Brand Representative

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #2362
Tuesday, February 2, 2021


Alta Resources is Hiring!

Are you looking to represent
amazing beauty products in the role of a Brand Representative to support beauty
& hair care products in phone, email, and chat?  Your obsession for style, beauty and
everything cool will propel your career on our team.  Share your love of hair, skin and nails with
customers!



SUMMARY

The Brand Representative is a brand expert who works closely with the Client to develop and implement strategic brand-related content and initiatives within the Consumer Care Center (CCC).  In addition to Client interaction, this position also works with their Team Leader, Analysts, Training Team, Consumer Care and Fulfillment Teams, to assess CCC brand-related needs.  The Brand Representative interacts with Consumers, develops and implements fulfillment strategies maintains brand training documentation and assists with brand training, manages content in the Client knowledge base system, and analyzes consumer contact data to identify trends and insights.
 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Build rapport and loyalty with consumers through exceptional verbal interactions. Be compassionate and skillful in ensuring caller’s needs and expectations are met and exceeded

Properly identify and handle consumer-reported adverse events, product complaints, and consumer questions and comments received via telephone, email, or other channels

Follow up on product information requests with appropriate internal and/or external individuals

Develop, implement, and maintain fulfillment strategy for specified brand(s) based on consumer data insights

Manage fulfillment inventory and communicate updates to Client CCC team

Maintain brand training documentation to ensure content is current

Assist in the development and delivery of brand-related training programs

Assists in the creation of documents such as Job Aides, Information Alerts, or Work Instructions (WI)

Monitor status of implemented training solutions and provide feedback as necessary

Work closely with Client to faciliate the update and maintenance of content, including knowledge base and templates

Identify opportunities for continuous process and knowledge base content improvement for specified brand(s)

Analyze consumer contact data to identify trends and actionable brand insights

Follows applicable Standard Operating Procedures (SOP) and Work Instructions (WI)

Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position

 

LEADERSHIP RESPONSIBILITIES

This job has no supervisory responsibilities. Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of Six Sigma methodologies.
 

QUALIFICATIONS

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Strong consumer advocate
  • Social Media background preferred
  • Affinity for brand marketing
  • Exceptional business communication skills, both written and verbal
  • Positive and professional demeanor
  • Strong listening skills and problem solving abilities
  • Ability to meet deadlines in a fast-paced environment
  • Flexibility and ability to embrace change
  • Ability to analyze data and communicate analysis in a clear, concise manner
  • Strong organizational skills and attention to detail
  • Demonstrated ability to work independently
  • Proven ability to design, develop, implement and assess training curriculum and delivery for effectiveness
  • Ability to present to small and large groups of varying levels among team members and client
  • Proven experience with varied technology systems including reporting and monitoring data
     

EDUCATION and/or EXPERIENCE

  • A High school diploma or equivalent (GED, HSED) is required; Bachelor's or Associate's degree is preferred,
    Two or more years consumer service experience required. 
  • Experience in Aesthetics or Cosmetology preferred.
     

TECHNOLOGY SKILL BASE

This position requires a solid working knowledge of computer technology that includes intermediate to advanced skill in:  Windows, PowerPoint, Word and Excel, along with Client and Alta designated software.  Individuals in this position must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.
 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
 

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
 

REASONING ABILITY

Ability to define and solve problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical, written, oral, diagram, or schedule form and deal with several abstract and concrete variables.
 

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear   The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area.  Due to the nature of this work individuals are required to be on-site during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.



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Other details

  • Pay Type Hourly
  • Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America