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Beiersdorf · 2 weeks ago

Costumer Representative, Communications & Training

Stamford, CT

Full-time

Hybrid

Mid, Senior Level

3+ years exp

Beiersdorf is a global company focused on providing innovative skin and sun care solutions. They are seeking a Customer Representative to localize and execute the global training agenda, manage consumer interactions, and resolve sensitive cases while collaborating with various teams to enhance product communication.

BeautyHealth CareManufacturingService Industry

Responsibilities

Localize & Execute Global Training Agenda in U.S

Collaborate with Global CIM team on adaptation of best-in-class interaction 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

Monitor quality of consumer interactions and address gaps

Serve as single point of contact internally & externally (for Transcom) regarding questions that require additional research/ re-direction

Identify sensitive cases and create a plan of action commensurate with degree of risk

Alert and escalate if a situation has potential to become a crisis

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

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 across multiple platforms

Qualification

Market ResearchSalesforce Lightning Service CloudTraining DevelopmentSAPConsumer InsightsStakeholder ManagementProcess ImprovementCommunication SkillsCritical ThinkingInterpersonal Skills

Required

Bachelor's Degree preferred (QM, Consumer Insights, Marketing, Psychology/ Sociology, English, Communications or related fields)

Computer skills (Windows, Office; SAP)

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

Fluent in spoken and written English with excellent written & verbal communication skills

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 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