Bilingual Member Services Associate

Position Title:

Bilingual (Spanish) Member Services Associate - Non-Profit

Status:

Temporary: 6 months

Location:

New York City, New York, Zip 10115 – On-site (5 days in the office)

Hours:

Mon – Fri, 8:30 am - 4:30 pm with potential overtime

Pay: $31/hr

The Member Services Associate is the first point of contact for members and customers, performing all tasks related to orders, records, and contributions with the intent of resolving all requests without handing off to others. They maintain complete and accurate records in Net Suite and deliver a high level of customer service whether answering general inquiries or resolving complex issues. The role manages and processes all literature orders, creates and updates records, issues orders, handles credit card contributions, and processes customers' invoices in a timely, accurate, and efficient manner.

Must be Bilingual (written and spoken in Spanish) and capable of providing receptionist coverage when needed.

• Maintains accurate group and individual records in Net Suite; creates accounts and updates tax-exempt info as needed.
• Logs correspondence, phone calls, and e-mails to avoid duplication.
• Maintains a monthly account of department work and electronic pending folders.
• Processes department mail and research/resolve all returned mail for Operations.
• Manages and digitally files all completed orders and pick packs. Edits literature orders as requested.
• Researches group and member info in Net Suite to process credit card contributions. Ensures accuracy of contributions.
• Manages and maintains productivity logs in Excel/Net Suite.
• Complete additional projects as needed.

• Responds to members' inquiries related to Group, Area, and District records. Updates GSO entities and IGCO records.
• Processes credit card contributions; provides quotes, product pricing, quality, and availability.
• Generates invoices and contribution acknowledgement letters. Verifies outgoing invoices for accuracy.
• Handles incoming correspondence from the B2B and B2C online stores.
• Assists new registrars with process questions; provides training on system use.
• Oversees credit verification of all orders to be billed to an existing customer account.
• Researches and processes credit memos, debit memos, and return authorizations according to established procedures.
• Reviews and verifies fulfillment and backorder reports.
• Fulfills orders in Net Suite; communicates with warehouse and customers.
• Provides timely updates to Member Services Manager on service failures and customer concerns.
• Backup assistance to front desk as needed.

• Reviews, approves, and transmits orders to warehouses for shipment.
• Researches and verifies shipping information against the warehouses' picking slips and database.
• Investigates order issues and collaborates with appropriate personnel to resolve them.
• Researches warehouse picking errors; submits “picking errors” and “re-ship” requests to ensure issue resolutions.
• Manages and maintains a detailed error log report to determine the percentage of warehouse errors.
• Updates and distributes error log and misprint reports monthly to the manager.

• Proficiency in Microsoft Word, Excel, and Outlook. Knowledge of Net Suite preferred.
• Ability to learn new systems and programs.
• Excellent customer service, communication, interpersonal, organizational, mathematical, and problem-solving skills.
• Excellent typing and data entry skills.
• Ability to multi-task and prioritize assignments.
• Must be detail-oriented with the ability to work in a team, independently, and under pressure.
• Exceptional time-management skills.

• Associate degree or relevant studies or relevant…