EMEA Consumer Services Product Specialist

You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic, ground-breaking brands. In this role, you’ll help us deliver better care for billions of people around the world. It starts with YOU. 

The Consumer Services Product Specialist is responsible for providing support on highly complex and sensitive consumer contacts. This individual prioritizes the consumer experience, stays informed about product and brand initiatives, and partners with Marketing, R&D, and Quality teams to represent the brand voice. As a subject matter expert on KC’s products and the consumer voice, the specialist monitors trends for brand insights and quality/safety issues, delivers consumer satisfaction and loyalty, and minimizes risk to KC’s businesses and brands by managing potentially brand-damaging consumer complaints to resolution. Compliance with data privacy laws, regulatory requirements, and KC’s procedures and standards is essential.

General Expectations and Accountabilities:

•            Complaint Resolution: Liaise with multiple departments to process brand-damaging complaints to resolution promptly, always prioritizing consumer experience and satisfaction.

•            Subject Matter Expertise: Become a subject matter expert for assigned brands to best support consumer needs and provide insight to KC. Communicate important product changes and new product launches to the Consumer Services Representatives/Support Team and support with handling advice.

•            Brand Collaboration: Collaborate with assigned brands on product and promotional updates, changes, and hot topics. Provide input into product labeling with a focus on the consumer.

•            Results Achievement: Effectively achieve results that meet business and individual objectives. Ensure activities comply with company quality assurance standards and applicable regulations.

•            Consumer/Customer Rapport: Build rapport and listen attentively to the voice of the consumer. Establish and maintain good customer rapport while driving solutions to meet business needs.

•            Partnership Development: Develop and maintain a strong spirit of partnership, build on mutual trust and respect.

•            Escalation Management: Lead complaint escalation meetings as required.

•            Continuous Improvement: Drive continuous improvement using LEAN principles, visual management, and standard work.

•            Communication Skills: Demonstrate strong communication and interpersonal skills, comfortable with consumer and vendor-facing interactions. Conduct all communications and transactions with the utmost integrity. Ensure clear and comprehensive communication with superiors, team members, and others who need to know.

•            Project Management: Ability to prioritize, manage, and organize information and projects in a timely manner

•            Adaptability: Show agility in adapting to changing market or consumer behavior conditions.

•            Sensitive Engagements: Manage sensitive and difficult consumer engagements.

•            Relationship Management: Maintain relationships with Quality, Post Market Surveillance, Marketing, and Consumer Engagement teams, including coordinating handling activities.

Scope:

This position supports KC’s EMEA Personal Care and Family Care consumers and Brands.

About Us

Huggies®. Kleenex®. Cottonelle®. Scott®. Kotex®. Poise®. Depend®. Kimberly-Clark Professional®. You already know our legendary brands—and so does the rest of the world. In fact, millions of people use Kimberly-Clark products every day. We know these amazing Kimberly-Clark products wouldn’t exist without talented professionals, like you.

At Kimberly-Clark, you’ll be part of the best team committed to driving innovation, growth and impact. We’re founded on more than 150 years of market leadership, and we’re always looking for new and better ways to perform – so there’s your open door of opportunity. It’s all here for you at Kimberly-Clark.

Led by Purpose. Driven by You.

About You

You perform at the highest level possible, and you appreciate a performance culture fueled by authentic caring.  You want to be part of a company actively dedicated to sustainability, inclusion, wellbeing, and career development.
You love what you do, especially when the work you do makes a difference. At Kimberly-Clark, we’re constantly exploring new ideas on how, when, and where we can best achieve results. When you join our team, you’ll experience Flex That Works: flexible (hybrid) work arrangements that empower you to have purposeful time in the office and partner with your leader to make flexibility work for both you and the business.

In one of our professional roles, you’ll focus on winning with consumers and the market, while putting safety, mutual respect, and human dignity at the center. To succeed in this role, you will need the following qualifications:

• Preferred bachelor’s degree with 2-3 years of Contact Center or Consumer facing experience. 

• Knowledge of traditional and social platforms. 

• Internal and external client-facing experience with the ability to navigate and convey ideas and solutions in a succinct, fact-based manner, with an understanding of consumer behavior. 

• Salesforce and Power BI experience will be a plus.

Total Benefits

Here are just a few of the benefits you’d enjoy working in this role for Kimberly-Clark. For a complete overview, see www.mykcbenefits.com.
 

To Be Considered

Click the Apply button and complete the online application process. A member of our recruiting team will review your application and follow up if you seem like a great fit for this role.

In the meantime, please check out the careers website.

And finally, the fine print….

For Kimberly-Clark to grow and prosper, we must be an inclusive organization that applies the diverse experiences and passions of its team members to brands that make life better for people all around the world.  We actively seek to build a workforce that reflects the experiences of our consumers.  When you bring your original thinking to Kimberly-Clark, you fuel the continued success of our enterprise. We are a committed equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.

The statements above are intended to describe the general nature and level of work performed by employees assigned to this classification. Statements are not intended to be construed as an exhaustive list of all duties, responsibilities and skills required for this position.

This role is available for local candidates already authorized to work in the role’s country only. Kimberly-Clark will not provide relocation support for this role.

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