OMRI is Hiring for an Application Specialist I/Bilingual Application Specialist I

About OMRI

Have you ever wondered how organic farmers and producers find trustworthy products that meet organic standards? That’s where the Organic Materials Review Institute (OMRI) steps into the picture. OMRI is a leading nonprofit organization dedicated to supporting and maintaining the integrity of the organic industry. We operate an internationally recognized evaluation program that reviews and lists input materials for use in producing, processing, and handling organic food and fiber.

The OMRI Listed® seal signifies that the product is permitted in organic operations certified by the USDA National Organic Program or the Canadian Organic Standards. It serves as a stamp of approval, allowing certified organic producers a simple way to responsibly choose input products.

OMRI is actively engaged in diversifying its workforce, creating an equitable workplace culture, and creating an inclusive workplace environment. Studies have shown that women and people of color are less likely to apply for jobs unless they meet every one of the qualifications listed. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We encourage you to apply, even if you do not meet every one of our qualifications listed. Read our full IDEA Policy and Vision here.

Location: Though our office is in Eugene, Oregon (Learn more about the City of Eugene), this position is open to being in person, remote or hybrid in Eugene or completely remote from the following states: Alaska, Arizona, California, Colorado, Florida, Hawaii, Idaho, Maine, Massachusetts, Michigan, New Mexico, North Carolina, Oregon, Rhode Island, Texas, Utah, Vermont, Washington, Wisconsin and Wyoming.

Remote work is expected to be performed from your designated home workspace. Work from other locations is not guaranteed and may be approved on a case-by-case basis.

Who We’re Looking For

The Application Specialist I (AS I) supports OMRI’s mission to uphold organic integrity by assisting current and prospective clients of the Review Program. This role involves providing customer service via phone and email, responding to inquiries about OMRI’s application process, and listing maintenance. The Application Specialist engages with clients throughout their entire journey, conducting outreach to potential clients to foster business development and completing administrative tasks related to product retention and revenue generation.

As an Application Specialist I, you’ll be focused on providing customer service to help prospective and current clients navigate OMRI’s review processes. A successful AS I will possess exceptional customer service skills, using phone and email to connect with clients, reach out to leads, answer questions, and ensure success with various application systems. In addition to your daily customer service responsibilities, you will perform administrative tasks to support the ongoing listing of OMRI Listed products. This includes using OMRI’s custom database to manage deadlines, send reminders, and invoice clients.

An ideal candidate will have a keen eye for detail to quickly identify and address any missing information in client submissions and confirm the proper functionality of automated processes. You should excel as an individual contributor, while also collaborating effectively within a team to coordinate tasks, address customer challenges, and suggest continuous improvement initiatives.

Starting salary: $40,455 to $45,455 per year (dependent on education and experience); 40 hours per week; flexible work hours; generous PTO

OMRI determines starting pay within the range based on relevant education and experience as provided by the applicant in their application materials. This process is consistent with the Oregon Equal Pay Act (OEPA).

This total pay range takes into account various factors that influence compensation decisions. These factors include, but are not limited to, skills, experience, training, location, licensure, certifications, and other business and organizational needs. The disclosed pay range estimate has not been adjusted for any geographical differences related to the location where the position may be filled. At OMRI, it is uncommon for an individual to be hired at or near the top of the posted pay range for their role. Compensation decisions are based on the specific facts and circumstances of each situation.

Core Responsibilities

Client-Centric Communication & Support

• Serve as a knowledgeable, reliable, and responsive point of contact (via phone and email) for current and prospective clients, guiding them through service requests with clarity and professionalism to ensure OMRI meets its service expectations.
• Ensure a positive client experience by communicating in a proactive, courteous, and accurate manner, keeping clients well-informed and engaged.
• Provide clear, empathetic, and effective support that reduces customer effort, fosters trust, and encourages customer loyalty and recommendations.
• Achieve client satisfaction through timely and helpful responses, empowering clients with the information they need to navigate OMRI’s processes.

Client Retention

• Proactively assist clients in submitting their Ongoing Compliance application or online renewal submission by the established deadlines.
• Critically evaluate Ongoing Compliance, Change Report, or renewal submissions according to established procedures to ensure the continued compliance of OMRI Listed products. Follow up with clients and clearly explain what’s needed to help them complete their submission according to OMRI’s standards.
• Provide support to the OMRI renewals process, serving as a backup when the Renewals Specialist is absent and completing administrative tasks during periods of high-volume work.
• Coordinate with the OMRI finance team to ensure accurate, timely invoicing and receipt of payment. Provide courteous and clear support to clients throughout the billing process.
• Efficiently perform administrative tasks to execute the Ongoing Compliance process, using custom software to send batch notifications and reminders to clients.
• Collaborate with team members to meet or exceed quarterly client retention goals.

