Job Title:  Consumer Affairs Specialist

No Relocation Assistance Offered
Job Number #164550 - Scottsdale, Arizona, United States

Who We Are

Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name!

Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all.
 

We are currently looking to add a Consumer Affairs Specialist to our Marketing team. This person will be responsible for the management of the call center agency and interactions with consumers, lead improvement projects enhancing the consumer experience, and communication with internal stakeholders on consumer data and feedback. This person will be responsible for ensuring PCA Skin, EltaMD, and FILORGA consumers have positive, convenient, and knowledgeable brand experiences.

What you will do:

• Ensure contact center has adequate, updated, and verified information to successfully implement and manage interactions with customers via telephone, email, online chat, SMS, social media, and ratings and reviews.
• Ensure Community Management with consumers is maintained and escalated accordingly
• Manage contact center’s on-boarding, education, training, and product knowledge.
• Manage, update, and edit brand responses, FAQs, and product information available to contact center
• Ensure adverse events and quality complaints are reported effectively and prioritized.
• Ensure ongoing coverage needs and prioritize accordingly.
• Manage sensitive and escalated issues for resolution effectively.
• Ensure phone lines, websites, social media, contact forms, online chats, SMS, ratings and reviews, etc. work seamlessly and give the consumer a positive brand experience. If not, manage projects to implement appropriate updates/changes.
• Perform quality checks on consumer interactions through all channels to ensure that appropriate actions are taken to resolve customers inquiries and brand identity is maintained.
• Maintain consumer affairs data and feedback. Report relevant information to appropriate team members monthly (or as needed), implement customer relationship improvement projects based on data, and ensure performance goals are being met.
• Align and refine brand policies, processes, and workflows through SOPs.
• Manage proposals and presentations for business partners and upper management.
• Manage budget and invoices

Required Qualifications

• Bachelor’s degree
• 3+ years of experience in marketing and/or consumer affairs and/or customer facing experiences
• Proficient computer skills with the ability to learn new software

Preferred Qualifications

• Licensed Aesthetician
• Excellent communication skills including active listening
• Positive mindset, especially in the face of hardships
• Service-oriented and able to resolve customer grievances and escalations
• Leader and team player with excellent interpersonal skills
• Strong project management skills
• Cross functional collaboration with other departments to determine long term success and solutions
• Holistic product knowledge across CP Skin Health brands with a focus of growing brand awareness, customer satisfaction, and customer loyalty

Compensation and Benefits
Salary Range $72.400,00 - $90.000,00 USD

Pay is determined based on experience, qualifications, and location. Salaried employees may also be eligible for discretionary bonuses, profit-sharing, and long-term incentives for Executive-level roles.

Benefits: Salaried employees enjoy a comprehensive benefits package, including medical, dental, vision, basic life insurance, paid parental leave, disability coverage, and participation in the 401(k) retirement plan with company matching contributions subject to eligibility requirements. Additional benefits include a minimum of 15 vacation/PTO days (hourly employees receive a minimum of 120 hours) and 13 paid holidays (vacation days are prorated based on the employee's hire date within the calendar year). Paid sick leave is adjusted based on role and location in accordance with local laws. Detailed information regarding paid sick leave entitlements will be provided to employees upon hiring and may be subject to adjustments based on changes in legislation or company policies.

Our Commitment to Diversity, Equity & Inclusion
Achieving our purpose starts with our people — ensuring our workforce represents the people and communities we serve —and creating an environment where our people feel they belong; where we can be our authentic selves, feel treated with respect and have the support of leadership to impact the business in a meaningful way.

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.

Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form should you require accommodation.

For additional Colgate terms and conditions, please click here.

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