Job Title: Consumer Beauty Advocate
Department: Le Care (CDMO)
Location: Berkeley Heights, NJ
Reports to: Le Care Workforce Analyst
WHO WE ARE: For more than a century, L’Oréal has devoted its energy, innovation, and scientific excellence solely to one business: Beauty. Our goal is to offer each and every person around the world the best of beauty in terms of quality, efficacy, safety, sincerity and responsibility to satisfy all beauty needs and desires in their infinite diversity.
CDMO: The Corporate Digital and Marketing Office mission is to put the consumer at the heart of L’Oréal’s business and drive digital innovation. As a force for L’Oréal’s innovation, CDMO delivers the best consumer experiences, drives new marketing models, and spearhead new digital capabilities to futureproof the group’s business.
The Beauty Advisor will support the Hair Care/Color and Skin/Cosmetic categories by responding to consumer contacts via multiple channels (phone, e-commerce, rating & reviews, chat, Sprinklr, FBM, SMS, emails, and letters). Advocate will provide expert knowledge to consumers, salons, and other sources contacting us for information or seeking assistance in the use our products. Will utilize opportunities to build sustainable relationships. Offers insights to the brands for continuous product and service improvement.
What You Will Do:
General:
- Demonstrates expertise in the products, services, philosophies, and culture within the Métier.
- Displays a professional company image through voice and online interactions
- Meets established quality standards in all contacts across all channels
- Ensures optimal service levels maximizing resources
- Recognizes and recommends new ways to influence consumers in their purchase decision
- Performance meets expectations of key metrics
- Adheres to assigned schedule, which is subject to change and may include evening and/or Saturday hours.
- Offers schedule flexibility to support the needs of the business
- Able to compose custom responses that clearly address the issue in a way that is understandable by the consumer
- Responsible for recognizing opportunities for improvement in our policies or processes and leading the initiative to reduce disruptions in service or detract from customer satisfaction.
- Supports the voice of the consumer by collecting insights as requested by the brands, CMI, digital and e-commerce
- College degree preferred
- A combination of education and relevant business experience will be considered.
Product Expertise:
- Has expert product knowledge within the Métier
- Assists consumers in finding appropriate products
- Educates consumers in the use of our products
- Identifies cross-selling opportunities/ introduces consumers to new products and services and or places order for customer using Demandware
- Builds relationships with each consumer who contacts our brands
- Recognizes, documents all consumer interactions and alerts management of trends.
- Can communicate contents of consumer conversations accurately to support consumer insights
- Participates in focus groups or discussions with stakeholders
- Resolves issues fairly, balancing the needs of the consumers with those of the organization
- CRM: LE CARE TECHNOLOGY SUITE
- Documents product issues in a way that the information can be used for product improvement or development
- Accurately enters required information in the CRM and surveys to ensure data integrity
What We are Looking for:
- Acts/Leads with Human Sensitivity
- Displays Sensitivity to the Métier
- Interacts Effectively
- Achieves Results with Integrity
Technical/Professional:
- Strong product/brand knowledge
- Strong verbal communication skills
- Strong attention to detail
- Intermediate skills with MS® Word
- If bi-lingual – able to compose responses in same language
- Position requires extended periods of time answering calls with the use of a headset
What’s In It For You:
- Salary Range: $49,700 - $60,000
- Competitive Benefit Package (Medical, Dental, Vision, 401K, Pension Plan)
- Hybrid Work Policy (3 Days in Office, 2 Days Work from Home)
- Flexible Time Off (Paid Company Holidays, Paid Vacation, Vacation Buy Program, Volunteer Time, Summer Fridays & More!)
- Access to Company Perks (VIP Access to L’Oréal’s Internal Shop for Discounted Products, Monthly Mobile Allowance)
- Learning & Development Opportunities (Unlimited Access to E-learnings, Lunch & Learn Sessions, Mentorship Programs, & More!)
- Employee Resource Groups (Think Tanks and Innovation Squads)
- Access to Mental Health & Wellness Programs
Don’t meet every single requirement? At L'Oréal, we are dedicated to building a diverse, inclusive, and innovative workplace. If you’re excited about this role but your past experience doesn’t align perfectly with the qualifications listed in the job description, we encourage you to apply anyways! You may just be the right candidate for this or other roles!
We are an Equal Opportunity Employer and take pride in a diverse environment. We would love to find out more about you as a candidate and do not discriminate in recruitment, hiring, training, promotion, or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting [email protected]. If you need assistance to accommodate a disability, you may request an accommodation at any time.
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