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 workflow—all 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.