Consumer Services Specialist (Information Technology)

Consumer Services Specialist

Job Description

You were made to do this work: exploring uncharted questions, engineering innovative solutions, advancing scientific understanding, and constantly pushing the boundaries of what's possible. You want to be part of a performance culture dedicated to solving real-world problems with purpose and precision. You want to work in an environment that promotes sustainability, inclusion, wellbeing, and career development. In this role, you'll help us shape the future and improve lives for billions of people around the world.

It starts with YOU.

In this role, you will:

• Oversee and lead the auditing process for all direct consumer feedback, ensuring accurate account record management. 
• Leads the creation of auditing tools and resources to support regulatory compliance. 
• Responsible for accurate information, and adherence to business process standards in order meet key performance metrics.
• Participate in internal and external audits, provides procedures and records with accurate documentation to avoid auditing findings. 
• Work closely with the Quality Post Market Surveillance team, providing detailed information needed for assessments. 
• Supports leadership on crisis management, including making decisions and providing detailed updates. 
• Partners with Quality on escalations and risk mitigation. 
• Displays problem-solving and judgment to assess escalated situations to mitigate risk.
• Responsible for procedures and handling standards. 
• Responsible for the development of consumer content to respond to complaints, inquiries, and testimonials. 
• Focus on the Consumer; stays connected with the brand; informed of all product and brand execution initiatives. 
• Works closely with the Principal Consumer Services Specialist to deliver best in class standard work for KCNA, while collaborating with Regional and Global teams. 
• Manage Consumer Response system and handling needs, including the auditing and compliance process.

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.

In one of our manufacturing 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:

General Accountabilities:

• Demonstrate safety as a value by performing all job functions safely, while complying with corporate policies and departmental procedures, to reduce risk and eliminate loss.
• Manages self in accordance with the expected behaviors of the Leadership Qualities.
• Effectively achieve results that meet business and individual objectives.
• Ensures activities and items are complaint with both company quality assurance standards and applicable government regulations. 
• Maintain and demonstrate an appropriate level of knowledge and skill in Consumer Response Systems, brand and product forms, quality systems, processes, and regulations. 
• Establish and maintain good customer rapport, while driving solutions to meet business needs.
• Develop and maintain a strong spirit of partnership. 
• Conduct all communications and transactions with the utmost integrity.
• Communicate fully with superiors, teammates, and others who have a need to know.
• Executes continuous improvement activities for established processes and initiates/supports development of new processes.
• Builds and maintains capability with solutions to support emerging consumer behavior patterns.
• Builds rapport and listens attentively to the voice of the consumer.
• Strong communication skills, with vendor facing interaction comfortableness. 
• Ability to develop internal and external teams through positive motivation. 
• Agility to adapt to changing market or consumer behavior conditions.

Position Accountabilities:

• Leads and develops auditing plans and compliance standards. 
• Oversees adherence to standards and performance metrics.
• Provides coaching, and feedback, to improve the accuracy of account record management. 
• Provides oversight on intake handling, providing feedback for continuous improvement. 
• Ensures Auditing and training records are accurately maintained according to Kimberly-Clark record retention guidelines. 
• Participates in Consumer Services internal and external audits, with proper procedures, documentation, and records.
• Stays connected to brand and product activities, including preparing tools to equip the contact center on handling and training for product updates and promotions. 
• Provides regular support to the contact center front line agents. 
• Oversees compliance and provides direction to contact center auditing team and team leaders. 
• Assists with other tasks and projects as needed.

Scope:

• Reports to the Sr Manager Consumer Services.
• Has responsibility for Contact Center interactions, which may include all brands.
• Is connected to brand and product news, engaging in brand activities, and representing the consumer voice to cross-functional teams. 
• Leads auditing oversight across all lines of KCNA brands, ensuring processes are effective with accurate documentation of records.
• Meets regularly with internal and external partners, managing the auditing and compliance processes, while exploring continuous improvement opportunities. 
• Represents Consumer Services in internal and external audits, with accurate, current documentation of procedures.

Qualifications:

• Bachelor's degree is preferred with 3+ years of Contact Center/Consumer facing experience within a regulated industry. 
• Knowledge of traditional and social media platforms with experience in handling consumers.
• Experience in leading processes and cross-functional teams, providing candid feedback and solutions. 
• Broad knowledge of intake handling processes, with an innovative and continuously improve mindset. 
• Ability to convey ideas and solutions in a succinct manner with an understanding of consumer behavior. 
• Crisis management experience, with proven examples of agility and leadership.

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.
 

Great support for good health with medical, dental, and vision coverage options with no waiting periods or pre-existing condition restrictions. Access to an on-site fitness center, occupational health nurse, and allowances for high-quality safety equipment.

Flexible Savings and spending accounts to maximize health care options and stretch dollars when caring for yourself or dependents.

Diverse income protection insurance options to protect yourself and your family in case of illness, injury, or other unexpected events.

Additional programs and support to continue your education, adopt a child, relocate, or even find temporary childcare.

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, which is why we seek to build a workforce that encompasses 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. 

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, and DMV check. 

Veterans and members of the Reserve and Guard are highly encouraged to apply

Kimberly-Clark will support in-country relocation for the chosen candidate for the role. The benefits provided will be per the terms of Kimberly-Clark's applicable mobility policies. The benefits/policy provided will be decided at Kimberly-Clark's sole discretion.

#LI-Onsite

Salary Range: 85,540 – 105,620 USD

At Kimberly-Clark, pay is just one aspect of our total rewards package, which also includes a variety of benefits and opportunities to achieve, thrive and grow. Along with base pay, this position offers eligibility for a target bonus and a comprehensive benefits suite, including our 401(k) and Profit Sharing plan. The anticipated base pay range for this role is provided above for a fully qualified hire. Actual pay will depend on several factors, such as location, role, skills, performance, and experience. Please note that the stated pay range applies to US locations only.

Primary Location

Neenah - West R&E Office

Additional Locations

Worker Type

Employee

Worker Sub-Type

Regular

Time Type

Full time