Consumer Affairs Coordinator

Freudenberg is a global technology group that strengthens its customers and society long-term through forward-looking innovations. Together with our partners, customers and the world of science, we develop leading-edge technologies, and excellent products, solutions and services for 40 market segments. The Freudenberg Group employs some 50,000 people in around 60 countries worldwide and generates sales of nearly 9 billion euros.

Freudenberg Home and Cleaning Solutions is a Business Group of Freudenberg and a leading global supplier of branded cleaning systems as well as household and laundry care products. The portfolio includes brands such as O-Cedar®, and Vileda®. The company employs more than 3,000 people and hosts a distribution network in 35 countries.

New, effective products and distribution channels, technical innovations and a strong customer focus are the company’s key success factors. They are supported by extensive market and customer research on an international basis as well as innovation centers and production plants around the world.

**Responsibilities**:

- Foster strong customer care support and best practices to maintain a high level of consumer satisfaction based on timely consumer responses to build brand loyalty. Live LEARN approach: Listen; Empathize; Apologize; React; Now. Prioriser un service à la clientèle exceptionnel et offrir un support client de haut niveau dans un délai raisonnable afin de maintenir la loyauté de nos clients. Faire preuve d’une grande écoute, empathie, et d’un excellent sens de la résolution
- Respond/manage consumers direct feedback and message tracking in social media management platform. Répondre/adresser les commentaires de nos clients sur nos réseaux sociaux et les documenter utilisant la plateforme Sprout
- Build a strong knowledge of our branded products to best assist consumers. Work closely with marketing team to understand brand message, product benefits, promotions, etc. Bâtir une forte connaissance de nos produits afin de mieux servir nos clients. Travailler en étroite collaboration avec notre équipe de marketing afin d’assurer une communication efficace sur nos produits et promotions ect.
- Process consumer product orders and replacement product including process of shipping product to consumers in collaboration with FHP shipping department and a third-party fulfillment vendor. Traiter les envois de pièces ou produits de remplacement pour les consommateurs en collaboration avec notre département interne et externe d’expédition

**Qualifications**:

- Fully bilingual (French and English); mastery of French and English grammar. Parfaitement bilingue (français et anglais); Maîtrise de la grammaire française et anglaise.
- Able to work under pressure while multi-tasking and being empathetic and resilient when dealing with complaints. Capacité à travailler sous pression en effectuant des tâches multiples tout en démontrant de l’empathie et une volonté d’apporter de l’aide
- Strong communication skills, including writing and data-entry speed skills. Excellent sense de la communication verbale et écrite et rapidité d’entrée de données
- Intermediate knowledge of Excel and PowerPoint. Experience with Sprout (social media) a plus. Connaissance des logiciels MS Word, Excel, PowerPoint Outlook et des médias sociaux; Connaisance des palteformes Sprout et Bazaarvoice (souhaité)
- Upbeat, positive problem-solver and enthusiastic to help make our consumers happy. Excellentes aptitudes interpersonnelles (attitude positive, entregent, empathique,

Your Benefits

Vacation: Time off to refresh and recharge

Paid holidays: With paid time-off, local holidays are all the more relaxing.

Diversity & Inclusion: Enter a diversity-driven world of innovation

Training / Career development: Programs to supercharge skills and expertise

Sustainability / Community service: Making a difference with sustainability, community service

Additional Information

Melissa Nolan
Talent Acquisition Specialist

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