Customer Service Representative

Description

This is a full-time onsite position at our facility located in Ferndale, WA. 

ABOUT BARLEAN'S

Barlean’s is a privately owned nutritional supplements brand based in Ferndale, Washington. We’re looking for a Customer Service Representative who loves helping people, communicates clearly, and enjoys working with a collaborative team to support both our consumers and retail partners.

JOB SUMMARY

The Customer Service Representative is a key point of contact for customers and retailers, delivering friendly, accurate support via phone, email, and chat. This role also supports internal teams with order processing, account maintenance, and administrative tasks. Success in this role looks like timely responses, thorough documentation, attention to detail, and consistent follow-through.

PRIMARY RESPONSIBILITIES

• Respond to customer inquiries via phone, email, or chat.
• Provide accurate information and solutions to customer problems.
• Educate customers and retailers on general nutrition, related to Barlean's products.
• Develop a strong understanding of the company's product lines, ingredients, and benefits.
• Create and maintain customer accounts and update records.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Enter retailer and consumer orders.
• Process returns, replacements, and refunds according to company policy.
• Accurately document customer interactions and order details in the CRM/order system.
• Collaborate with warehouse, shipping, and other internal teams to resolve order issues.
• Recognize and appropriately escalate potential adverse event reports or regulatory concerns.
• Ensure compliance with all GMP’s, GDP’s, Barlean’s SOP’s, and SQF regulations. 

Requirements

KNOWLEDGE AND SKILL REQUIREMENTS

• A customer-first mindset with a genuine desire to serve and assist.
• Strong professional communication skills in English, including both written and verbal communication.
• Active listening skills, including fully concentrating, understanding, and retaining information.
• Solutions-based problem-solving skills, including identification of the issue and focus on a resolution.
• Strong multitasking and time management skills.
• Strong computer skills including the ability to quickly learn new software systems and platforms.
• Proficiency in using Microsoft Office suite products.
• A professional and positive demeanor.
• A high level of emotional intelligence, empathy, and a sense of humor.
• Conflict resolution and de-escalation skills when working with upset customers.
• Strong attention to detail and accuracy, particularly for order entry and account records.
• Adaptability and willingness to learn as processes, tools, and product lines evolve.
• A collaborative, team-oriented mindset that contributes positively to team culture.

PREFERRED QUALIFICATIONS

• Experience with or interest in nutritional supplements and the health and wellness industry.
• Familiarity with CRM or order management systems.

PERFORMANCE EXPECTATIONS

• Dependability and personal accountability, including consistent, on-time attendance and advance notice for time off.
• Meets response time targets for phone, email, and chat inquiries.
• Maintains order entry and account update accuracy.
• Contributes to team goals and participates in team culture initiatives.
• Willingness to assist other departments, such as shipping and receiving, on short notice as business needs require.

EDUCATION AND EXPERIENCE

• High School Diploma or equivalent required. 
• Associate or bachelor’s degree preferred.
• Minimum 2 years of experience in a customer service role required, preferably in the nutritional supplements, health, and/or wellness industry.
• Experience in other service positions is also valuable and desired.

WORKING CONDITIONS 

• Service Department hours are 7 am to 4:30 pm, Monday through Friday - individual hours will be discussed.
• Full-Time Position – 40 hours a week onsite at our Ferndale location.
• Must be able to work at a computer for extended periods.

PAY & BENEFITS

• Medical, Dental, Vision and Life Insurance
• 401K with company match
• 5K Yearly Tuition Reimbursement (after one year of employment)
• Paid Time Off & Paid Holidays