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Established in 1806 as a small soap and candle business in New York City, Colgate-Palmolive is now a truly global company with products sold in over 200 countries under such internationally recognized brand names as Colgate, Palmolive, Softsoap, Irish Spring, Protex, Sorriso, Kolynos, elmex, Tom's of Maine, Sanex, Ajax, Axion, Soupline, Haci Sakir, Suavitel, PCA SKIN, EltaMD, Filorga and Hello as well as Hill's Science Diet, Hill's Prescription Diet and Hill's Ideal Balance.

Colgate-Palmolive is a leading consumer products company that serves hundreds of millions of consumers worldwide with brands and products across four core businesses – Oral Care, Personal Care, Home Care and Pet Nutrition. We are committed to offering products that make lives healthier and more enjoyable, and programs that enrich communities around the world.

Every day millions of people trust our products to care for themselves and the ones they love. Our goal is to use our technology to create products that will continue to improve the quality of life for our consumers wherever they live.

A career at Colgate-Palmolive is an excellent opportunity if you seek a global experience, constant challenge, and development opportunities in an environment that respects work/life effectiveness.

Job Title:  Consumer Affairs Specialist

Travel Required?:  Travel - up to 10% of time
Date:  Apr 27, 2021
Remote working option during the current situation

No Relocation Assistance Offered
# 101090 - New York, New York, United States

The Consumer Affairs Specialist is responsible for leading communications between the company and consumers as well as ensuring the contact center has what it needs to provide outstanding consumer experience. It requires excellent verbal and written communication skills and excellent judgement, as this individual will be handling escalated consumer contact, writing responses for executive consumer replies, as well as negotiating claims with consumers across all CP businesses. This role will support Consumer Affairs Operations by being the internal specialist on contact handling, call monitoring, system coding, SOP adherence and overall processes as well as coordinating training. This person will also work with the Brand Integration team to enter and maintain accurate and up-to-date information for both our knowledge Management and CRM systems.

Crucial Responsibilities:

  • Responsible for managing, investigating, negotiating, settling all consumer critical/escalated cases
  • Manage and respond to Board of Director and executive consumer contacts
  • Work with Contact Center to optimize consumer satisfaction and quality across all communications channels: performing regular and calibrated monitoring of calls & data, summarizing results, providing feedback and recommending training needs.
  • Collaborate closely with internal stakeholders to ensure Consumer Affairs Knowledge management tool up to date and accurate
  • Ensure Contact Center has all needed responses to deliver best in class service, by developing and maintaining standard responses that are current, accurate, appropriate, reflect Brand voice and are aligned with standard methodologies and corporate strategies.
  • Work with Brand Integration team to Ensure Contact Center is up to date on all base business information and changes
  • Responsible for keeping CRM system up to date (including initiating, submitting, and QCing change requests)
  • Must be a problem solver. Be able to run CRM reports to identify gaps and suggest solutions or improvements.

Basic Qualifications:

  • College Degree required
  • At least one year of previous experience in customer service
  • Excellent writing & communication skills
  • Negotiation Skills

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Are you interested in working for Colgate-Palmolive? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognised brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet.  

For more information about Colgate’s global business, visit the Company’s web site at http://www.colgatepalmolive.com. To learn more about Colgate Bright Smiles, Bright Futures® oral health education programme, please visit http://www.colgatebsbf.com. To learn more about Hill's and the Hill’s Food, Shelter & Love program please visit http://www.hillspet.com. To learn more about Tom’s of Maine  please visit  http://www.tomsofmaine.com.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact Application_Accommodation@colpal.com with the subject "Accommodation Request" should you require accommodation.


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