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Consumer Engagement Representative

Marketing and Product Mgmt

Charlotte, US

Customer Engagement Representative

For over 75 years, BIC has been creating ingeniously simple and joyful products that are a part of every heart and home.

As a member of our team, you'll be a part of reigniting a beloved brand as we continue to reimagine everyday essentials in new, sustainable and responsible ways.

Our "roll up your sleeves and get the job done" approach to work creates an environment where self-starters, problem solvers and innovative thinkers thrive. BIC team members are empowered to take ownership of their careers and bring their unique perspectives to the table to make a meaningful impact on our mission.

It's a colorful world - make your mark by joining the BIC team today.

Main Responsibilities/Tasks

• Process & Resolution of all consumer contacts via phone, letter & e-mail

• includes opening incoming mail, processing contacts in the consumer database, responding to consumers, assembling mailing materials and sending replacement products to consumers

• Provide returned products to Quality Assurance for examination

• Respond to direct messages from consumer via social media (Facebook & Instagram)

• Respond to consumer questions and reviews on BazaarVoice platform

• Review packaging artwork, promotions, social media posts, digital and print advertising, to ensure clear and concise communication to the consumers.

• Create and maintain quarterly reports summarizing consumer contacts

• Provide consumer insights to Marketing Teams via reporting and/or presentations

• Team collaborations with Marketing, E-Commerce, Legal & Quality Assurance

Qualifications

• Associates Degree or 3+ years of consumer/customer service experience, preferably with a consumer products company working with e-commerce and DTC channels.

• Excellent written and oral communication skills, as well as critical thinking skills

• Ability to work well and communicate within a multi-functional team environment as well as all levels within the organization

• Strong interpersonal and communication skills

• Strong organizational skills are essential

• Willingness to adapt to changing business requirements and to learn new systems/methods as required

• Ability to manage difficult/challenging consumers and situations

• Knowledge of Emplifi/Astute database program a plus (will provide training)

BIC is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means