Representative Integral Trilingual NAM

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.

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.