Representative, GBS Member Operations Transactional Bilingual

Site: Las Fuentes

Level: Staff III

Recruiter: Jennifer Pérez

POSITION SUMMARY STATEMENT:

The Member Operations Transactional representative at Herbalife will be vital part of Member Operations team, overseeing the order support, after-sales and records requests received in our CRM system following standard operation processes. This role will be ensuring top-tier customer service, resolve post-sales issues, and maintaining accurate distributor records. The ideal candidate is adept at fact-finding, analytical thinking, and maintaining ethical standards.

DETAILED RESPONSIBILITIES:  

•    Resolution of customer inquiries, complaints, and post-sales issues in a timely and effective manner.
•    Ensure all inquiries are handled with in the SLA´s that have been established. They must be managed within the guidelines outlined in the procedures, meeting established quotas, service level and accuracy standards.   
•    Must stay informed and stay current with Herbalife’s Marketing Plan, rules, and policies. 
•    Serve as a liaison between Distributors & Preferred Members, internal departments, and Management by handling all work-related interactions in a courteous, cooperative, and professional manner.   
•    Report possible Ethical violations, and all details related to their request and/or complaint.
•    Work closely with other departments, including distribution, sales, and marketing, to ensure alignment in delivering excellent customer service.
•    Participate on process changes implementation and User Acceptance Tests on new technologies.
•    Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, system behavior, Member compensation system, refunds & repurchases, and etc.
•    Support day-to-day activities of Member Operations through effective communication with the Members Services team and Members via telephone and other channels of communication
•    Perform appropriate tasks to support Members’ expectations and needs in information handling records, refunds, repurchases, order audit and after-sales

SUPERVISORY RESPONSIBILITIES:

•    None

REQUIRED QUALIFICATIONS:

Skills: 
•    Excellent problem-solving and decision-making abilities.
•    Exceptional communication and interpersonal skills.

Languages:

•    Advance English 
•    Native Spanish

Experience:

•    1-2 years’ experience in distributor and customer service operations. 
•    Familiarity with customer relationship management (CRM) systems and data privacy regulations.
•    Experience with Oracle and Sales Force is a plus.
•    Thorough knowledge of the Herbalife Marketing Plan is a plus.

Education:

•    High-school diploma