Business Development & Client Education

• Engage in proactive and regular outreach to clients and potential clients, ensuring they have the necessary information to apply to OMRI.
• Enhance resources to support client education on OMRI policies, procedures, and online application tools.
• Collaborate with team members to meet or exceed new client conversion goals.
• Regularly reach out to clients and potential clients who have misused the OMRI Listed seal, providing courteous and clear support along with the necessary information to resolve any issues.
• Collaborate with team members to meet or exceed seal surveillance and resolution goals.

Quality Management & Continuous Improvement

• Demonstrate commitment to OMRI’s quality management system by contributing to process improvements and ensuring that all work is in line with OMRI’s quality management system.
• Provide and accept constructive feedback and proactively address potential issues to maintain work quality standards.
• Field increasingly complex client questions with a high degree of independence.
• Actively participate in team discussions and share ideas to improve information technology, client interactions, and administrative tasks that affect quality, efficiency, and customer service.
• Show commitment to growth by attending trainings, staying open to feedback, and working to improve technical and communication skills.

Collaboration & Team Dynamics

• Collaborate with team members to prioritize and balance workloads across different areas.
• Contribute to a positive team and organizational environment that emphasizes shared goals, trust, and constructive problem-solving.
• Model and reinforce constructive conflict resolution, emotional intelligence, and inclusive behavior across the team and organization.
• Proactively engage with other OMRI team members to address and resolve challenges.
• Demonstrate a willingness to adapt to changing tasks and take on additional responsibilities as needed, showing readiness to step outside of defined roles for the greater good of the team or organization.

Confidentiality & Data Security

• Adhere strictly to OMRI’s technology practices and network security guidelines, safeguarding client and organizational information.
• Protect the integrity of sensitive information, maintaining compliance with OMRI’s confidentiality policies and data security standards, while maintaining transparency and trust with clients and stakeholders.

Bilingual Service – Spanish Specialty [for bilingual candidates]

• Provide bilingual service with clarity and professionalism, delivering accurate and courteous support in English and Spanish to clients and stakeholders.
• Communicate review progress and status updates in Spanish or English, using a professional tone and accurate terminology to guide clients through review steps.
• Translate documents between English and Spanish, applying strong language comprehension to maintain consistency and clarity in policies, procedures, and client communications.
• Support Spanish-speaking stakeholders by contributing to the development or adaptation of templates, resources, or messaging that improve accessibility and understanding of OMRI’s services.

Qualifications

Education and Experience

• Bachelor’s degree preferred.
• 2 years of general office or administrative experience required.
• 2 years of experience in a customer service role preferred.

Skills and Competencies

Required:

• Strong customer service skills.
• Proficiency in standard office software, email, phone systems, and Adobe.
• Superior written and oral communication skills in English (and Spanish, for the Bilingual role), with the ability to convey complex information clearly and concisely, emphasizing client service.
• Strong analytical and problem-solving abilities, with attention to detail and accuracy.
• Ability to work collaboratively as part of a dynamic team, embracing change, continuous learning and professional growth.
• High-level attention to detail and ability to process complex information and instructions.
• Ability to manage and prioritize multiple tasks, organize information, complete tasks in a timely fashion and appropriately handle confidential business information.

Preferred:

• Familiarity with and support for the organic industry and organic products.
• Familiarity with organic agriculture, food systems, and compliance standards (e.g., ISO 17065)
• Effective project management skills.

OMRI is an Equal Opportunity Employer

OMRI is committed to fostering an inclusive and welcoming work environment where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, pregnancy, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. All aspects of employment are decided on the basis of qualifications, merit, performance and business needs.

If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact Human Resources at 541-343-7600 or hr@omri.org

Benefits

• • Full-time position with a competitive salary
  • 100% employer-paid medical, dental and vision plan
  • 50% employer contribution to dependent medical, vision and dental plans
  • 100% employer-paid life insurance, long-term disability and short-term disability
  • Retirement plan
  • Health and Dependent Care FSAs
  • Generous Paid Time Off
  • 13 paid holidays
  • 501c3 non-profit organization eligible for Public Service Loan Forgiveness
  • Opportunities for flexible scheduling
  • Opportunities for training and professional development
  • Bike-friendly business and support for remote work and alternative transportation options
  • Small nonprofit organization with an established team and a leading role in the organic industry
  • Casual, fun work environment
  • For more detailed information, please visit our Description of Benefits

Bilingual Service – Spanish Specialty [for bilingual candidates]

• Provide bilingual service with clarity and professionalism, delivering accurate and courteous support in English and Spanish to clients and stakeholders.
• Communicate review progress and status updates in Spanish or English, using a professional tone and accurate terminology to guide clients through review steps.
• Translate documents between English and Spanish, applying strong language comprehension to maintain consistency and clarity in policies, procedures, and client communications.
• Support Spanish-speaking stakeholders by contributing to the development or adaptation of templates, resources, or messaging that improve accessibility and understanding of OMRI’s services.