Customer Service Specialist Full-time

About the Company

Melaleuca has supported its mission of “Enhancing the Lives of Those We Touch by Helping People Reach Their Goals” since 1985. Focused on wellness, Melaleuca manufactures and sells high-quality, natural, health-oriented products to help people live more vibrant, healthier, and happier lives. Known as The Wellness Company, Melaleuca has achieved consistent and profitable growth, with annual revenue exceeding $2 billion. With over 4,000 team members, the company operates in 19 countries and is positioned for rapid expansion.

About the Role

As a Customer Service Specialist in our Call Center, you will answer customer service calls professionally and courteously, resolving issues to ensure complete customer satisfaction while demonstrating the customer’s value to the company.

Responsibilities

• Develop a positive line of communication with customers and leadership.
• Maintain a professional and courteous manner when interacting with customers.
• Record detailed notes for every call in customer log files and review logs before resolving issues.
• Forward logs related to shipping problems, customer concerns, and requests to the appropriate department or individual.
• Reship products lost by carriers, damaged, or missing from orders by verifying the actual order and completing a reship invoice.
• Issue refunds on customers’ accounts.
• Contact customers regarding address issues resulting in returned parcels.
• Reclaim products sent in error and issue prepaid postage labels.
• Answer basic customer questions about 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 service group.
• Apply policies uniformly and consistently by correctly interpreting problems and determining resolutions.
• Track shipments via UPS, DHL, Canada Post, and International Bridge.
• Manage time on and off phones using “Not Ready” status.
• Complete new customer phone enrollments by accurately and courteously obtaining and verifying customer information.
• Assist Customer Care during heavy call periods.
• Support other departments in completing month-end tasks.
• Perform other duties as assigned or needed.

Requirements

• Exceed average performance on Quality Development and Score Card metrics.
• Meet 10-key touch requirements.
• Support Customer Care standards and goals as determined by managers and coordinators (e.g., Complete Customer Satisfaction percentage, Average Order Size, Team and Individual Measurement Standards).
• Attend regular Melaleuca trainings as required by managers and supervisors.
• Type at least 40 words per minute.
• Analyze and solve problems effectively.
• Demonstrate strong interpersonal and customer relation skills.
• Work effectively under stress.
• Communicate professionally in person and by phone.
• Work independently and professionally.
• Perform essential duties and responsibilities with efficiency and accuracy.
• Sit for extended periods with intermittent walking.
• Work overtime as needed, including potential 12-hour shifts during month-end with 30-minute lunch breaks.
• Adapt to varying shift lengths (e.g., 10 hours one day, 12 hours the next, followed by 9 hours).
• Work up to 6 days per week.
• Take an average of 3 minutes of personal break time per hour worked.
• Wear a headset over the ears, attached to the desk phone.
• Stand at the desk (desk height is not adjustable; chair height is adjustable).
• Complete required training lasting approximately 4-6 hours with scheduled breaks.

Benefits

Melaleuca offers a great culture as part of a fast-paced team dedicated to a feel-good lifestyle brand. Team members enjoy a values-driven organization with an open-door policy, company parties, and countless community discounts. Full-time team members receive excellent compensation, including a competitive wage, bonus incentive program, and comprehensive benefits. Additional perks include a longevity bonus.