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Beiersdorf · 1 week ago

Costumer Affairs Representative, Technical Services & Technology Solutions

Stamford, CT

Full-time

Hybrid

Mid Level

3+ years exp

Beiersdorf is a global company focused on providing innovative skin and sun care solutions. The Costumer Affairs Representative will maintain high-quality consumer service and analyze consumer feedback to enhance brand success.

BeautyHealth CareManufacturingService Industry

Responsibilities

Maintain high quality consumer service in the U.S. through an external provider (Transcom) with supporting technical services/ tools

Identify consumer trends/ insights from analysis of consumer feedback data that impact success of our brands

Execute & Optimize Global Consumer Interaction Strategy in U.S

Collaborate with Global CIM team on best-in-class management and activation of consumer feedback in accordance with global/ local guidelines, regulations and SOPs

Monitor 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)

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)

Manage updates of Product Reference Manual and Product Locator tools with Emplifi in conjunction with Salesforce to address consumer questions

Manage sample acquisition process with Hibbert

Manage resolution of system issues with IT/ Jira tickets & E-Comm

Track performance & progress by setting up reporting within the Salesforce Lightning Service Cloud, Microsoft Power BI dashboards and connected systems

Manage systems vendor partners (Hibbert, Emplifi) including budget, contract renewals and PO creation/ approval

Maintenance of Salesforce Product Hierarchy leveraging the SAP feed to ensure accuracy of U.S. data

Provide Management, Quality, Marketing and other stakeholders with relevant information and analyses about consumer feedback (complaints, issues, trends) to reduce risks and create opportunities

Act as single point of contact for Consumer Care in the U.S. (for Global CIM and Transcom)

Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing and route to relevant groups/ channels for resolution

Review and respond to ratings and reviews and 'Ask' questions across multiple platforms. (During Pinchme programs or high volume that occurs sometimes with reformulations time required will increase)

Ask Amazon responses

Qualification

Salesforce Lightning Service CloudMicrosoft Power BISAPMarket ResearchConsumer InsightsStakeholder ManagementProcess ImprovementPrioritizeCritical ThinkingInterpersonal SkillsCommunication SkillsOwnership Mentality