Sr Analyst, Consumer Quality Assurance - IT Cosmetics
L'Oreal USA

Jersey City, New Jersey

Posted in Manufacturing and Production


This job has expired.

Job Info



L'OREAL USA - IT COSMETICS

General Information:

Job Title: Sr. Analyst, Consumer Quality Assurance

Division: L'OREAL Luxe

Supervisor Title: Manager, Consumer Care

Location: Jersey City, NJ

Job Summary:

Sr. Analyst Consumer Quality Assurance is responsible for bringing together E-Commerce, Customer Care and External Partners to provide a high touch consumer experience. The main focus is managing the day-to-day operations alongside our Distribution Center and partnering with key stakeholders on the development and growth of our Digital Clientele Program.

E-Commerce:

  • Manage relationship/operations with PFS Web Distribution Center in order to maintain a healthy and productive working relationship ensuring all KPI's and SLA's are met
  • Manage any issues that arise regarding inventory. Work with all partners to identify root cause, create a plan of action and help execute till resolution
  • Manage weekly PO/Inventory Levels/BO's to ensure inventory levels support sales plan and alerting the senior team of any possible issue.
  • Work closely with Ecommerce, Demand Planning, PFS on stock/inventory
  • Update PFS on ITC calendar and promotions for adequate staffing and support of ITC.com, includes the set-up of Customer Service appeasements
  • Mange/Run the weekly promo call as well as FNF calls
  • Collaborate on E-Commerce Promo Calendar to help provide customers with the best experience
  • QA site updates and promos to ensure accuracy, alert senior team of any issues proactively and aid in resolution, includes entering and monitoring JIRA support and task tickets
  • Collaborate with corporate security team to monitor counterfeit sellers of ITC in order to have them removed
  • Partner with site team on launch of any new site enhancements providing insight for a successful launch, including UAT and entering JIRA tickets.
  • Collaborate on sampling strategy to increase brand awareness and ensure consistent inventory
Digital Services Activations:
  • Project managing digital activations related to online services and customer experience
Beauty BFF Program:
  • In conjunction with D2C, E-commerce and Field Sales created the Beauty BFF program for virtual consults via appointment; this included creating landing page, email templates, setting up email box, help manage team/schedules and reporting on key KPI's
  • Partnered with CRM and social on promotion strategy
  • Modiface 1:1 Video Consults:
    • As part of the test pilot for this, partnered with D2C, E-commerce, Field Sales, Modiface, Digital IT to launch Modiface 1:1 Video Consults on PDP
    • Partnered with CRM and social on promotion strategy
    • Continue to manage KPI's, schedule with Sales, IT updates/enhancements
    • Looking at ways to scale this functionality including adding in ability to schedule appointments
  • Virtual Master Classes:
    • Work alongside Education, Ecommerce and Marketing teams to create Virtual Master Classes, this included creating landing page, promotion codes, ways to schedule and inventory needs at PFS.
Digital Clientele Project Management:
  • Partner with key stakeholders on launch of digital clientele program to provide our customers with best-in-class service
  • Streamline processes involved in creation to ensure timely and successful launch
  • Act as primary contact and liaison for all parties involved by implementing a 360-degree mind-set and ways of working for the program
  • Track CSR sales and work with Finance to align on agents' commission
  • Work to provide systems for 1:1 consultations between agent and customer to enhance customer engagement and provide best in class service
  • Strategize with key stakeholders on programs to acquire new customers and expand on relationships with existing customers in order to increase sales and AOV
Customer Service:
  • Act as Liaison with Customer Care senior team to provide updates to ensure they are prepared; facilitate any escalations with PFS Web
  • Monthly returns and replacement order analysis for senior team to ensure accuracy and customer satisfaction
  • Update Customer Care Team on ITC Calendar and Promotions for adequate staffing and support of ITC.com, also includes any key Retailer dates as well
Job Requirements:
  • 3+ years of customer service
  • Bachelor's degree
  • Excellent understanding of social engagement and social reporting tools.
  • Strong written and verbal communication skills an absolute must!
  • Able to adapt and lead team through digital changes.
  • Knowledge and experience in salesforce plus.
  • Consumer products experience preferred
  • Attention to detail and accuracy
  • Interpersonal skills; ability to work well with others
  • Great communication skills; both verbal and written
  • Exceptional organizational and problem-solving skills
  • Proficient skills in Microsoft Word, Excel and PowerPoint
  • Experienced with major U.S. and international retailers
  • Proven track record in building and organizing an exceptional customer service department
  • Ability to create strategy and tactical approaches to address issues
  • Must be able to identify priority requests and act quickly to deliver best solutions to problems/issues
  • Ability to set goals and distribute work efficiently and fairly
  • Strong interpersonal and mentorship skills
  • Excellent communication skills both written and verbal
  • Passionate about outcome and results
  • Available to work weekends and holidays as needed

We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email [email protected] . Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered. #DDIR


This job has expired.

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