Job Description

CONSUMER CARE MANAGER

Join a successful and growing sustainable consumer packaged goods organization that pioneered high quality green cleaning products over 50 years ago.

We are looking for a talented Consumer Care Manager that is a player/coach for Consumer Care group within the Marketing Team.

In this role, you will be responsible for:

• Successfully implementing an automated new consumer ticketing and support system

• Tracking, prioritizing and solving consumer service tickets incoming via web, email, phone, text and social media

• Responding courteously, effectively and promptly to all consumers’ inquiries

• Creating monthly reports to be shared with management

• Developing and maintaining a comprehensive FAQ library

• Working closely with marketing to stay informed of all new product innovation, renovation and promotional activity

• Acting as an educator when engaging with consumers maximizing cross-promotional activity whenever relevant

• Collecting CRM information for consumer engagement and marketing communications

• Facilitating mailings including coupons, brochures, product samples, etc in a timely manner

• Assisting in managing inventory and sourcing of consumer give away items for marketing promotions

• Identifying consumer advocates and work with marketing team to contact them to build advocacy

In order to be successful, you will need:

• Passion for improving the lives of our consumers and providing safer products that are better for the environment

• 2-3 years of customer service experience on phone, email and in person

• Bachelor’s Degree

• Strong oral and written communication skills

• Strong analytical and problem-solving skills

• Exceptional interpersonal skills and customer service orientation

• Strong computer skills including Microsoft Word and Excel

• Ability to prioritize, multi-task and work independently and effectively in a team environment

• Must be able to deal with high volume workload and meeting deadlines

• Familiarity with technologies i.e. chat, texting, utilizing CRS systems

• Adapts to change well

• High sense of urgency

• Complete, timely, and thorough follow-ups

About ECOS®

• Family owned and operated since 1967, ECOS® makes over 200 environmentally friendly cleaning products that are safer for people, pets and the planet. ECOS® is a leader in sustainable manufacturing with carbon neutral, water neutral and TRUE Platinum Zero Waste-certified facilities and is a three-time winner of the U.S. EPA’s coveted Safer Choice Partner of the Year award. ECOS®, Baby ECOS®, ECOS® Pets and ECOS® PRO cleaners are available at major club and grocery retailers and natural foods stores throughout the U.S., internationally and online. For more information and retail locations, visit ecos.com.

Interested candidates should submit resume to jlollino@ecos.com