Specialist Consumer Response
Address: 106 WILMOT RD,DEERFIELD,IL,60015-05123-01106-2
ID de la oferta 1460541BR
Job Summary
Responsible for the completion of all tasks associated with management of escalated complaint handling for Walgreen Co. (complaints to V.P.’s, board members, President, etc. that are retail based) including receiving, investigating, resolving and replying to internal and external customers. Serve as leader and facilitator, ensuring customer service inquiries are handled to the satisfaction of the customer. Functions as the point of contact and the face of Owned Brand to our customers for a wide variety of matters ranging from routine inquiries to complex issue resolution. Resolves customer issues while providing feedback, trend analysis and insights to the Product Integrity, Sourcing and Owned Brand teams for product quality improvements and product category selection.
Job Responsibilities
“About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.”
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".
Responsible for the completion of all tasks associated with management of escalated complaint handling for Walgreen Co. (complaints to V.P.’s, board members, President, etc. that are retail based) including receiving, investigating, resolving and replying to internal and external customers. Serve as leader and facilitator, ensuring customer service inquiries are handled to the satisfaction of the customer. Functions as the point of contact and the face of Owned Brand to our customers for a wide variety of matters ranging from routine inquiries to complex issue resolution. Resolves customer issues while providing feedback, trend analysis and insights to the Product Integrity, Sourcing and Owned Brand teams for product quality improvements and product category selection.
Job Responsibilities
- Provide rapid response and closure to escalated customer contacts received by telephone, email, and mail following approved guidelines. Recommend actions to achieve resolution and customer satisfaction and to maintain the Walgreens Brand reputation and building strong customer loyalty while upholding our 100% Satisfaction Guarantee on all Owned Brand Products.
- Analyze the severity of complaints and guide product quality improvement initiatives with vendors, optimal root cause resolution including identifying severe or re-occurring incidents that may lead to a product withdrawal or recall. Responds timely to customers by email, postal mail and phone calls to resolve incidents.
- Evaluate situations and make decisions that may require exceptions to policy and procedures when necessary to resolve complex customer issues while ensuring superior service, minimum risk, exposure or loss of revenue for the Company.
- Maintain an appropriate level of confidentiality at all times.
- Attend and contribute positively to team meetings, cross functional meetings and Global partner meetings.
- Ensure that all responsibilities and activities within this position are consistent with the terms and spirit of our company CSR beliefs.
- Provides technical guidance on more complex issues. Plans, prioritizes, organizes and completes work to meet established objectives while managing through change and creating best practices fostering new business improved working relationships with Product Integrity and Owned Brand teams and building key partnerships Globally and with the new Sourcing team.
- Serve as liaison to address, respond to, and resolve escalated issues with external and internal customers. Assure that the appropriate corrective action has been taken and complaints are resolved to customers’ satisfaction.
- Analyze complaint data and create trend reporting for Owned Brands and National Brands while providing actionable and relevant feedback to Product Integrity, Sourcing and Owned Brand teams regarding improvement opportunities. Provide impromptu product quality comprehensive reporting to internal clients to assist with issue identification and make corrective actions when necessary. Provide high quality data services and insight to support organizational activity.
- Communication and follow up with vendors to hold them accountable for their commitment to Walgreens and our customers. Provide Sourcing team with continuous feedback and weekly analytical reporting on vendor compliance and responsiveness to customer contacts.
- Monitor, audit, and provide guidance, mentoring training and coaching opportunities for product quality cases managed by Wag Customer Care Center agents. Specialist ensures customer cases are complete, easy to understand, contain appropriate rationale for actions taken, and that established guidelines and procedures are followed consistently.
- Assist the CCO Team in the formulation of procedures, user guidelines and processes to ensure that end users understand and use the system efficiently and effectively.
- Proactively contribute to developing and improving CRM functionality, enhancing data quality, identifying areas of concern or improvement, devising processes to improve efficiency and quality of data to ensure best practice and maintain database configuration and functionality alignment to organizational needs.
- Manage all customer letter templates, process flows, and SOPs on an ongoing basis to ensure all processes are up to date with accurate and current information.
- Work closely with the CCO Team to identify and develop efficient data processes and systems, in line with the team SLAs.
- Use personal judgment and initiative to develop effective and constructive process improvements for the advancement of the Private Brand Consumer Response team.
- Identify and proactively manage consumer database system enhancements and reporting requests/needs. Propose effective solutions for technical issues that prevent proper documentation and trending of customer contacts.
- Extrapolates information from consumers, phone conversations and email. Acts as a key voice for the Customer by documenting customer feedback in database. Identifies current trends and “hot topics” from customer comment entries. Monitors issues and follow up with appropriate department/person on entry action dates.
“About Walgreens and WBA
Walgreens (www.walgreens.com) is included in the U.S. Retail Pharmacy and U.S. Healthcare segments of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader with a 170-year heritage of caring for communities. WBA’s purpose is to create more joyful lives through better health. Operating nearly 9,000 retail locations across America, Puerto Rico and the U.S. Virgin Islands, Walgreens is proud to be a neighborhood health destination serving nearly 10 million customers each day. Walgreens pharmacists play a critical role in the U.S. healthcare system by providing a wide range of pharmacy and healthcare services, including those that drive equitable access to care for the nation’s medically underserved populations. To best meet the needs of customers and patients, Walgreens offers a true omnichannel experience, with fully integrated physical and digital platforms supported by the latest technology to deliver high-quality products and services in communities nationwide.”
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits.
"An Equal Opportunity Employer, including disability/veterans".
Basic Qualifications
- Bachelor’s degree or High School Diploma/GED and at least 3 years of experience in retail products customer service.
- Experience using a complaint management database or issue tracking software to enter data, process and obtain information.
- Knowledge of principles and processes used for providing customer services to include customer needs assessment, meeting quality standards for services, anticipating future customer and operational needs, and evaluation of customer satisfaction/expectations.
- At least 5 years of experience in resolving conflicts and negotiating with others in order to handle customer complaints and settle disputes.
- Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive quality and/or service or process improvements
- Intermediate level skill in Microsoft Excel (for example: using SUM function, setting borders, setting column width, inserting charts, using text wrap, sorting, setting headers and footers and/or print scaling).
- Intermediate level skill in Microsoft PowerPoint (for example: applying a theme, formatting character spacing, inserting a picture, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style and/or formatting font).
- Intermediate level skill in Microsoft Word (for example: inserting headers, page breaks, page numbers and tables and/or adjusting table columns).
- Intermediate level skill in CRM (Customer Relationship Management) system or software such as Sales force or ePowerCenter
Preferred Qualifications
- Master’s degree
- Call Center experience in quality monitoring and/or training
- Experience in retail products, consumer goods mindset with Product Integrity focus to assist around problem solving and escalation of product integrity concerns or risk of Brand reputation
- Minimum of 5 years database management including data analysis and aggregating and reporting of data
Salary Range$60600 - $97200 / Salaried
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