Overview:
**Recruiter**: Alma Martinez
**Reports to**: Evelyn Manzano
Position available in Guadalajara & Querétaro
- 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.
Job Qualifications:
**ORGANIZATIONAL RELATIONS**:
- Interact with Member Relations, Shipping, Sales Centers, MPC, Refunds-Repurchase, Business Practices and Finance.
**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.
- Average of 90% in the last 3 months