Consumer Affairs Representative, Technical Services & Technology Solutions

Consumer Affairs Representative, Technical Services & Technology Solutions

Be among the first 25 applicants.

Maintain high‑quality consumer service in the U.S. through an external provider (Transcom) with supporting technical services and tools.

Identify consumer trends and insights by analyzing consumer feedback data that impact the success of our brands.

• Collaborate with the Global CIM team on best‑in‑class management and activation of consumer feedback in accordance with global and local guidelines, regulations and SOPs.
• Monitor and optimize the performance of the Transcom service in the U.S., in collaboration with the Transcom U.S. Team Leader (tracking KPIs & initiating corrective action as needed).
• Drive overall efficiency and improvements by optimizing technical support systems and tools, and establishing standards and best practices in the MU (that can be shared globally for broader impact).

• Manage updates of Product Reference Manual and Product Locator tools with Emplifi in conjunction with Salesforce to address consumer questions.
• Manage sample acquisition process with Hibbert.
• Manage resolution of system issues with IT/Jira tickets and E‑Comm.
• Track performance and progress by setting up reporting within the Salesforce Lightning Service Cloud, Microsoft Power BI dashboards, and connected systems.
• Manage systems vendor partners (Hibbert, Emplifi) including budget, contract renewals and PO creation/approval.
• Maintain Salesforce Product Hierarchy leveraging the SAP feed to ensure accuracy of U.S. data.

• Provide Management, Quality, Marketing, and other stakeholders with relevant information and analyses about consumer feedback (complaints, issues, trends) to reduce risks and create opportunities.
• Act as the single point of contact for Consumer Care in the U.S. (for Global CIM and Transcom).

• Review all incoming mail and retrievals to Stamford HQ, prioritize for processing and route to relevant groups and channels for resolution.

• Review and respond to ratings and reviews and "Ask" questions across multiple platforms during high‑volume periods.
• Respond to Amazon "Ask" queries.

• Bachelor’s Degree preferred (QM, Consumer Insights, Marketing/Economics or related fields).
• Computer skills (Windows, Office; SAP).
• Minimum of 3‑6 years of experience in Marketing/Consumer, Market Research, Digital & Media/E‑Com and Quality Management.
• Experience in market research is beneficial.
• Experienced Salesforce Lightning Service Cloud and Microsoft Power BI user, ideally with experience in 2nd level support and training.
• Fluent in spoken and written English.
• Business acumen, strong stakeholder management, ownership mentality.
• Process improvement & continuous learning mindset.
• Ability to navigate complexity and ambiguity.
• Strong analytical and communication skills.
• Highly organized, detail oriented, able to prioritize work independently.
• Experience establishing a new role and new ways of working.

Beiersdorf is a global company with iconic brands—Coppertone, Aquaphor, Eucerin, and NIVEA—focused on providing innovative, clinically‑proven skin and sun‑care solutions to more than 500 million consumers in over 200 countries.

• Generous and flexible PTO policy
• Paid parental leave
• Comprehensive wellness and benefits program
• Cash balance plan (similar to a pension)
• 401(k) match
• Diverse employee resource groups and affinity groups
• Hybrid work model (at least 3 days on‑site)

Beiersdorf is an Equal Opportunity Employer. We value diversity and strive to provide equal opportunities to all applicants, regardless of gender, sexual identity, nationality, ethnicity, religion, disability or age.

Apply now to join our team and help us keep our consumers confident in their skin.