Specialist Consumer Engagement Svcs

4 days ago

Solon, United States Nestle Full time

Foods people love. Brands people trust. And a career that nourishes your future like no other.

If you‘re driven by the passion to do something meaningful that changes lives, Nestle is the place for you. Nestle USA is one of seven operating companies that make up Nestle‘s presence in the United States. We‘re in 97% of American homes, and as the leading food and beverage company, our goals are to continue to deliver quality food and beverage products, strengthen our local communities, and reduce our environmental and climate impact.

We‘re determined to challenge the status quo and be better tomorrow than we are today. As individuals and teams, we embrace our entrepreneurial culture and have created a workplace where collaboration is essential, courage is rewarded, speed is expected, and agility is the norm to delight our consumers every single day. Here, you will find limitless opportunities to learn and advance your career and feel empowered to succeed in the workplace and beyond. Because our focus is not only on nourishing our customers, but also about enriching you.

This position is not eligible for Visa Sponsorship.

Develops and communicates relevant and accurate information to the Consumer Engagement Center (CEC), based on deep & intimate knowledge of the business (products and brands) AND the consumer, ultimately helping to support a best in class consumer experience

  • Communicates relevant brand and business updates to CEC (new and existing products, programs, promotions and availability)
  • Researches and develops responses to specific issues across traditional and digital contact channels
  • Maintains responsibility for Knowledge Base tool for accuracy and completeness
  • Conducts coaching and training of Engagement Center representatives and/or coordinate brand training efforts including holding focus group meetings as needed
  • Reviews and analyzes consumer feedback and reporting for accuracy, identifying possible coaching opportunities
  • Maintains automated consumer information applications (IVR) content - facilitates updates as needed
  • Reviews and approves division/brand packaging, promotions and consumer facing material

Monitor Consumer Satisfaction (CSAT) and drive initiatives to correct/improve results

  • Participates in calibration monitoring sessions
  • Resolves escalated consumer complaints and inquiries promptly (all channels, including Social Media)

Uncover insights that answer business and brand questions

  • Prepares ad hoc reports in response to client requests
  • Prepares insights and analysis as needed; utilizing various reporting tools
  • Conducts random and scheduled audits of contact data to ensure accuracy
  • Coordinate report updates and maintain distribution lists

Develop and maintain collaborative relationships with Nestle internal departments and respective agencies

  • Cross functional collaboration with: CES Global, Marketing, Division and Factory QA, Technical Applications Group, Regulatory Affairs, Legal, Corporate and Brand Affairs, Nestle Quality Assurance Center, retailers, insurance carrier, promotion and fulfillment agencies and any other critical touch point to support the business
  • Coordinates timely resolution of Consumer Escalations with Nestle internal departments
  • Meets regularly with internal departments, such as Marketing, and maintains Marketing Calendar


Provides back up to other CES Specialist(s) and/or Manager(s) as requested

  • Requires after-hours/weekend support on occasion

Subject Matter Expert (SME) for Salesforce OMNI crm & Knowledge Base

  • Attend virtual OMNI meetings hosted by Global CES
  • Work with manager to identify ways of working, best practices
  • Document and train crm processes
  • Build MACROS and Scripts in OMNI
  • Special projects and additional duties as assigned

Education and Requirements

  • College degree required
  • Experience with contact center operations in a modern, omni channel, consumer care environment
  • Requires travel to outsource partner (2-3 times annually) and occasional travel to factories
  • Must have a ‘consumer obsessed‘ mindset: Demonstrated by a focus on and commitment to understanding and satisfying consumer needs and preferences
  • Preference given to candidates with the following experience:
  • Minimum 4+ years in consumer services function is preferred, working with brands and packaged goods experience a plus
  • Proven success analyzing and identifying consumer feedback trends and actionable insights for key stakeholders
  • Experience working with multinational stakeholders

Skills:

  • Excellent verbal and written communication skills
  • Ability to take initiative and seek out innovative ideas
  • Collaboration and build strong relationships with key stakeholders
  • Strong consumer resolution skills with proactive approach
  • Omni Channel consumer care experience
  • Good project management skills
  • Thrive in agile environment, ability to prioritize effectively and flexible to business needs
  • Strong understanding of social media care and is adept at using platforms
  • Ability to quickly pick up new tools
  • Salesforce Service Cloud (or other comparable crm platform), Sprinklr, Microsoft Office including Excel and PowerPoint, Power BI or other reporting platform/tools
  • OTHER PLATFORMS/SOFTWARE: Alinea, Adobe Acrobat/Reader, Ratings & Review platforms such as BazaarVoice or Power Reviews, YOGI

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you‘re at the forefront of our minds as we recruit top talent to join Nestle. The skills you‘ve gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestle seeks such skilled and qualified individuals to share our mission where you‘ll join a cohort of others who have chosen to call Nestle home.

The Nestle Companies are an equal employment opportunity and affirmative action employer seeking diversity in qualified applicants for employment. All applicants will receive consideration for employment without regard to race, ethnicity, color, gender, gender identity, age, religion, national origin, ancestry, disability, perceived disability, medical condition, genetic information, veteran status, sexual orientation, or any other protected status, as defined by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at or please dial 711 and provide this number to the operator: .

This position is not eligible for Visa Sponsorship.


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