Specialist, Consumer Relations

Position Title: Consumer Relations Specialist (North America/Latin America)

Location: Remote (close to Morris Plains, NJ to come in as needed)

Reports to: Consumer Relations Manager (North America/Latin America)

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

The position is for a Specialist in Consumer Relations with primary focus on voice of the consumer, as well as ensuring the North American and Latin America regions are working optimally as it pertains to Retail Hair Consumer Relations. Contact center adherence plays a key role in this position.

KEY RESPONSIBILITIES

• Provide oversight, guidance, and services with respect to quality management systems to measure, report and promote conformance to policies and procedures, performance goals, and all applicable quality regulations and standards
•  Handling of outbound (and sometimes inbound) calls or other methods of inquiries from consumers and other departments 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 the Consumer Relations CRM for accuracy and completeness
• Identify trends and serious complaints/health related events for immediate escalation to the Cosmetovigilance team or Consumer Relations Manager
• Effectively utilize product and quality knowledge to provide the consumer the 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 to protect the business from negative publicity or loss of consumers due to negative word of mouth
•  Manage internal email inbox to ensure proper routing of consumer inquiries
• Work with consumer and management to handle escalated complaints, such as hair color correction and insurance claims
• Participate in call calibration to monitor quality of call center phone calls, chats, and emails, and then give appropriate feedback
• Manage order process for replacement products on site and through Fulfillment Center when applicable
• Manage database for standard responses regarding accuracy and relevance
• Ability to effectively utilize digital tools (social media, messenger apps, etc.) to communicate with consumers as needed
•  Be the Voice of the Consumer to the business always

QUALIFICATIONS

• Minimum of 5 years in the Consumer Relations or Customer Service industry
• Proven experience in a role where call monitoring and scoring is a job focus
• Strong ability to provide constructive feedback regarding communication between contact center and consumer
• Proven experience in the ability to work independently
• Experience in responding to reviews on public websites and bringing those comments to the attention of management for further escalation, when needed
• Ability to meet deadlines while being flexible to changes in priorities and interruptions as well as in working hours
• High energy and high capacity to manage multiple priorities under time-pressure

We disclose the compensation range for positions in compliance with local law. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, skills and in comparison to internal incumbents currently in similar roles. Pay Range: $60,000-$80,000 salary per year. The range listed is just one component of Wella Company's total rewards package for employees. Other rewards may include annual bonus plan or variable pay, depending on the role. In addition, Wella Company provides a rich variety of benefits to employees, including health insurance, life and disability insurance, 401(k) retirement plan, paid holidays and paid time off (PTO).

NOTICES 

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, please email NA.Recruiting@wella.com. This email account will not respond to inquiries regarding the status of a candidate’s application.

Information regarding your rights: Know Your Rights and Pay Transparency Nondiscrimination Provision

EEO OPPORTUNITIES

We offer equal employment opportunity to qualified individuals without regard to race, 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 federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact us at: https://www.wellacompany.com/consumer-affairs

We strongly believe that cultivating a diverse workplace gives a company strength. The combination of unique skills, abilities, experiences, and backgrounds creates an environment that produces extraordinary results. EOE Minorities/Females/Protected Veterans/Disabled.

English - Please click on this link to review the Notification of Equal Opportunity Rights poster

Español - Por favor, haga un clic en el enlace para revisar el poster de la Ley de los Derechos de Igualdad de Empleo

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