North America IIM & Consumer Quality

Your Tasks

• Support day‑to‑day oversight of Transcom performance, including KPI tracking, basic analysis, and helping manage escalations or complex cases.
• Assist in maintaining U.S. consumer‑care systems (Product Reference Manual, Product Locator, Salesforce Product Hierarchy) by updating content, checking accuracy, and coordinating with IT or vendors when issues arise.
• Coordinate activities with vendor partners (Hibbert, Emplifi), including helping with budgets, POs, contract renewals, IT support tickets, and Quality Management Review preparation.
• Review and route consumer mail received at U.S. headquarters, ensuring items reach the correct internal teams for follow‑up.

• Localize and maintain the Global Consumer Interaction Training Agenda for the U.S., ensuring materials reflect current products, claims, and regulatory requirements.
• Coordinate with Marketing and Transcom to prepare agents for innovation launches, new products, and consumer‑facing updates.
• Submit tickets for website content updates and maintain consumer‑facing FAQs based on trending inquiries, working with Marketing, Legal, Regulatory, and Quality to ensure accuracy.
• Support the upkeep of SOPs and interaction guidelines to ensure consistent, compliant handling of consumer contacts.

• Collect and review weekly Adverse Event (AE) reports, flag potential Serious AEs, and coordinate follow‑up with Quality/Regulatory.
• Maintain organized, audit‑ready AE documentation, including logs, decisions, and communications.
• Export, sort, and distribute weekly consumer complaint reports to PC and 3PM Quality teams, documenting rationale for cases not requiring investigation.
• Prepare monthly post‑launch complaint summaries for new products, highlighting early signals and sharing insights with cross‑functional teams.

• Collect & Present monthly complaint trending using Excel and BI tools, helping identify patterns, signals, and potential risks.
• Assist in coordinating complaint investigations with PCs, 3PMs, and the NA Manufacturing Quality Team, contributing to root‑cause analysis and CAPA documentation.
• Use internal benchmarks to help determine when trends may require escalation, investigation, or CAPA initiation, ensuring clear linkage between defect, root cause, and corrective action.

• Participate in weekly or biweekly IIM Project Core Team meetings, supporting risk identification and mitigation tracking.
• Prepare monthly summaries of complaint status, risks, and key decisions for the direct supervisor.
• Support FFPR reviews for launched or reformulated products by gathering data, entering findings in SAP, and coordinating cross‑functional inputs.
• Track follow‑up actions for conditionally released or rejected FFPRs to ensure quality risks are addressed and compliance is achieved.

• 1–3 years of experience in Quality or related fields OR relevant internship/co‑op experience.
• Interest in learning quality systems, consumer insights, and regulatory requirements; prior exposure is a plus but not required.
• Comfortable working with data and analytics in Excel and Power BI.
• Strong organizational skills with the ability to manage multiple tasks and follow structured processes.
• Clear communicator who can collaborate effectively across teams and ask questions to gain clarity.
• Detail‑oriented, curious, and eager to build expertise in consumer quality and innovation workflows.
• Ability to handle sensitive consumer cases with professionalism and sound judgment.

We care for skin. We care for our people. It all started with a pharmacist and a dream almost 140 years ago. Today, Beiersdorf is a global company with iconic brands – Coppertone, Aquaphor, Eucerin and NIVEA – focused on providing innovative, clinically‑proven and safe skin and sun care solutions to more than 500 million consumers in over 200 countries — making people feel comfortable in their own skin.

At Beiersdorf, we care beyond skin. We care for people — our employees, our customers, our consumers and our communities — and our planet. We know…