Representative Integral Trilingual NAM

Recruiter: Manuel Garcia

Hiring Manager: Maria Esperanza Cruz

Level: Staff IV

General

• Taking orders from Canada Distributors in Spanish, English and French
• Order Tracking
• Follow up on Canada´s 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 Canada in Spanish, French and English, updating personal information and supporting Distributors with the necessary information to help their business growth.

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.

SUPERVISION RESPONSIBILITIES:

• N/A:

ORGANIZATIONAL RELATIONS:

• Interact with Member Relations, Shipping, Sales Centers, MPC, Refunds-Repurchase, Business Practices and Finance.

MINUMUM QUALIFICATIONS: The following list shows the minimum requirements an individual should have to perform with responsibility and success in this position.

Abilities / Education/ Experience:

• Excellent skills written and spoken in Spanish, English and French.
• Technical Career or High School Diploma
• 1 year experience in customer service .

• Advanced knowledge on Marketing and Sales Plan.
• Ability to interact with other corporate areas.
• Distributor, customer, and teamwork oriented.
• Knowledge on de Microsoft Word, Excel, E-mail, Internet.
• Knowledge on HDMS, HMS, HNCare, Genesys y HCM
• Experience on Sales Order.
• Excellent communication, both verbal and written in Spanish.
• 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.
• Wide knowledge on basic company systems.
• Fast learner.
• 40 written words per minute.
• High level of responsibility
• Ability to multitask
• Good grammar.
• Observative and high common sense.
• Good working under pression.