Analyst, Refunds & Repurchases, and After-Sales Support (German Required, Turkish Optional)

Analyst, Refunds & Repurchases, and After-Sales Support (German Required, Turkish Optional)

Herbalife GBSC Krakow

About the role

As an Analyst, Refunds & Repurchase and After Sales, you will utilize knowledge of the Herbalife Marketing Plan, Rules of Conduct, and employ analytical and research techniques to determine refund eligibility, After Sales issues and solutions. You will perform verification of the Refunds, Repurchase and After Sales requests including but not limited to Returns, Damaged Products, Missing Products, Order Audits as well as payment checks etc. which might require direct contact with Members and their retail customers. You must have excellent customer service skills and experience and be able to handle complex and sensitive cases. This process supports and reinforces our current policies and procedures, strengthens, and adds integrity to the Marketing Plan, and protects consumers, Members, and the Herbalife business by upholding the Gold Standards. The department and workload are heavily audited on a regular basis by internal and external auditors. All work must meet with company policies, procedures, and rules of conduct as well as regulatory requirements of each supported country.

In this role, you will:

• Keep informed and stay current with Herbalife’s Marketing Plan, rules, and policies including supported countries regulations. Serve as a liaison between Members/Customers, internal departments, and Management by handling all work-related interactions in professional manner.
• Maintain an accurate and easy to find follow up and/or filing/tracking system of all inquiries/cases. R&R and After Sales Representatives are expected to meet accuracy requirements to be in compliant with all up to date procedures, as well as any other country specific regulations.
• Investigate all BB/PM/RF/DX/PM/RE/DR cases, considering Member’s ordering patterns and past product replacement/refund requests. Maintain focus on further educating our members to avoid future suspicious activity related to product replacement/refund requests.
• Be responsible for creating and maintaining accurate and complete records (research, communication, etc.) across all business systems, while ensuring that all inquiries are handled within 24-48 hours, and that all cases are managed within the guidelines outlined in the procedures, meeting established quotas, service level and accuracy standards.
• Use fact-finding and analytical skills to identify and report product adverse claims, possible Ethical violations, and all details related to their request and/or complaint.
• Deliver the highest levels of service in all interactions with Members & Customers and across all channels of communication. Align with all values associated with delivery of WOW service.
• Support technical and ad hoc project roll outs, including Requirements Gathering, User Acceptance Testing, Sign Off, Training & Implementation.
• Conform to all necessary SLAs of business, proper usage of company systems as per procedures such as correct categorizations and using correct codes for workload tracking disciplines for back-office (Log In / Log Out / HCM / Not Ready Codes/ Rotas & schedules…)
• Provide services in case of need for all countries that R&R and After Sales Team supports.

Our Requirements:

• Bachelor’s degree.
• Preferably Finance, Management related.
• 1-2 years of experience in similar positions.
• Experience in customer service.
• Proficient with Microsoft Office especially Experience of Excel at intermediate level.
• Ability to work within corporate systems.
• Oracle (or the other ERP system) knowledge.
• Strong analytical and research capabilities.
• Good command of the English language.
• Fluent in German (minimum C1 level).
• Turkish will be an advantage.
• Other European language as an asset.
• Demonstrates excellent Customer Service.
• Excellent interpersonal skills.
• Outstanding verbal and written communication skills.
• Ability to recognize and escalate issues as needed.
• Flexibility, while maintaining a positive and professional attitude and adapting to changes
• Strong logical, analytical, and problem-solving skills
• Desire to exceed Members and Customers expectations and passionate about making a positive contribution to the team.
• Highly capable of engaging with Members to coach, up educate & positively influence.

We offer:

• Luxmed VIP package sponsored by the company.
• Mybenefit System (Kafeteria or Multisport Card)
• Life and Health Insurance.
• Extra hours off - wellness hours 15h per year.
• Hybrid work - 3 days in the office / 2 days from home.
• Annual bonus + Easter, Christmas & Vacation bonuses.
• Personal development opportunities and access to online training environments like free access to the LinkedIn Learning platform.
• Unlimited access to company products in the kitchen.
• Free parking slots - first come first served via company application.
• Family and entertainment events like Santa Claus and Children's Day.
• Possibility to shape our company through CI activities & programs.

Who we are:

Herbalife is a global nutrition company that has helped people pursue a healthy, active life since 1980. Our nutrition, weight management and personal care products are available exclusively to and through dedicated independent Members in more than 90 countries.

Our company offers a culture focused on people, their needs, relationships, and career to help expand talents and a chance to change lives: https://iamherbalifenutrition.com/.

For 40 years, we've known that good nutrition leads to a better life. If you're ready to help us on our mission for nutrition, we want to hear from you today.