Nestle Consumer Engagement Services Specialist in Arlington, Virginia
We are writing a new chapter in our journey; Nestl USA is opening its new U.S. headquarters in Arlington, Virginia, directly across from Washington, D.C. As a part of this extraordinary moment, you have the opportunity to help build the Nestl USA of today, and tomorrow.
KEY AREAS OF RESPONSIBILITY
- Develops and communicates relevant and accurate business updates, (including products, programs, and promotions) to outsource partner.
Researches and develops replies to specific issues (maintains responses in Knowledge Base tool).
Provides information on new and existing products, programs and promotions and availability.
Maintains responsibility for Knowledge Base tool accuracy and completeness.
Participates in weekly quality calibration monitoring (ALL channels).
Holds rep focus group meetings as needed.
Provides Social Media responses as needed.
Reviews consumer response for accuracy and relevance.
Reviews consumer feedback and reporting for accuracy, identifying possible training opportunities.
Conducts on-site training of contact center representatives as directed by Manager.
Ensures accuracy of IVR content facilitates updates as needed.
Maintains product and enclosure hierarchies.
- Resolves escalated consumer complaints and inquiries that the outsource partner cannot complete (all channels, including Social Media).
Requires after-hours/weekend support on occasion.
- Provides top-line reporting and auditing.
Prepares ad hoc reports in response to client requests.
Prepares insights and analysis as needed; uses reporting tools.
Conducts random and scheduled audits of contact data to ensure accuracy.
- Interfaces with Nestl internal departments and respective agencies.
Marketing, QA, Technical Applications Group, Regulatory Affairs, Legal, Corporate and Brand Affairs, Nestl Quality Assurance Center, insurance carrier, packaging, promotion and fulfillment center and any other critical touch point to support the business.
Coordinates timely resolution of Consumer Escalations with Nestl internal departments.
Reviews ALERT complaint situations and notifies internal departments per the Alert Contact List.
Meets regularly with internal departments, such as Marketing, and maintains.
Marketing Calendar; provides VOC contacts upon request
Reviews and approves brand packaging, promotions and materials in a timely manner; coordinates review with outsourcer, promotion fulfillment center.
Provides back up to other CES Specialist(s) and/or Manager(s) as requested
Special projects and additional duties as assigned.
Education and Requirements:
1.College degree preferred.
2.Requires travel to outsource partner (2-3 times annually).
3.Must be consumer centric.
1.Minimum 2+ years in consumer services function is preferred; packaged goods experience a plus.
2.Experience with 800+ operation in a consumer services environment is a plus.
3.Proven success analyzing and identifying reporting data trends using various reporting tools.
Good organizational skills.
Strong consumer resolution skills with proactive approach.
Ability to prioritize effectively, being flexible to business needs.
Skills with PC reporting tools, Microsoft Office including Excel and PowerPoint.
The Nestle companies are equal opportunity and affirmative action employers and are looking for diversity in candidates for employment: Minority/Female/Disabled/Protected Veteran
Category: Marketing, Nestle USA