Specialist Consumer Relations (m/w/d)

Position Title: Consumer Relations Specialist

Location: Darmstadt, Germany

Reports to:  Manager, Consumer Relations

Direct Reports: N/A

Scope / Brands:  Global Professional Brands, Social Media

ABOUT THE WELLA COMPANY

Together, WE enable individuals to look, feel, and be their true selves.

Wella Company is one of the world’s leading beauty companies, comprised of a family of iconic brands such as Wella Professionals, Clairol, OPI, Nioxin and ghd. With 6,000 employees globally, presence in over 100 countries, Wella Company and its brands enable consumers to look, feel, and be their true selves. As innovators in the hair and nail industry, Wella Company empowers its people to delight consumers, inspire beauty professionals, engage communities, and deliver sustainable growth to its stakeholders.

For additional information about the Wella Company please visit www.wellacompany.com.

THE ROLE

We are looking for a Specialist in Consumer Relations with primary focus on working with our global contact center in relation to Professional products purchased by consumers. This position will also assist in tracking social media complaints and ensuring they are accurately entered into our CRM software and filtered to the correct departments for monitoring and possible process improvements.

KEY RESPONSIBILITIES

• Provide oversight, guidance and services to our outsourced contact centers globally in relation to inquiries and escalated issues involving our consumers who purchased and are using products from our Professional product lines.
• Handling of incoming calls and other methods of inquiries from our agents regarding the quality, performance or safety of our products in a manner that is professional, efficient, and consistent with company policy.
• Capture, record and track consumer contact data in CRM database for accuracy and completeness
• Work with contact center and Consumer Relations Manager to identify trends and serious complaints/health related events, and to accurately report them according to regulatory guidelines.
• Effectively utilizes product and quality knowledge in order to provide the consumer any information that is relevant and helpful in addressing issues or concerns
• Must be able to identify potential risk contacts and escalate to the business in a timely fashion in order to protect the business from negative publicity or loss of consumers due to negative word of mouth

• Accurately record, track, and report social media inquiries and complaints, for proper trend analysis related to Professional products purchased by end consumers.
• Assist the brands in training and updating training materials of Professional product lines for our contact centers globally, to ensure the agents have proper product knowledge
• When needed, assist the Consumer Relations Retail Hair/OPI team on escalations and reporting.
• Attend and contribute to regular call calibrations with our contact centers in relation to calls received from consumers who are using our Professional lines of product.

• Assist when needed with the internal Consumer Relations email inbox to ensure proper routing of consumer inquiries
• Send Consumer Complaint Samples to appropriate QA lead factory team for testing of returned products when applicable

• Assist in managing knowledge database for standard responses regarding accuracy and relevance for consumers regarding our Professional product lines
• Ability to effectively utilize digital tools (social media, messenger apps, etc.) to communicate with consumers and contact center as needed
• Be the Voice of the Customer to the business always

QUALIFICATIONS

• Experience working directly with contact centers as well as other internal departments
• Bachelor’s degree in a relevant field, or at least 2-3 years of professional experience in a customer helping position combined with a completed apprenticeship and proven role-specific skills.
• Proven experience in a role where call monitoring and scoring is a job focus
• Ability to work independently with effective problem-solving skills. Knowing when to reach out for support
• Strong proactive, analytical, problem-solving skills and mindset
• Excellent communication and influencing skills
• Embraces and accelerates change in a fast-paced environment
• Strong ability to provide constructive feedback to call center management team regarding communication to consumer
• Passion and enthusiasm for multi-functional teamwork and lead
• Accountability and follow through attitude
• Willing to help others, respects different cultures / approaches, recognizes the contribution of others
• Excellent understanding about customer service/consumer relations
• Organizational Talent
• Structured, effective and sustainable action
• Customer, Consumer and results oriented way of working
• High flexibility and fast adaptation of changes
• Team player and networker

WHAT YOU CAN EXPECT AT WELLA 

• A diverse and dynamic team; passionate about Haircare 
• Attractive salary package with a wide range of benefits 
• Free company parking as well as central location and good public transport connections 
• Promotion of personal potential and individual career paths 
• Support during the induction period and the opportunity to take on responsibility at an early stage 
• Flexible working hours and the opportunity to work from home 
• A collegial working atmosphere at an employer with an appreciative corporate culture 
• Open communication and an international as well as diverse environment in which the "WE" is in the foreground! 

Become a part of the "WELLA- family" - we live our values! #wellafamily #WellaCareers

EQUAL EMPLOYMENT OPPORTUNITY

We offer equal employment opportunity to qualified individuals without regard to ethnical origin, religion, color, national origin, age, gender, disability, sexual orientation, gender identity, gender expression, marital status, veteran status, or any other characteristic protected by law. Wella Company with disability laws and makes reasonable accommodations for applicants and employees with disabilities.