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Customer Service Consumer Engagement

Date: May 16, 2022

Location: New York, NY, US

Company: Beam Suntory

Beam Suntory is Crafting the Spirits that Stir the World. Rooted in two centuries of family heritage, Beam Suntory has evolved into the world's third largest leading premium spirits company ... where each employee is treated like family and trusted with legacy. With our greatest assets - our premium spirits and our people - we're driving growth through impactful marketing, innovation and an entrepreneurial spirit. Beam Suntory is a place where you can come Unleash your Spirit by making an impact each and every day.

 

 

Customer Service Consumer Engagement  

 

The following position is open in New YorkUnited States.


 

What makes this a great opportunity?

Beam Suntory is seeking a Customer Service Consumer Engagement Specialist to join our dynamic, progressive team of Marketing professionals. As part of our newly launched Consumer Response Team you will  engage directly with our consumers cultivating and building a unique and direct to consumer experience. We are responsible for developing and delivering a roadmap to respond to all incoming consumer inquiries, concerns, and messages for our iconic brands. This entry level role will lead to a bigger career path at Beam Suntory by learning our brands,and our consumers, learning new tools and being a part of our Digital Team. The perfect candidate is a brand builder, consumer champion, and has strong organizational and interpersonal skills.

 

We are an organization that creates brands that are a part of celebrations and our culture reflects this. By joining the team, you will be an integral part in building our brands interaction with consumers at every touchpoint. Constantly evolving and always something new to learn, this new role offers the opportunity to shape how we bring our brands to life in the minds and hearts of our consumers.

 

Role Responsibilities

In your role as a Customer Service Consumer Engagement Specialist, you will:

 

  • Respond to all consumer inquiries, requests and complaints according to guidelines and performance expectations.
  • Document all consumer interactions accurately and thoroughly in Salesforce Service Cloud.
  • Assist with the development of messaging to deliver effective responses, improving metrics for both response quality and expediency.   
  • Develop thorough knowledge of Beam Suntory’s brands, products, and practices, as well as brand nuances related to the desired consumer experience.
  • Support growth of consumer base, build relationships and cultivate loyalty.
  • Deliver above-and-beyond customer service by surpassing our consumer’s everyday expectations.
  • Support Consumer Engagement initiatives to manage customer relationships efficiently and effectively

 

Qualifications & Experience

 

At Beam Suntory, we recruit the best people to help grow our business and build on our success. To be considered for this position you must be able to demonstrate the following:

 

Required:

  • 2-3 years of strong consumer experience or equivalent; experience handling consumers in a variety of ways including phone, email, chat, and social media.
  • Experience writing clear, concise, grammatically correct email responses to consumers.
  • Experience communicating complex topics to customers in verbal and written form.
  • Ability to stay organized while working with numerous consumer inquiries and the ability to work with a variety of brands, products and situations.
  • Experience working in a fast-paced environment requiring flexible work schedules and shift work.
  • Ability to adapt to situations where change may occur frequently.

 

Preferred:

  • Familiarity with SalesForce Service Cloud or other consumer response enterprise-level tools
  • Passion for digital and the consumer’s online shopping experience

 

 

 

At Beam Suntory, people are our number one priority, and we believe our people grow together in diverse and inclusive environments where their unique insights, experiences and backgrounds are valued and respected. Beam Suntory is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, military veteran status and all other characteristics, attributes or choices protected by law. All recruitment and hiring decisions are based on an applicant’s skills and experience.