Representative Business Support – Shift 2:30am-11pm job – Avon – Springdale, OH

Representative Business Support – Shift 2:30am-11pm

Avon

2,891 reviews


Springdale, OH

New Avon LLC is the leading social selling beauty company in North America. We became a private company in March 2016, when Avon’s North American business separated from the global, publicly-traded company, Avon Products, Inc. Our company has nearly 400,000 independent sales Representatives across the United States, Puerto Rico and Canada, and generated over $1 billion in revenue during 2015. New Avon’s product portfolio includes award-winning skincare, color cosmetics, fragrance and personal care products, featuring iconic brands such as Avon Color, ANEW, Avon Care, Skin-So-Soft, and Advance Techniques.

For more than 130 years, the Avon brand has stood for beauty, innovation, optimism and, above all, for women. This includes proudly supporting the Avon Foundation for Women in its efforts to end breast cancer and domestic violence. We are committed to a purpose of changing women’s lives – enabling Representatives to build successful businesses that provide an avenue to financial independence and opportunity.

It’s an exciting time to join New Avon. We are transforming one of America’s most iconic brands and building a modern, contemporary experience for our Representatives and their Customers. We are looking for change agents who are inspired by the opportunity to build New Avon’s future. Join us and be part of a team that is re-igniting an American icon.

New Avon’s Customer Insight Center, located in Springdale, Ohio, handles the customer service needs of the independent sales representatives, and is also tasked to use the insights gleaned from our interactions with representatives to improve our business processes. The Customer Insight Center is itself transforming, adding new functions, staff, and technologies to provide a world-class customer experience for our representatives as they build their Avon businesses.

The Representative Business Support is one of the newly created positions.

More specifically the Representative Support Associate will:

  • Maintain product database by inputting and updating product information to ensure accuracy and timely availability.
  • Work with Marketing, Engineering, R&D, Communications, and Sales to obtain/create new product Q&As and maintain existing product information.
  • Resolve escalated product category issues, determining appropriate action by notifying Supervisor and/or applicable departments of potential challenges and provide corrective action/suggestions where applicable.
  • Maintain inventory and display of products, keeping current by campaign.
  • Update key contacts: daily/weekly/monthly on open issues; emerging product issues, FAQS, and most requested product.
  • Respond to escalated calls/email on categories when information is not readily available to Information Specialists.
  • Develop a working knowledge of the Operations Bulletins, Fact Guides and Sales Meeting Bulletins for information regarding Instant Delivery/Commitment programs, Caselot offers and Preferred Preview programs.
  • Answer phone and electronic mail inquiries in support of Sales initiatives and strategies. Dispositions each contact through conclusion, making the appropriate account adjustments and providing clear resolution information to the impacted Representative or Manager.
  • Support team members in managing the daily workflow and various process responsibilities of the Representative Business Support Specialist team.
  • Identify unusual information patterns, specific problem areas and resolves when appropriate. Notify Supervisor and/or Team Leader of potential challenges and provides corrective action suggestions where applicable.
  • Review and process Caselot/Large order forms to assure approval process has been completed. Work closely with Customer Insight Center partners and District/Division Managers to ensure timely and accurate delivery of bulk orders.
  • Responsible for the receipt, tracking and entry of all Instant Delivery, Commitment and Reconciliation Forms and logs the receipt accordingly.
  • Enter incoming Commitment forms for processing to ensure that they are processed per established guidelines.
  • Troubleshoot and resolve technical challenges/data entry errors Managers experience with the eCommitments website
  • Report information to New York partners upon request for activities relative to Instant Delivery/Commitments, Caselot/Large orders, Preferred Preview offers. Reviews Instant Delivery chargeback process and applies transactions to Representative accounts to ensure compliance with established procedures.

Qualifications:

  • High school diploma, GED or equivalent experience required; 2 year college degree preferred.
  • 1 to 2 year(s) experience in New Avon Customer Insight Center environment with Contact Center certification preferred and/or equivalent external call center experience.
  • Strong verbal and written communication skills. Must have ability to construct effective sentences, reply in a friendly and professional tone, project enthusiasm and connect in conversation/through the written word.
  • Strong interpersonal skills with the ability to reflectively listen and demonstrate empathy.
  • Demonstrated ability to learn and gain an understanding of New Avon Websites, New Avon Literature and other New Avon internal resources to pro-actively research complaint/issue.
  • Ability to self-direct along with strong time management skills.
  • Ability to diffuse Representative/consumer situations and adeptly negotiate on the highest level to ensure containment of volatile situations to reduce/eliminate legal/media risks.
  • Strong organizational skills and ability to prioritize.
  • Able to manage cumulative ongoing situations efficiently.
  • Ability to differentiate among appropriate resources throughout New Avon to ensure involvement of appropriate critical contacts
  • Ability to utilize separate technologies simultaneously.
  • Technical skills include:
    • Typing 35 WPM
    • Word Basic Level Required
    • Excel Basic Level Required
    • Wonderlic Math Level 1 & Verbal Level 2 Required

2,891 reviews

Everyday, Avon brings beauty to the lives of women all over the world. At Avon, beauty means finding the right lipstick shade for a…

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