Berkeley Heights, NJ
Administrative & Assistantship
Full - Time
25-May-2021

Title: Professional Products Consumer Advocate

Department: Consumer Care Center (CDMO)

Location: Berkeley Heights, NJ

Job Summary:  The Consumer Care Center in Berkeley Heights, NJ gives L’Oreal USA the ability to engage with our stylists and consumers through many touch points. The Consumer Advocates will support the Hair Color/Hair Care category by responding to stylists/consumers contacts via multiple channels (phone, email, letter, chat, social media, Rating & Reviews).  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 improvements

*A valid Cosmetology License and 3–5 years in salon color experience required.

Key Job Accountabilities:

General:

  • Meets established quality standards in all contacts across 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
  • Required evening, Saturday and Sunday hours, as part of the regular 40-hour schedule.
  • 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 in an effort 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

Product Expertise:

  • Has expert product knowledge within the Métier
  • Assists stylists/consumers in finding appropriate products
  • Educates stylists/consumers in the use of our products
  • Identifies cross-selling opportunities and introduces consumers to new products and services
  • Builds relationships with each consumer who contacts our brands
  • Recognizes product issues that should be brought to the attention of the brands and/or management
  • Is able to communicate content 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:

  • Documents product issues in a way that the information can be used for product improvement or development
  • Accurately enters information in the CRM and surveys to ensure data integrity

Technical/Professional:

  • A valid Cosmetology License and 3–5 years in salon color experience required.
  • 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

Competencies required:

  • Acts/Leads with Human Sensitivity
  • Displays Sensitivity to the Métier
  • Interacts Effectively
  • Achieves Results with Integrity

Preferred Key Experiences (prior to this position):

  • College degree preferred
  • A combination of education and relevant business experience will be considered.
  • Demonstrates expertise in the products, services, philosophies and culture within the Métier.

Training:

Classroom/Blended

Learning 2.0

Introduction to LUSA

Introduction to CCC-Consumer land

Data Privacy

Métier Training

  • Brand Training (as applicable)

The Way we Prevent Corruption

BRAIN Training

  • Complete knowledge of use of Brain

Be Cyber Secure

SRA-Service & Retail Academy

  • Communication skills
  • Customer Service Skills

e-Office Ergonomics

Process training-brand knowledge inventory

  • Health related
  • OTC
  • Data privacy
  • Ingredient and Safety overview
  • Call flow/simulations
  • Ecommerce process + Demandware
  • SOP review

Ethics at L’Oreal

Digital writing skills

  • Responding with empathy
  • Reading analytically

Safety Orientation

 

Compliance w/Competition Law

 

Emergency Preparedness for BH

 

Indirect Sourcing Policy Training



We are an Equal Opportunity Employer and take pride in a diverse environment. We 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 require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected]. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.
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