Overview:
statement:
the representative, order support audit will be responsible for providing information and support to member services representatives and other departments. This role will act as the initial point of contact for representatives with questions on updated or current information, marketing plan, order-placing, product information, problem orders and escalated distributor/member calls. This position may require overtime/occasional flexible hours.
Detailed responsibilities/duties:
- ensure reports are received, reviewed and audited daily. Review all reports to ensure auditing is ready for the royalty processing deadline.
- coach and support member services representatives with problem orders, sales & marketing plan, order-placing, product information and escalated distributor/member calls.
- support supervisors as needed regarding system problems, meetings/huddles.
- identify and document coaching opportunities for member services representatives through the herbalife nutrition care (hnc) system.
- correspond with internal departments, domestic and international distribution centers to resolve problem orders.
- manage, audit and resolve all distributor/member inquiries within the established service level agreement, based on the department’s policies and procedures.
- assist in updating order support policies & procedures and modify order support reports when necessary.
- receive, document, research and resolve receiver’s/return merchandise authorizations from the los angeles and memphis distribution centers
- support events (ldw/fsl/extravaganza/honors) with distributor registration/onsite store support.
- assist in special projects as needed i.e. User acceptance testing (uat) etc.
Supervisory responsibilities:
none
job qualifications:
required qualifications:
*skills*:
- excellent customer service, multitasking and leadership skills
- ability to solve practical problems, proactively identify issues and organize workload for effective implementation under general supervision
- ability to work with multiple teams and personalities with sensitivity to cultural diversity
- ability to effectively communicate verbally and in written format
- ability to adapt as the external environment and organization evolves
- proficient in microsoft word, excel and powerpoint
- ability to adapt and learn new systems
- ability to type 40 wpm and 10 key by touch
- bilingual english/spanish
*experience*:
- 1-2 years’ experience in member services preferably in order support
- knowledge of herbalife management system order entry, order inquiry, general inquiry, member maintenance processes and herbalife nutrition sales & marketing plan
*education*:
- high school diploma
preferred qualifications:
- 5 years of customer service experience in a call center environment