Job Summary:
Under general supervision, the Customer Service Specialist (CSS) – Backend Operations is responsible for supporting customer-related operations through data analysis, account reconciliation, and cross-functional coordination. This role focuses on backend processes rather than direct customer interaction, ensuring accuracy across customer accounts, transactions, and operational workflows.
The CSS plays a key role in communication between Marketplace, Accounting, and Operations while working to resolve issues efficiently.
Job Expectations:
- Perform customer account reconciliation by reviewing transactions, refunds, returns, and order discrepancies.
- Investigate and resolve backend discrepancies related to orders, payments, and refunds.
- Collaborate cross-functionally with departments including Marketplace, Accounting, Logistics, and Customer Service to resolve issues.
- Identify trends, recurring issues, and process gaps; recommend improvements to enhance operational efficiency.
- Assist with Return Merchandise Authorization (RMA) reconciliation and tracking.
- Ensure accurate documentation of findings, actions taken, and resolutions.
- Escalate complex discrepancies or systemic issues in a timely manner.
- Provide backend support to customer service operations as needed.
- Proactively adapt to evolving workflows and new technologies, ensuring operational efficiency as system requirements change.
- Identify current issues and processes that can be evolved into more efficient workflows
Knowledge, Skills and Abilities:
Required:
- Strong proficiency in Microsoft Excel and Google Sheets (pivot tables, VLOOKUP/XLOOKUP, data analysis).
- High attention to detail with strong analytical and problem-solving skills.
- Ability to work with large datasets and identify discrepancies.
- Strong organizational and documentation skills.
- Effective written and verbal communication skills for cross-functional collaboration.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Demonstrates initiative, accountability, and adaptability.
- Maintains composure under stress.
- Willingness to work weekends when necessary.
Equipment Knowledge:
- Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms)
- SAP (preferred)
- Marketplaces (preferred)
- Ability to type 40 WPM
- Zendesk
- Asana
Experience Requirements:
- Generally requires a minimum of two (2) years related experience, typically in operations, reconciliation, data analysis, or customer service support functions.
Education Requirements:
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
#LI-ME1
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.
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.
Top Skills
What We Do
iHerb is the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 28 years, we’ve been making it simple for customers all over the world to purchase the highest quality health and wellness products. From supplements to skincare to grocery items, we ship over 50,000 products, from over 1,800 brands to more than 180 countries, and we’re proud to provide the very best value. Since our founding in 1996, we have been dedicated to offering Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience. We believe that health and wellness should be a universal right made possible through compassion and our collective action. This belief will continue to guide us as we endeavor to make our mission a reality. As we are continuously innovating and expanding, we are committed to bringing the best in health and wellness products around the world, and offering our people exciting opportunities to build long-term careers.
Why Work With Us
Our Shared Values: Our values define what we believe in as a collective, and help us work together to achieve our mission. Focus on the Customer - Empower our People - Be Entrepreneurial & Pivot Quickly - Embrace Diversity & Inclusion - Strive for Simplicity
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