Representative Iii, Member Operations

3 months ago

Kuala Lumpur, Malaysia Herbalife Full time

Overview:
COMPANY OVERVIEW:
Herbalife Nutrition is a global company that has been changing people's lives with great nutrition products and a proven business opportunity for its independent distributors since 1980. The Company offers high-quality, science-backed products sold in over 90 countries by entrepreneurial distributors who provide one-on-one coaching and a supportive community that inspires their customers to embrace a healthier, more active lifestyle. Through the Company’s global campaign to eradicate hunger, Herbalife Nutrition is also committed to bringing nutrition and education to communities around the world.

STATEMENT (defines the major functions/purpose of the position)

To attend to Member Operations tasks for Japan Members supporting the Back Office tasks for the Japan Member Services team. Able to train new joiners via buddy system and share experience with rep I. Participate in ad hoc projects, events, UAT (user acceptance testing), and provide suggestions/ feedback for process improvement.

To assist the Supervisor /Assistant Manager / Manager with supervision and administration in the Member Operations team. To alert the superior of recurring service failures so that corrective actions may be taken to avoid future problems. To be the first point of contact for the Member Operations level II in assisting with queries and the first point of escalation for Members when necessary.

To provide training to new joiners and share knowledge and experience with rep II.

DETAILED RESPONSIBILITIES/DUTIES:

- 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
- Able to execute an effective manpower arrangement to ensure manpower and various resources are being allocated effectively and efficiently to run the operation at an optimum level at all times.
- Assist staff in operation when necessary and be a team leader and team player at the same time
- Lead and motivate rep I, rep II tasks to support Members’ expectations and needs in information handling records, refunds, repurchases, order audit, and after-sales.
- Able to provide a buddy system (knowledge sharing and guiding the new joiner) through the first few weeks or months on the job
- Assist the Member Operations Supervisor by monitoring and maintaining Member Operations reports and taking necessary actions after analysis of the reports to identify the next improvement action and increase the Total Satisfaction Factor rate to improve quality service to members and colleagues.
- Lead to lead rep I, rep II in ad hoc projects, events, UAT (user acceptance testing), and provide suggestion/feedback
- Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, System Behavior, Member Compensation system and etc.
- Able to log SNOW/ISupport and highlight to IT immediately where there is a system issue that will affect Members’ experience and operation. Able to work and communicate with IT on the solution and direction.
- Constantly looking for ways to improve performance and make appropriate recommendations to the Manager as and when such opportunities are identified. This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.
- Work closely with all cross-functional teams on operations, procedure-related and able to analyze the impact and anticipate the question that arises from members
- Capable of assisting in the preparation of Weekly Issues reports and monthly reports. This will be demonstrated by reports being complete and submitted on time and by their content being accurate and covering all key issues
- Able to take full ownership to communicate with logistics and 3PL when there is an urgent issue or feedback and get permeant solutions as well as preventive solutions
- Able to build/ create a good relationship with the team to build a fun and happy working environment

SUPERVISORY RESPONSIBILITIES:
No Direct supervision - However step-up opportunities during times of absence of more senior staff will provide scope for leadership development

ORGANIZATIONAL RELATIONSHIPS

Interacts mainly with members and inner-departmental colleagues. Contact with inter-departmental colleagues is required from time to time.

Qualifications:
MINIMUM QUALIFICATIONS: The following are the minimum qualifications that an individual needs in order to successfully perform the duties and responsibilities of this position.

Skills/Education/Experience:

- Preferably University Graduate or equivalent..
- At least 3 years of working experience in a service industry with a minimum of one year in a senior / team lead role.
- Proficiency in verbal and written English, and another language (Japanese) proficiency is required
- Pleasant personality with excellent interpersonal skills
- Abi

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