Associate, MPC Global Contact Center

at  Herbalife

POSITION SUMMARY STATEMENT:

The purpose of this position is to educate and coach Independent Distributors on the Herbalife Distributor Rules of Conduct, Business Marketing Plan, the terms and conditions of the Herbalife Distributorship Application and Agreement and regulatory requirements. It is also to enforce and correct violations, in order to promote an ethical and fair environment in which Herbalife products may be distributed, Independent Distributor businesses may thrive and to protect Herbalife’s intellectual property rights, thereby protecting Herbalife’s Independent Distributors, the Customers and the brand and image of the company.

REQUIRED QUALIFICATIONS:

Skills:
Strong clerical skills and the ability to type 40+ words per minute.
Proficiency in Microsoft Office programs
Excellent written and verbal communication skills and telephone etiquette
Good command in Spanish
Bilingual: English and spanish
Strong customer and results orientation
Strong fact-finding skills and excellent follow-through skills
Ability to relate details accurately, clearly, and completely
With strong negotiation skills
Strong logical, analytical, and problem-solving skills with the ability to accurately and precisely summarize and present key information.
Ability to solve practical problems and organize workload for effective implementation under general supervision.
High degree of flexibility to function under varied timelines and adapt as the external environment and organization evolves.
The ability to work under deadline pressure while maintaining a positive and professional attitude in a very fast-paced environment.
Able to interact effectively at all levels with sensitivity to cultural diversity.
Experience:
Required:

AT LEAST 2–3-YEAR EXPERIENCE IN A SERVICE-ORIENTED INDUSTRY

At least 1 year experience in a position of policies/guidelines bounded environment which requires resolving problems in a day-to-day operation.

1. Be knowledgeable and updated with the Herbalife Member Rules of Conduct, Sales & Marketing Plan, Herbalife’s intellectual property rights, and local regulatory requirements in order to support members’ inquiries and coach members to conduct business in compliance with internal and external rules/laws.
2. Guide Distributors so they can promote their businesses in a manner that is correct, ethical, and fair.
3. Focus on and become specialized in one or more specific MPC areas as requested (e.g. Nutrition Clubs, Social Media, Unauthorized Sales channels, internet, export, dual Distributorships, HRT ( ̈expand Live Monitoring of high-risk receipts, and ultimately prevent inaccurate receipts from being accepted and generating earnings by our systems), Receipting Compliance, Live Q Incoming calls with Outbound Campaigns or Qualifications Review/Audit, etc.).
4. Be knowledgeable and updated with the Herbalife Distributor Rules of Conduct, Business Marketing Plan, Herbalife’s intellectual property rights, and local regulatory requirements to support the Distributor’s inquiries and coach Distributors to conduct business in compliance with internal and external rules/laws.
5. Enforce the Rules of Conduct & Member Policy by following the standard resolution to provide coaching and education as well as sanction to members.
6. Effectively utilize applicable databases, the internet, and internal and external sources to perform various systems and other research.
7. Interact and communicate professionally with various departments, Distributors, and customers.
8. Able to prioritize quality service aligning with the defined processes and meeting the SLAs. Managing each file with an efficient solution and in a professional, timely, and quality manner.
9. Be a team player in supporting the team and colleagues to ensure a consistent and timely workflow.
10. Complete all clerical responsibilities associated with own or the team’s duties including but not limited to letter correspondence, emails, calls, and filing.
11. Exalt and protect Herbalife’s reputation through partnerships with Distributors so that their messages are consistent with the company’s.
    MPC Associate I Job Description Page.
12. Support and participate in training and other corporate activities.
13. Attend incoming calls from the Americas and, OB campaigns maintaining optimal SLA
    Job Qualifications: