Sr. Associate, Consumer Experience Operational Support

SC JOHNSON IS A FIFTH-GENERATION FAMILY COMPANY BUILT ON THE SPIRIT OF OUR PEOPLE. We have been leading with purpose for over 130 years, building iconic brands that win the hearts and minds of consumers – such as Raid®, Glade®, Ziploc® and more, in virtually every country around the world. Together, we are creating a better future – for the planet, for future generations and for every SCJ team member. Join our winning team of Wave Makers and Go Getters and help us write the next chapter in the SCJ story.

ABOUT THE ROLE

SCJ strives to be the most trusted company on planet. The goal of the Consumer Relationship Center is to contribute to that trust and exceed consumer expectations by continually striving to innovate and provide best in class consumer care, engagement, and community on behalf of our Global Consumer and Lifestyle Brands.

In this role, you will develop global best practices that can be implemented within region and ensure compliance to global corporate policies.  You will be supporting the team of internal and external Customer Relationship Center hubs around the globe, and management of all channels/methods/means of consumer contact & engagement.

The Sr. Associate, Consumer Experience Operational Support reports to the Manager, Consumer Experience Center and is responsible for coordinating, communicating and executing various programs and activities related to a Best In Class consumer affairs operation, consistent with designated service and satisfaction strategy. The annual contact volume is 800,000. In this role, you will serve as initial point of contact and liaison for vendors, partners and internal clients on matters related to frontline contact handling. You will demonstrate the ability to develop a strong knowledge of call center management to the expert level. 

KEY RESPONSIBILITIES

• Develop global process documents and procedures to support best in class service and operations around the world

• Work with Regionals to ensure sustainable processes adhering to CEC protocols

• Administrative project management of new global product integrations, including Lifestyle Business Units and Corporate New Ventures

• Interface and liaise with corporate governance departments, such as GIS, BPT and GIA to understand requirements and ensure CEC adherence to policies

• Support Regionals in all types of Audit: PSRE, ISO, internal/external

• Work closely with Regionals to ensure glocalization of protocols & KPIS

• Vendor Risk Assessment renewal & tracking with Regionals

• Manage and oversee CEC CRM system access requests

• Responsible for execution of global product knowledgebase maintenance and tracking

• Documentation of standard operating procedures

• Perform annual audit of compliance to quality standards, protocols and requirements

• Discover and implement global trainings with Regionals to support best practice initiatives

REQUIRED EXPERIENCE YOU’LL BRING

• Bachelor’s Degree with 2+ years of Consumer Affairs or Contact Center experience

• Qualified candidates must be legally authorized to work in the US

PREFERRED EXPERIENCES AND SKILLS

• Strong computer skills and knowledge of office technology/equipment.  Excellent working knowledge of Excel, Word, Outlook and PowerPoint. Experience working with SAP

• Know-how and track record of results delivering the customer experience in CPG consumer affairs

• Excellent understanding of the dynamics, principles and technology employed in inbound contact center management

• Versed in inbound call center technology, e.g., telephone, ACD routing, CRM contact handling systems, online knowledge base tools, WFM software, digital listening, monitoring and response tools, etc.

• Strong analytical/critical thinking skills

• Team building skills, especially cross-functionally and across countries

• Ability to work independently, manage conflicting priorities and multiple tasks

• Excellent communication and interpersonal skills

• Ability to implement and ensure standards/controls internally and externally

• Ability to speak and write with fluency in English

• Experience supporting consumers in a contact center environment

• Flexibility to work weekends and alternate hours as required

JOB REQUIREMENTS

• Full Time role in Racine, WI

• Ability to spend ~ 25% time at Call Center in Neenah, WI

• 15% travel

• This role is not eligible for relocation

• Remote work is available once per week for eligible employees

BENEFITS AND PERKS

SC Johnson’s total compensation packages are at or above industry levels. In addition to salary, total packages may include bonuses, long-term incentives, matching 401(k) contributions and profit sharing based on company profitability, job level and years of service. As a family company, we’re committed to providing benefits such as subsidized health care plans, maternity/paternity/adoption leave, flexible work arrangements, vacation purchase options, recreation and fitness centers, childcare, counseling services and more. 

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Inclusion & Diversity

We’re a global business, with people from every culture, ethnicity, race, religion, gender identity, sexual orientation, age and ability. We recognize the breadth of human experience, and we work to celebrate it. It is our goal to build a diverse, inclusive and supportive work environment where all people can thrive.

We’re committed to ongoing efforts that help us attract, hire, and retain diverse talent who want to build a positive, inclusive environment. Read more about our ongoing initiatives at https://jobs.scjohnson.com/inclusion.

Better Together

At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.

Equal Opportunity Employer

The policy of the Company is to ensure equal opportunity for all qualified applicants and employees without regard to race, color, religion, gender, marital status, sexual orientation, national origin, ancestry, age, gender identity, gender expression, disability, citizenship, pregnancy, veteran status, membership in any active or reserve component of the U.S. or state military forces, genetic history or information or any other category protected by law.

Accommodation Requests

If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to SCJHR@scj.com. All qualified applicants are encouraged to apply. Download the EEO is the Law poster for more information.