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Member Services Associate (Bilingual required)
About the position
The Member Services Associate is the first point of contact for A.A. 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 NetSuite 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, resolves order issues, handles credit card contributions, and processes customers invoices in a timely, accurate and efficient manner. This is a great opportunity for a bilingual (Spanish-English) professional who passionate about supporting a mission driven organization. The role is ideal for someone who enjoys problem-solving, values precision, and takes pride in consistently delivering exceptional customer service to make a meaningful impact.
Responsibilities
- Maintains accurate group and individual records in NetSuite; create accounts for AA and non-AA entities and update tax-exempt information as needed.
- Logs correspondence, phone calls, and e-mails to avoid duplications.
- 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 file all completed orders and pick packs. Edits literature orders as requested.
- Research group and members information in NetSuite to properly process credit card contributions. Ensures accuracy of contribution type.
- Manages and maintains productivity logs in Excel/NetSuite.
- Complete additional projects as needed.
- Responds to members inquiries related to Group, Area and District records. Update GSO entities and IGCO records. Process credit card contributions, provide quotes, product pricing, quality, availability.
- Generates invoices and contribution acknowledgement letters. Verifies outgoing invoices for accuracy and corrects errors and/or discrepancies.
- 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.
- Research and processes credit memos, debit memos, and return authorization according to established procedures.
- Reviews and verifies fulfillment and backorder reports; fulfills orders in NetSuite; communicates with warehouse and customers.
- Provides timely updates to Member Services Manager on service failures and customer concerns.
- Provides backup assistance to front desk as needed.
- Overtime with notice is required.
- 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 the warehouses to ensure that the issue has been resolved.
- Manages and maintains detailed error log report to determine the percentage of warehouse error; updates and distributes error log and misprint reports monthly to the manager.
Requirements
- Proficiency in Microsoft Word, Excel and Outlook. Knowledge of NetSuite 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 practical experience.
- 2+ years’ experience in customer service required.
- Bilingual English/Spanish is required.
Nice-to-haves
- Accounting experience is a plus.
- Bilingual English/French is preferred.
Benefits
- AAWS offers outstanding health benefits including majority employer paid medical, dental and vision and an employer-funded health reimbursement account.
- Long- and short-term disability and life insurance is provided at no cost to our employees.
- We offer generous paid time off including 3 weeks of vacation to start, 10 sick days, personal days, and paid holidays.
- Additional benefits include a 403(b) plan with up to 7.5% employer contribution, tuition reimbursement program, and salary continuation program, all of which are available after 12 months of employment.
