanicals Site, 4840 Fish Hatchery Rd, Grants Pass, OR, 97527
Job Type: Full-Time
Hours: Monday – Friday, 8:00 AM – 4:30 PM
FLSA Status: Non-Exempt

Pay: $16.50/ Hour
Date Posted: 1/31/2025
Application Deadline: 2/14/2025

About Herb Pharm

Pacific Botanicals is a division of Herb Pharm, LLC where we inspire trust in plants and respect for nature while balancing purpose with profit. Located in beautiful Grants Pass, Oregon. Comprised of a diverse organic farm and milling facility, we are dedicated to empowering people everywhere to experience the miracle of good health. We balance purpose with profit, we’re committed to treating our employees with respect and gratitude — join us and be part of our mission!

Job Summary

Are you passionate about delivering exceptional customer experiences and supporting sales success? In this role, you'll play a key part in ensuring smooth operations by responding to customer inquiries, assisting with sales activities, and accurately packing orders with care and precision. Every week brings new opportunities, as your responsibilities will adapt to the company’s evolving business needs. If you thrive in a dynamic environment and enjoy making a difference, this is the role for you!

Key Responsibilities

• Responsible for answering all inbound phone calls, ensuring that all customer inquiries are answered promptly, professionally and to the customer’s satisfaction while following established policies and procedures.
• Ensures that proper procedures are followed for order processing, returns, credits and discounts.
• Serves as a point of contact for customers, responding to product inquiries, resolving problems, documenting incidents, and submitting complaint records.
• Efficiently and accurately packing orders; including accurate identification, handling, weighing and safe packaging of raw materials.
• Adheres to strict food safety procedures and uses proper PPE for assigned tasks.

Qualifications & Skills

• Ability to carry out detailed oral or written instructions
• Ability to work in a team environment without close supervision
• Must pay close attention to detail
• Fosters teamwork and collaboration
• Ability to detect issues and troubleshoot
• Participates in all team meetings, sharing ideas on continuous process improvement with the supervisor and team members
• Maintain a safe work environment by following all safety rules, maintaining a good safety attitude, and ensuring that department employees participate in all required safety training or meetings.
• Education and Experience: High school diploma or equivalent, with 1 year of related experience or training, or an equivalent combination of education and experience. Call center experience preferred

Working Conditions

This role requires strong language skills, including the ability to read and interpret safety rules, procedures, and manuals, as well as write reports and communicate effectively with customers and employees. Physical requirements include frequent walking, bending, reaching, and standing, along with the ability to lift up to 49 lbs.; occasional exposure to outdoor weather and slippery surfaces may occur. Candidates should possess mathematical skills to calculate discounts, percentages, and measurements, as well as apply basic algebra and geometry concepts. Strong reasoning ability is essential for solving practical problems, interpreting various instructions, and adapting to situations with limited standardization. Lastly, excellent interpersonal skills are needed to effectively communicate, actively listen, and maintain professionalism in all interactions.

Our generous benefits package includes a complete range of quality benefits:

• Comprehensive group medical, dental, and vision coverage for employees and dependents
• Coverage includes a variety of alternative healthcare options
• Prescription drug coverage with a mail-order program
• Generous employee purchase discounts on our herbal products
• Employee-free product program
• Employee assistance program
• Green Commuter Initiative to encourage carpooling, walking, and biking to work
• Life, accident, and disability insurance
• 80 hours of accrued Paid Time Off
• 40 hours of accrued Paid Sick Time
• Eight paid National Holidays and one floating holiday
• Paid Jury Duty and Bereavement Leave
• Short-term disability plan
• 401(k) retirement plan with company matching and profit-sharing features

At Herb Pharm, we are committed to building a workplace that reflects the diverse communities we serve and embodies the eco-friendly values we stand for. As a B-Corp and Regenerative Organic Certified company, we believe that sustainability and equity go hand in hand. We are dedicated to fostering a culture of inclusion where every individual—regardless of race, ethnicity, gender, sexual orientation, religion, disability, or background—feels empowered to contribute, grow, and thrive.

We know that diversity drives discovery, innovation, and resilience, and we are committed to creating equitable opportunities for all employees. By embracing different perspectives and experiences, we not only strengthen our organization but also help nurture a more just, healthy, and sustainable society.

If you’re passionate about making a positive impact on the world and working in an environment that values social and environmental stewardship, we encourage you to apply. Together, we can create a future where businesses and communities thrive in harmony with the planet.

Herb Pharm is an equal-opportunity employer. We are committed to creating an inclusive environment for all employees and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are dedicated to fostering a workplace where everyone feels valued and empowered to contribute to our success.

Herb Pharm is committed to complying with all applicable provisions of the Americans with Disabilities Act (ADA). We provide reasonable accommodations to qualified individuals with disabilities to ensure equal employment opportunities. If you require assistance or accommodation during the application or hiring process, please contact recruiting@herb-pharm.com

At-Will Employment: Herb Pharm is an ‘At-Will’ employer. Nothing in this job description should be interpreted as an employment contract. Job responsibilities and tasks may be modified from time to time based on the company's needs.