DTC Customer Rep

Edgewell is not just a company, but a vibrant global community of 6,800 visionaries, doers, and makers. Our family of over 25 personal care brands serves people in more than 50 countries. We are dedicated to infusing joyfulness into every aspect of our work. Our pledge goes beyond our products, with our fundamental value of People First guiding us to foster a diverse, inclusive, and respectful environment where every team member can flourish and celebrate our shared achievements.

This role will be Hybrid out of our Chesterfield, MO offices.  Hours will be 7:30am - 4pm  or  8am - 4:30pm.

Key Result Area:
Manage large amounts of inbound calls, emails and chats to assist customers in answering questions, finding solutions to issues, addressing concerns or complaints and providing other relevant information. They will ensure every customer is satisfied with their experience and with the products we offer.

Primary Duties and Responsibilities:

• Manage Consumer Phone/Email/Chat Queue
• Promptly answer/respond directly to consumers/customers through phone/email communication to review a consumer's needs and requests until resolution is completed
• Initiate replacement orders
• Investigate and resolve all order related issues
• Communication with warehousing and transportation teams, order entry and other various internal areas to manage orders, track shipments as follow up to provide complete resolution.
• Assist with special projects, goal tracking, and process improvement initiatives
• Assist in integrating new lines of business for our Direct to Consumer platform.
• Assist in consumer communication volume into database structures to facilitate accurate reporting across the organization
• Support presentations with consumer data for the leadership team and other key functional areas
• Help with the development of meaningful key metric reports
• Create procedural documents, work instructions, training materials and responsibility matrices to ensure adherence to direct to consumer policies
• Access multiple system applications simultaneously to effectively service consumers
• Escalate areas of process improvements and training gaps to enhance company operati on eff orts anddepartmental goals
• Weekly reporting on departmental goals
• Follow communication “scripts” when managing various Brands and promotional topics
• Build sustainable relationships and engage customers by going the extra mile

Working Relationships:

• Customer Service
• Distribution
• Marketing
• E-Comm Sales Team
• Planning
• Information Technology

Required Experience:

• Entry Level; Customer Service experience preferred
• High School diploma or equivalent required
• Knowledge of Microsoft 365 (Word, Excel, Power Point, Outlook and Teams)
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Ability to learn and adapt to applicable order processing and tracking systems
• Capacity to become a subject matter expert on Edgewell’s Direct to Consumer Site
• Self-starter with a strong drive for results and ability to bring projects to completion
• Strong time management and organization skills
• A sense of urgency, attention to detail and follow-up
• Comfortable with ambiguity
• Ability to work with little supervision and work well with others at all levels within the organization
• Capable in an environment that requires adaptability, calmness under pressure, and decisiveness

The salary range for this position is $44,000- $50,000. The actual base salary offered to a candidate may vary based upon factors including, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance.

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Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.