Representative, Sales Order Brazil

POSITION SUMMARY STATEMENT:

The Representative, Sales Order Brazil will be responsible for taking ownership and precisely handling/responding incoming Sales Orders from all Brazil distributors contacting our Engagement Center via phone line, chat and/or any other contact method established by Herbalife Nutrition to receive Sales Orders, representing Herbalife Nutrition’s corporate values and wellness philosophy. Additionally, this role is expected to have an expert knowledge of Herbalife´s Sales & Marketing Plan to answer any incoming questions from distributors and/or being capable of making outbound calls to distributors to share relevant information related to Herbalife Nutrition’s sales & marketing strategy.

DETAILED RESPONSIBILITIES: 

1. Provide an excellent customer service to our Distributors/PM contacting our Engagement Center via phone line, chat and/or any other contact method established to receive Sales Orders, supporting our Distributors to get the best results from products and grow their business.
2. Support our DS/PM with anything related to their existing orders; Example of some scenarios but not limited to: Status of orders, cancel, modify, recapture, add products, tracking information, Change pick up name, take payment, etc.
3. Answer questions and address any problems raised by Distributors/PM related to Herbalife’s products, services, Sales & Marketing Plan, events, policies & procedures, etc., providing clear and precise responses within an acceptable timeframe and showing a customer-oriented attitude, offering the highest level of excellence in service.
4. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Precise follow-up skills for inquiries needing additional details to take to completion.
5. Participate and/or provide support in off-site events hosted by Herbalife Nutrition for our Distributors when needed.
6. Achieve expected performance results, which will be measured and communicated in the form of Key Performance Indicators and Metrics available for representatives, describing individual performance.
7. Handle interactions from other regions/countries when needed (blending).
8. Report any tools & access-related issues to corresponding Supervisor to guarantee productivity.
9. Make outbound (OB) calls to distributors to share relevant information related to Herbalife Nutrition’s sales & marketing strategy when needed.
10. Refer unresolved distributors grievances to management and/or designated departments for further investigation.
11. Clearly identify and report incoming trends of frequent queries to department head.
12. Display flexibility and assist with ad hoc projects as they may arise.

REQUIRED QUALIFICATIONS:

• Bilingual Spanish/Portuguese
• Technical career and/or High School finished
• Customer service orientation
• Team player & collaborative
• Ability to use MS Office (Word, Excel, Outlook, Internet, etc.)
• Excellent written & spoken communication skills
• Adaptability to changing and dynamic scenarios
• Proactive, curios & innovative
• Problem-solving & critical thinking skills
• Fast learner
• Ability to work under pressure
• Results-orientation
• Ability to effectively manage confidential/highly sensitive information
• Flexibility to work on site premises or WFH

PREFERRED QUALIFICATIONS:

• 1+ years of customer service experience