Compliance Service Representative

AMSOIL•Superior, WI

About The Position

AMSOIL is currently seeking a Compliance Service Representative. The Compliance Service Representative is responsible for a variety of compliance related duties, including enforcement of AMSOIL website & Internet advertising policies, investigating suspicious orders, investigating Dealer and/or customer complaints and utilizing various tools to monitor, detect and take the necessary actions to protect the AMSOILs brand across multiple online platforms. EXAMPLES OF WORK PERFORMED / ESSENTIAL FUNCTIONS: Policy Compliance & Dealer Support: Ensure AMSOIL Dealer policies regarding internet sales, website compliance, and other marketing policies are observed, and compliance enforced. Ensure the AMSOIL brand is protected, and internet-based marketing opportunities are equitable for all parties involved. Manage inbound complaints and proactively monitor eBay, Amazon, Facebook and other popular sites where AMSOIL products are commonly promoted improperly. Assist Dealers over the phone and via e-mail to help them effectively market the AMSOIL Brand online. Monitor the AMSOIL Dealer Forum to ensure policy compliance and professional behavior between Dealers. Work with legal and communications departments to enforce new policies and/or remove outdated marketing content. Brand Protection: Utilize tools such as RedPoints, Amazon Brand Protection, eBay Vero and Meta Brand Rights Protection to defend the AMSOIL brand by using them to monitor, detect, and remove unauthorized use of trademarked and copyrighted information and images. Manage RedPoints image portfolio to ensure that images are up-to-date and relevant to what is being posted within online marketplace listings. Fraud Detection & Compliant Resolution: Create new and use existing reports to identify potentially fraudulent orders, coordinate investigations, and ensure the proper corrective actions are taken. Identify areas where improvement can be achieved. Coordinate investigations and corporate responses to ethics, service and/or policy related complaints from customers and Dealers. Document evidence, communications, and other related information for investigations/complaints in the CRM system. Promptly and thoroughly review order monitoring cases, taking necessary actions to identify potential fraud and online sellers.

Requirements

High school diploma or equivalent required.
1-3 years of full-time customer service experience required.
Or an equivalent combination of education and experience sufficient to perform the essential functions of this job.
Extensive knowledge of AMSOIL products, marketing programs, policies, procedures and an understanding of Dealer business activities.
Have a thorough knowledge of the department’s procedures as well as company policies and goals.
Strong skills in operating a computer with proficiency in Microsoft Office Suite and other office specific software.
Skill and ability to operate and troubleshoot office machines, including computerized equipment.
Ability to develop and maintain effective working relationships with supervisors, co-workers, other staff, and members of the public.
Ability to communicate effectively, courteously and professionally with others in person and over the telephone
Strong public relations and customer service skills.
Knowledge of grammar and spelling to generate written communication and to interact with the public.
Knowledge of general office operating and organization procedures.
Strong analytical skills and advanced ability to conduct research online and in various company computer systems.

Nice To Haves

Bachelor’s degree in communications or business-related field preferred.
Experience with AMSOIL programs, policies, and procedures preferred.
Extensive knowledge of e-commerce and the Internet is preferred.

Responsibilities

Ensure AMSOIL Dealer policies regarding internet sales, website compliance, and other marketing policies are observed, and compliance enforced.
Ensure the AMSOIL brand is protected, and internet-based marketing opportunities are equitable for all parties involved.
Manage inbound complaints and proactively monitor eBay, Amazon, Facebook and other popular sites where AMSOIL products are commonly promoted improperly.
Assist Dealers over the phone and via e-mail to help them effectively market the AMSOIL Brand online.
Monitor the AMSOIL Dealer Forum to ensure policy compliance and professional behavior between Dealers.
Work with legal and communications departments to enforce new policies and/or remove outdated marketing content.
Utilize tools such as RedPoints, Amazon Brand Protection, eBay Vero and Meta Brand Rights Protection to defend the AMSOIL brand by using them to monitor, detect, and remove unauthorized use of trademarked and copyrighted information and images.
Manage RedPoints image portfolio to ensure that images are up-to-date and relevant to what is being posted within online marketplace listings.
Create new and use existing reports to identify potentially fraudulent orders, coordinate investigations, and ensure the proper corrective actions are taken.
Identify areas where improvement can be achieved.
Coordinate investigations and corporate responses to ethics, service and/or policy related complaints from customers and Dealers.
Document evidence, communications, and other related information for investigations/complaints in the CRM system.
Promptly and thoroughly review order monitoring cases, taking necessary actions to identify potential fraud and online sellers.