Customer Service Senior Specialist (North America)
Estée Lauder Companies
Panamá, Panamá, Panama
hace 5 días

About Estee Lauder Companies

ELC (Estee Lauder Companies) is a global leader in prestige beauty that delights consumers with transformative products and experiences, inspiring them to express their individual beauty.

They are the only company focused solely on prestige makeup, skin care, fragrance and hair care with a diverse portfolio of 25+ brands sold in 150 countries.

Infused throughout their organization is a passion for creativity and innovation; a desire to push the boundaries and invent the unexpected.

From a position of strength, The Estée Lauder Companies (ELC), the leader in prestige beauty products, embarked on the Leading Beauty Forward program, chartered to fuel product innovation and enhance market agility.

A key element of this strategy was the design of a new way to support its suite of 30 brands globally. The company chose Panama as being best suited to establish its new Global Business Services (GBS) operation center.

This new center will initially deliver Finance, Human Resources and Legal services to ELC employees across several geographies and time zones.

Through a new innovative service minded approach, this center will redefine service standards globally at ELC. This new GBS team will provide a one-stop-shop solution for the ELC businesses, supported by new customer engagement insights, new systems, and new reporting.

In addition to delivering exceptional service to the ELC businesses each day, the GBS team will also be responsible for continuously streamlining work in pursuit of growing its service offering in support of achieving ELC’s strategic and business objectives.

New site, new team, new opportunity.

Roles and Responsibilities Support both of the below on a daily basis. Intake volume will vary based on seasonality. Must be flexible to manage intake for all categories throughout the day.

US & Canada Gratis :

  • Communicates directly with gratis customers to resolve inquiries. Creates and extends monetary Gratis awards to resolve inquiries as needed.
  • Authorized to make decisions regarding short shipments, refused shipments, 3 Step requests and expired gratis awards.

  • Generates manual awards as needed to support contest awards, special programs, etc.
  • Manages, maintains and approves monetary gratis awards and credits for retailer counter staff and Corporate ELC employees.
  • Manages the monetary release of retailer gratis, coordinates the updates to eDemo via field interaction as well as runs reports in eDemo and Gratis systems to audit and cleanse data (maintaining integrity of gratis admin accounts)
  • Issues quarterly monetary Gratis awards to Corporate and New Hire Gratis recipients
  • Monitors gratis trend requests and collaborates with distribution, customer service and corporate HR teams to identify needs and generate reports
  • Manages the process and flow of CPC fulfillment requirements upon receipt of gratis requests from ELC and field support (inventory replenishment).
  • Intake :

  • Provide high touch service for counter teams via each intake channel phone, email, text, estee central
  • Responds to all intake channels and acts as the first point of contact with the counter staff, store teams, and Field Executives
  • Assess counter / store inquiries and makes decisions on appropriate actions on a case-by-case basis (ie : provide tracking, input request)
  • Researches information needed to answer inquiries (ie : missing launch collateral, sample, missing tester unit components)
  • Communicates directly with customers by composing accurate, prompt and effective replies.
  • Inputs all intake notes and follow ups with speed and accuracy, whilst ensuring data integrity
  • Bring each intake case to conclusion with necessary communication Target to have one-touch call Provide follow up as needed (closing the loop with communication)
  • All of the above, while achieving agreed SLAs for customer service to the business.
  • Support Virtual Consultations Active management of OnceHub tool (to ensure best customer experience / avoid double bookings) SLA achievement on inquiries (same day for emergencies;
  • within 24 hours for normal business requests)

    Overall Knowledge :

  • Develops a comprehensive understanding of brands launch calendars, no-cost materials and merchandising elements
  • Leverage brand calendars and tools for intake efficiency
  • Attend weekly team meetings to review upcoming calendar by brand; review any issues, foster team building
  • Contribute to the overall sales of the Region by creating a visually compelling in-store environment and ensuring flawless launch execution (via high touch service for counter team calls)
  • Qualifications

    The NA Customer Service Senior Specialist will deliver the ultimate customer experience by assisting with the visual aesthetics in assigned brands / doors, will supervise all functions of Gratis Administration and the Gratis Help Desk which supports all NA brands' retailer counter support staff and Corporate Gratis Customers. . In addition :

  • Be an expert on Visual Merchandising, collateral, events and point of sale operational execution
  • Provide consistent product and brand messaging across counters and installations
  • Be an ultimate ambassador for the company by leveraging influencing skills
  • Communicate effectively and build relationships with customers, peers and management
  • Responsible for the management of system and manual brand monetary awards as well as resolution of all customer related inquiries pertaining to gratis monetary rewards.
  • Review and issue over 100,000 system generated and manual awards totaling $24 million dollars for the North American Affiliate which includes EL Employees and Retailer Consultants (Note - award amount total will increase as more brands transition over to the gratis system).
  • General analytical and problem-solving skills
  • Strong interpersonal and listening skills
  • Ability to deal with ambiguity
  • Excellent verbal and written communication skills
  • Ability to work well in a team environment, seeking the ideas of others and valuing differing perspectives
  • Ability to solve problems in a timely manner and take initiative to make processes and programs better
  • Excellent organizational skills
  • Ability to handle multiple requests in a timely manner
  • Competencies

  • Thinks Strategically : Takes a broad view of the business, industry, and consumer environment to anticipate
  • and plan. Identifies the focus and defines where to play, how to win and what capabilities and

    management systems are required.

  • Aligns and Engages the Team in the Vision : Provides clarity to each team member on their role in achieving
  • the vision, strategy, and goals.

  • Energizes and Enables Others : Ignites passion and releases potential to drive success.
  • Builds Collaborative Relationships : Builds relationships based on trust and respect. Promotes the inclusion
  • of diverse knowledge, skills, and experiences to achieve results.

  • Demonstrates Learning Agility : Ability to anticipate change, face reality, draw conclusions, and swiftly
  • mobilize to adapt to changing needs and demands.

    Additional Requirements

  • Fully bilingual (native or near native) written and spoken English, and Spanish, French (plus)
  • Minimum Years of Experience : 2 years.
  • Additional Details

  • Work shift : Monday to Saturday Business hours.
  • Contract-type : Full-Time Permanent.
  • Location : Costa del Este, Panamá.

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