Point of Sale and Gratis Representative
The Estée Lauder Companies Inc.
Fecha: hace 1 semana
ciudad: Panamá, Panamá
Tipo de contrato: Tiempo completo
Description
The Point of Sale & Gratis Services Representative will provide high-touch service to the counter teams and will collaborate with Estee Lauder Companies employees who require assistance for Gratis Service
The Point of Sale & Gratis Services Representative will provide high-touch service to the counter teams and will collaborate with Estee Lauder Companies employees who require assistance for Gratis Service
- Be a brand expert and assist with the launch, promotional, and basic collateral for brands/doors (partner locations and Free-Standing Stores)
- Support customer Service inquiries regarding gratis programs
- Communicate effectively and build relationships with counter teams and employees who require Gratis process collaboration, peers, and management.
- Provide high-touch service for counter teams.
- Communicates with counter teams by composing accurate, prompt, and effective replies.
- Assess counter teams, define the inquiry and its root cause, research, and make decisions on appropriate actions on a case-by-case basis (ie: provide tracking, input request)
- Log accurate case notes and perform necessary follow-ups in a timely fashion.
- Develop an understanding of brand launch calendars, no-cost materials, and merchandising elements.
- Attend weekly team meetings to review upcoming calendars by brand, review any issues, and foster team building.
- Support the Field teams and contribute to NA Sales targets by ensuring a visually compelling in-store environment (via high touch service for counter teams calls).
- Support Gratis calls and emails, research, identify the root cause of the issue, and makes a decision on appropriate actions on a case-by-case basis (ie: provide tracking, issue refund, issue award)
- Strong in Excel and all Microsoft Office tools
- High Effective Communication, Customer Service Mindset
- Problem Solving: Must be able to identify and evaluate inquiries to define the support required. Also, the process flow and resolution time must be able to articulate to the requestor. In addition, must have the common sense to determine when to escalate an issue that might become a trend and must be solved quickly.
- Stakeholder Management and Teamwork.
- Self-Driven with Adaptability and Learning Agility: Must gather information efficiently to determine counter teams' issues, escalate this information to Senior Brand Managers who will communicate with brand corporate teams and get a solution to the issue and the corresponding recommendation back to counter teams. Issues must be solved on a timely fashion to guarantee that counter teams can drive retail sales efficiently.
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