Overview
position available in guadalajara & querétaro
general responsibilities
* taking orders from north america distributors in spanish, english and french
* follow up on distributors needs in spanish, english and french regarding distributor relations and order support.
* follow up with distributor´s complaints, requirements, and inconveniences until resolution.
* provide service via chat for distributors from nam in spanish, french and english, updating personal information and supporting distributors with the necessary information to help their business growth.
* order tracking
functions and responsibilities
* track member´s orders showing with empathy and good service.
* document any adverse event reported by a distributor and continue with the process needed for them to receive proper follow up by the correct department.
* provide distributors with information regarding promotions, events, and our products.
* orientation for our distributors so they can obtain better results from products and company services.
* reactivate distributor´s account when they request it.
* document each one of the interactions that our distributors have.
* leave cases pending for different departments according to our distributor´s needs.
* work hand in hand with other areas such as finance, warehouse, operations, sales centers and order audit to provide solutions for order issues.
* assist with order adjustments, modifications, or cancellations when applicable as a onetime exception.
* keep a professional communication with management, area supervisors, work collages, different departments and distributors providing quality service.
* stay up to date on any changes to stay updated on area processes.
* have a proper use of all tools to provide an efficient service for our distributors and their businesses
* support herbalife´s corporate events.
* have basic knowledge on what departments we should be transferring our distributors to according to their needs or inconveniences.
* advise supervisors of any problems with our member´s tools such as: goherbalife and myherbalife to report via help desk.
* make (ob) calls to provide relevant information to our distributor´s regarding promotions, launches and business opportunities.
* contribute to decrease call flow of our sales order department.
* support ob campaigns when wfm requires it.
* be available to support at the call center on holidays and events out of office when the required by the company.
* correctly assign hncare cases for proper and efficient follow up and reporting.
* distributor support via chat.
processes and controls
* compliance of company politics.
* adherence to controls established by the member relations department to achieve monthly goals.
* follow required processes by quality.
* finish the complete training process and have a satisfactory evaluation according to the region´s criteria.
job qualifications
organizational relations:
* interact with member relations, shipping, sales centers, mpc, refunds-repurchase, business practices and finance.
abilities / education/ experience required:
* excellent skills written and spoken in spanish, english and french.
* technical career or high school diploma
* 1 year experience in customer service.
* ability to interact with other corporate areas.
* knowledge on de microsoft word, excel, e-mail, internet.
* teamwork oriented.
* adaptable to changes, proactive and innovative.
* organized
* ability for problem solving and to complete tasks delegated by supervisor/coordinator.
* capable of adapting to work environment.
* fast learner.
* high level of responsibility
* ability to multitask
* good grammar.
* observative and high common sense.
* good working under pression.
* 40 written words per minute (desirable)
for internal candidates only:
* average of 90% in the last 3 months
* advanced knowledge on marketing and sales plan.
* distributor, customer, and teamwork oriented.
* knowledge on hdms, hms, hncare, genesys y hcm
* experience on sales order.
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