Consumer Relations Representative

Summary

Respond to our consumers on behalf of Bigelow using the company’s voice, demonstrating our values and company’s mission statement. Respond via phone, e-mail, and letters in an established time frame, using company language. Provide accurate information to consumers . Report to Consumer Service Supervisor, on any issues or trends concerning Bigelow products or services.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide written and verbal response to our consumers’ inquires and complaints under the guidance of senior management and team leadership members. Input all consumer correspondence, phones, emails and letters into the Wilke CRS System.
• Respond to e-mails received via web page and download into the Wilke CRS System. Forward any correspondence to the appropriate department and follow up as necessary.
• Mail out consumer response letters with appropriate enclosures on a daily basis, per procedure.
• Notice any trends or problems with Bigelow products or services, and notify appropriate management.
• Update question and answer information utilized by department in Wilke CRS as well as Consumer Service General Drive in Windows Explorer.
• Process all returns from consumers that require additional follow-up in the Laboratory/Quality or Manufacturing. Processing of all returns must be handled according to policies in place.
• Handle any special projects/reports assigned by the Consumer Services Supervisor, including running of reports as needed.

QUALIFICATIONS

To perform this job successfully, candidate must have superior communication (listening, verbal, & written) and relationship-building skills. An individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work well with all levels of corporate leadership to provide appropriate oral and written responses to consumers from multiple channels; primarily phone and emails in addition to website and social media landscapes.
• Experienced in working effectively on cross-functional teams to achieve common goals, with proven ability to think critically to solve problems.
• Ability to meet deadlines and completion of daily workflow while demonstrating professionalism under pressure.
• Customer Service experience in a Consumer Products company a plus.
• Ability to deal with highly sensitive and confidential information and to think objectively, based on the larger picture.
• Ability to work under pressure, manages stress, and maintains a positive attitude, while prioritizing and executing tasks.
• Successful candidate will value our consumers and thrive in a family company environment.
• Experience in Social Media landscapes a plus.

Job Type: Full-time

Required education:

• Associate

Required experience:

• Customer Service: 2 years