Consumer Affairs Representative, Technical Services & Technology Solutions

We care for skin. We care for our people.

It all started with a pharmacist and a dream almost 140 years ago. Today, Beiersdorf is a global company with iconic brands - Coppertone, Aquaphor, Eucerin and NIVEA - focused on providing innovative, clinically-proven and safe skin and sun care solutions to more than 500 million consumers in over 200 countries - making people feel comfortable in their own skin.

At Beiersdorf, we care beyond skin. We care for people – our employees, our customers, our consumers and our communities – and our planet. We know that diversity of thought, backgrounds, experience and perspective enriches our culture and supports innovation and ingenuity. We know that responsibly-sourced, sustainable products and packaging make for a more sustainable future. And we know that when your skin feels better, you feel better.

A welcoming workplace that offers personal and professional growth for all individuals.

At Beiersdorf, you'll find:

• A welcoming workplace that values diversity, inclusion and belonging where every team member feels valued, respected, and supported
• Flexible teams that enjoy a challenge and the ability to make an impact
• A dynamic community of life‑long learners that values individual skills, and a growth mindset as well as hard skills and established expertise
• A purpose‑led company that prioritizes your personal and professional development with the right balance of structure and flexibility to grow
• A culture that lives by its core values of care, trust, simplicity, and courage

Unique benefits that consider the whole person.

We understand that you have a life outside of work, and we support you with unique benefits including:

• Generous and flexible PTO policy
• Paid Parental Leave
• Comprehensive Wellness and Benefits program
• Cash Balance Plan (similar to a pension)
• 401k match
• Established Employee Resource Groups/affinity groups help to grow important connections and belonging with other colleagues
• Dynamic work model - hybrid (at least 3 days on‑site)

Experience, skills and competencies that lend themselves to this role:

We know that experience comes in all forms. We are looking for individuals who bring new and diverse skills to the team.

Maintain high quality consumer service in the U.S. through an external provider (Transcom) with supporting technical services/ tools

Identify consumer trends/ insights from analysis of consumer feedback data that impact success of our brands.

• Collaborate with Global CIM team on best‑in‑class management and activation of consumer feedback in accordance with global/ local guidelines, regulations and SOPs.
• Monitor and optimize performance of Transcom service in the U.S., in collaboration with Transcom U.S. Team Leader (tracking KPIs & initiating corrective action as needed).
• Drive overall efficiency/ improvements by optimizing technical support systems/ tools and establishing standards/best practices in the MU (that can be shared globally for broader impact).

• Manage updates of Product Reference Manual and Product Locator tools with Emplifi in conjunction with Salesforce to address consumer questions.
• Manage sample acquisition process with Hibbert.
• Manage resolution of system issues with IT/ Jira tickets & E-Comm.
• Track performance & progress by setting up reporting within the Salesforce Lightning Service Cloud, Microsoft Power BI dashboards and connected systems.
• Manage systems vendor partners (Hibbert, Emplifi) including budget, contract renewals and PO creation/ approval.
• Maintenance of Salesforce Product Hierarchy leveraging the SAP feed to ensure accuracy of U.S. data.

• Provide Management, Quality, Marketing and other stakeholders with relevant information and analyses about consumer feedback (complaints, issues, trends) to reduce risks and create opportunities.
• Act as single point of contact for Consumer Care in the U.S. (for Global CIM and Transcom).

• Review all incoming mail/ retrievals to Stamford HQ, prioritize for processing…