Marketing Services Customer Support Supervisor

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. With annual revenue consistently exceeding $2 billion, Melaleuca employs over 4,000 team members and operates in 19 countries, positioning itself for rapid growth in the coming years.

About the Role

The Services Customer Support Supervisor oversees and works alongside a team handling support, retention, and renewal for all Melaleuca Services customers. The role involves supervising Specialists who manage telephone customer support for existing customers with questions about service, billing, technical support, change requests, cancellations, or other escalated issues. The Supervisor aims to resolve customer issues on the first call and retain customers using an approved tiered support program.

Responsibilities

• Receive inbound service requests efficiently and professionally to resolve issues on the first call wherever possible.
• Send outbound communications (phone, email, mail, fax) to existing customers to resolve concerns and maintain strong customer relationships.
• Process escalated customer service requests from frustrated customers with a positive attitude.
• Track and report daily activities through the scorecard statistics reporting system.
• Follow through on customer activities to ensure no customer is overlooked.
• Respond to Marketing Executive requests to interpret commission reports.
• Collaborate with team members to accomplish department goals.

Requirements

• Customer support or customer service experience (Melaleuca experience preferred).
• Thorough knowledge of company policies, procedures, and the marketing plan.
• 10-key by touch and 45 WPM typing speed.
• Strong organizational and detail-oriented skills.
• Ability to analyze problems and create solutions.
• Ability to work independently, professionally, and follow through on projects.
• Strong prioritization and organizational skills.
• Ability to maintain confidentiality in sensitive areas.
• Excellent written and verbal communication skills.
• Ability to work under stress.
• Proficiency with Outlook, Excel, Word, and other office software.
• Ability to sit with intermittent walking and perform manual tasks (e.g., stapling, collating, filing, typing).
• Strong communication skills (hearing and speech) for in-person and phone interactions.
• Ability to read reports and computer screens.
• Good math skills (addition, subtraction, multiplication, division).
• Strong customer relation skills for conflict situations.
• Ability to lift a minimum of 40 lbs.
• Associate’s Degree preferred.
• Ability to perform essential duties and responsibilities efficiently and accurately.

Benefits

• Competitive wage and bonus incentive program.
• Comprehensive benefits for full-time team members, including a longevity bonus.
• On-site amenities: fitness center, free concierge service, and a restaurant.
• Company parties and community discounts.
• Open-door policy and a family-like, values-driven culture.