Customer Service

Company Profile

Melaleuca, founded in 1985, focuses on manufacturing and selling high-quality natural health products. With over $2 billion in annual revenue, more than 4,000 team members and operations in 19 countries, the company continues to grow rapidly.

Answer customer service calls professionally and courteously, solving all issues to create complete customer satisfaction and demonstrating customer value to the company.

• Develop a positive line of communication with customers and leadership.
• Maintain a professional and courteous manner when interfacing with customers.
• Record detailed notes for every call in customer log files; read logs before finding resolution.
• Forward logs related to shipping problems, customer concerns, and requests to the appropriate department or individual.
• Reship products lost by carrier, damaged, or missing by verifying the order and completing a reship invoice.
• Process refunds on customers' accounts.
• Contact customers regarding address issues that result in returned parcels.
• Reclaim product sent in error and issue prepaid postage labels.
• Answer basic customer questions related to company products and services.
• Assist other departments with product returns, shipping problems, and credit issues.
• Transfer specific customer request calls to the appropriate department or individual.
• Apply policies uniformly and consistently, correctly interpreting problems and determining resolutions.
• Track shipments via UPS, DHL, Canada Post, and International Bridge.
• Engage in customer retention activities.
• Manage time on and off phones with "Not Ready" time.
• Complete new customer phone enrollments by accurately and courteously obtaining and verifying information.
• Assist Customer Care during heavy call periods.
• Assist other departments in completing month-end tasks.
• Perform other duties as assigned or needed.

• Exceed average performance on Quality Development and Score Card.
• 10 key touch.
• Support Customer Care standards and goals set by Customer Care Managers and Coordinators (e.g., Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurements Standards).
• Attend regular Melaleuca trainings as determined by Customer Care Managers and Supervisors.
• Type 40 wpm.
• Analyze and solve problems.
• Exhibit interpersonal and customer relationship skills.
• Work well under stress.
• Communicate effectively in person and by phone.
• Work independently and professionally.
• Perform essential duties and responsibilities with efficiency and accuracy.
• Sit with intermittent walking.
• Work overtime as needed.
• Shifts at month-end may be 12-hour shifts with 30-minute lunch breaks.
• Potential to work 1 day for 10 hours, 12 hours, 10 hours, and an additional 9 hours with 30-minute lunch breaks.
• Potential to work 6 days a week.
• Average personal break time is 3 minutes per hour worked.
• Use a headset worn over ears and attached to the desk phone.
• Stand at the desk; desk height cannot be adjusted, chair can be adjusted.
• Attend training lasting approximately 4-6 hours with scheduled break times.