Field Support Officer

Primary Objective:

The primary purpose of this position is to provide exceptional service to the Company. Build long term relationships by providing encouragement, motivation, and support to Promoters, as well as educating Promoters on the essential tools to build their business.

Key Responsibilities:

• Contacting and welcoming all new Distributors and keep a report of all feedback from new Distributors. Liaise with the DC’s on the new Distributor lists.

• Obtain Distributor information via telephone; email or any other means; verifying Distributor’s information etc. Liaise with the mailing Department.

• Updating banking details for all the Distributors. Determines eligibility by comparing client information to requirements.

• Handle all queries brought forward by Distributors or other departments pertaining to Distributors.

• Provide Distributors / Customers with product and service information, written or verbal.

• Informs Distributor by explaining procedures; answering questions; providing information and/or sourcing it from relevant Departments and any other communication from the Company.

• Complete Call Logs, Query Logs and maintain them; Make sure they are up to date and generate reports when necessary.

• Maintains quality results by adhering to standards and guidelines set by the company.

• Process Promoter orders and applications that are mailed, faxed and emailed, with the utmost accuracy and give exceptional service.

• Handle inbound and outbound calls for Promoters with a caring, friendly, positive attitude.

• Research and answer questions through direct/written correspondence.

• Assist Promoters with returned products due to dissatisfaction, defect, etc. and maintain a Quality Control Log that is sent to our local manufacturing plant on a monthly basis of products returns complaints.

• Good understanding of the Compensation Plan, contests, events and company philosophy to provide exceptional service

Distributor Queries

• Handle any queries relating to orders, which include short deliveries, short payments or over payments, incomplete orders etc. These queries will include personal and telephonic contact as well as written correspondence.

• Recording all queries on a Query Handling Form – following form through to completion.

• Filling in product complaint forms

Team Production

• Putting through qualification orders, transferring PV, contacting PT and WT with results, faxing team points.

• Working out commissions, processing of PV/BV transfers

• Contacting Distributors with returned mail.

Month-end

• Putting through qualification orders and PV/BV transfers.

• Checking qualified levels of Distributors and confirming.

qualifying status with distributor. Pooling.

• Sorting, splitting and collating month-end prints.

• Distributing month-end prints.

• Packing of pins and company communication.

General Duties

• Perform any function that may be reasonably required from time to time.

• Ensure that the DRO area is kept neat and tidy at all times.

• Handling Distributor queries and logging them.

• Filling and administration duties.

• Handling DC Administration on Accounts payments and compiling it in a monthly log.

• Recommend improved procedures.

• Any other office work that may be requested.

Functions

• Assisting with all the company's events as and when required. Sales Team meetings, Conventions and training events.

• Able to work flexi hours to suit the requirements of the Business Operating Hours and to attend certain events which can include working over weekends and extra hours.

Measures of Success

• Increased customer satisfaction, improved call efficiency, lower abandonment, increased revenue, improved process efficiency.

Requirements

Technical Skills

• At least three (3) years of relevant accounting experience.

• Computer literacy (advanced Excel experience) and the ability to apply accounting principles

• Good understanding of Marketing Plan and business operations will be an advantage.

• Must be detail oriented.

• High degree of accuracy

• Efficient time management skills and the ability to handle multiple deadlines.

Behavioral Skills

• Excellent communication, teamwork and relationship building skills.

• Must be detail oriented.

• Must be able to handle multiple priorities and deadlines.

• High degree of accuracy.

• Ability to work under pressure.

• Excellent verbal and written communication skills