Customer Affairs Representative

The purpose of this role is to:

1. Maintain high quality consumer service in the U.S. through an external provider (Transcom) with supporting technical services/ tools and updated training.
2. Identify sensitive cases and manage resolution with key cross-functional teams including PR, Quality and Legal
3. Identify consumer trends/ insights from analysis of consumer feedback data that impact success of our brands.
4. Maximize the relationship between Transcom and Beiersdorf by understanding current consumer care processes and making recommendations on how to improve processes in the future and identify appropriate resources.

Coordinate Medical Donations

• Review and approve Medical Donation requests from consumers
• Process Medical Donation shipments with fulfillment agent to qualified consumer

Localize & Execute Global Training Agenda in U.S.

• Collaborate with Global CIM team on best-in-class interqaction guidelines/ communications with consumers (across platforms) in accordance with U.S. regulations.
• Augment Global training content with development/ execution of local modules, reflective of local product portfolio (and update to accommodate changes over time).
• Collaborate with Marketing Brand Teams via Brand Ambassador Program to identify key information on all new products/ programs.
• Review Charter Plans to identify key dates in marketing launch calendar.
• Create and update product FAQs in collaboration with Marketing, Legal & Regulatory
• Develop & refine SOPs to ensure consistent handling of consumer contacts.

Manage and Track Sensitive Cases/ Escalations from Intake through Resolution

• Serve as single point of contact internally & externally (for Transcom) regarding questions that require additional research/ re-direction.
• Identify sensitive cases and escalate to appropriate internal stakeholders (including PR and Social Media teams as needed) and execute action plan with Quality & Legal guidance.
• Provide management, quality management (including Coppertone Quality & MU Quality), marketing and other relevant stakeholders with processing & tracking updates on number and handling of sensitive cases, with process optimization recommendations for mitigating risk.

Address Escalations in Ratings & Review and ASK Channel (across all brands, including Aquaphor, Eucerin, NIVEA and Coppertone)

• Monitor/ manage escalations (including adverse event/quality complaints) that may appear in reviews
• Make the final determination on reviews that should be rejected vs. reviews that should be posted based on internal/ legal guidelines
• Assess current process for responding to Ask Channels (including Amazon, BJs, Sam's Club, Target, Walmart, Ulta) and recommend improvements

Execute & Optimize Global Consumer Interaction Strategy in U.S.

• Monitor, track and optimize performance of Transcom service in the U.S., in collaboration with Transcom U.S. Team Leader (tracking KPIs & initiating corrective action as needed).
• Create performance tracking system using internal resources & systems.
• Drive overall efficiency/ improvements by optimizing technical support systems/ tools and establishing standards/best practices in the MU (that can be shared globally for broader impact).
• Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing and route to relevant groups/ channels for resolution

Maintain Tools & Systems Required in US

Minimum of 3-6 years of experience in roles within: Marketing/Consumer or Market Research or Digital & Media/E-Com and Quality Management

Further expereince:

• Experience in market research is beneficial
• Experienced Salesforce Lightning Service Cloud and Microsoft Power BI user, ideally with experience in 2nd level support and trainings
• Fluent in spoken and written English
• Business acumen
• Strong stakeholder management
• Ownership mentality
• Process improvement & continuous learning mindset
• Ability to navigate complexity and ambiguity
• Must have experience effectively collaborating and influencing others
• Proven ability to with analyze and turn insights into action
• Ability to seek impact not harmony, while challenging appropriately
• Apply critical thinking and challenge the status quo
• Strong interpersonal and communication skills, both written and verbal
• Must be able to work independently in a fast paced, lean organization and be very organized and detail oriented
• Ability to prioritize work
• Experience establishing a new role and establishing new ways of working

Bachelor's Degree preferred (QM, Consumer Insights, Marketing/ Economics or related fields)