Consumer Affairs Specialist
hace 3 semanas
No Relocation Assistance Offered
151634 - Del.Miguel Hidalgo, Mexico City, Mexico
**Job Summary**
To facilitate the consumer experience for all Colgate-Palmolive brands across primary service channels including contact center, website, and social media by ensuring that all consumer and contact-center facing information is accurate, clear and concise and the consumer contacts are handled. Also responsible for providing the operational leadership to the Community Management operation, which is under the same contact center infrastructure. In addition, monitors data daily to support our quality initiatives, to ensure regulatory compliance (pharmaco/cosmetovigilance) and protect and enhance our company reputation to win profitable, long-term consumer relationships. Moreover, as the “voice of the consumer” this position supports processes to communicate consumer reality that ultimately turn into a competitive advantage to Colgate brands.
**Principal Duties and Responsibilities**
- Ensures daily operational excellence of the local contact center and delivery of all performance and service KPIs;
- Manage the social media and digital aspects of the operation, including social listening, community management and consumer ratings and reviews.
- Partner with Global Consumer Affairs team to conduct compliance checks of vendor operations to ensure they are within global standards & best practices
- Deliver training and key issue management learning to vendor
- Maintain direct contact with Vendor and ensures Compliance
Partner with Vendor to test & deploy new Consumer Affairs capabilities & provide feedback Surface emerging business issues, including social media, and recommends forward action plans to address them
- Responsible for ensuring all consumer contacts are handled and brought to completion, including investigation and resolution of product liability cases. This includes managing the “Consumer Affairs Designee” network and/or fulfillment houses involved in the process of product retrieval/replacement;
Leads Consumer Satisfaction initiatives as well as action plans based on the findings; Establishes close relationship with trainer at the Vendor
- Responsible for keeping training files accurately maintained, updated according to appropriate training requirements
Ensure all company policies relevant to consumer protection is enforced (i.e. privacy policy) Keep up to date of current consumer and shopper trends through professional memberships, benchmarking and training
**Education, Experience, & Skill Requirements**
Basic requirements include: (note, these are non-negotiable requirements for the job and cannot be changed after grading/posting)
- Bachelor’s degree in Business or related courses
- Languages: Fluent in English, Intermediate Spanish
- Experience in vendor management required
Experience in KPI management in the CEC/Consumer Service Environment required Knowledge and familiarity with the different service channels (Social Media, Reclame Aqui, webchat, Ratings &Reviews)
Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.
Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet.
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