Specialist Consumer Relations (m/w/d)

Function: R & D

Location:

HE, DE

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Work Arrangement: Hybrid

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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

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