Title:  Consumer Care Lead

We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business. 

That’s why our employees, from around the world, choose to be a part of JTI. It is why 80% of employees feel happy working at JTI. And why we’ve been awarded Global Top Employer status, ten years running. 

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com

Department: Supply Chain & Logistics

Location: Raleigh, North Carolina

Reporting to: Customer Service, Logistics & Demand Planning Manager

Role: Permanent

Consumer Care Lead

About the Role 

The primary purpose of this position is to ensure that adult consumers concerns are accurately and efficiently addressed in a professional manner.  As the face of our JTI USA brands, this position is responsible for developing a strong rapport with adult consumers and providing clear, concise information to resolve any issues.

What you will do

• Provide phone and email support to both e-com and retail adult consumers, ranging from product inquiries to technical support. Provide responses to adult consumers based on approved macros and/or legal language
• Document all consumer interactions in appropriate systems for data analysis. Ensure all orders are taken and processed accurately and efficiently and delivered to customers without delay – E-com & Store
• Update and maintain customer database (current and new) as appropriate. Examine and document product returns and counterfeits for legal intervention and R&D
• Lead the RMA process for TSMs, Stores, Wholesalers/Distributors, in collaboration with Warehouse Team. Proactively identifying potential issues and recommend improvement opportunities as it pertains to the RMA process and overall Customer Service
• Supervise, motivate and coach customer service representatives in a high-volume environment. Handle escalated consumer inquiries – Returns, Warranties, Shipments. Retrieve and return consumer voicemails from after hours. Process vendor orders through QBs
• Support Manager and team with additional projects as needed

Who We Are Looking For

A well-organized, passionate, and detailed-oriented person, with:
 

• BA/BS degree required, or customer service experience
• 3 years’ experience of working in Customer Service / Logistics functions of National or International company. Lack of direct experience in CSL may be offset by work experience where individual worked extensively with outside customers and customer satisfaction was a crucial KPI.
• Proficient knowledge of computers including Microsoft Office (MS Excel & MS Word experience is required). ERP (SAP) experience is strongly preferred.
• Experience with customer service applications, such as ZenDesk, is strongly preferred.
• Excellent customer service skills. Ability to think on one's feet and react to customer issues. Organized & self-motivated.
• Quantitative analysis skills are desired.
• Strong organizational and time management skills needed to prioritize work and meet deadline commitments.

What We Offer 

In JTI USA, we are proud to be recognized as Top Employer and awarded the Global Equality Standards certificate as we continue our dedication to equal pay and equal opportunities. 

Our culture is what makes JTI USA a fun and exciting environment to work in. We value integrity, trust, empowerment, and freedom - freedom of choice, freedom of thought, freedom of expression, and freedom to be yourself. 

We ask for accountability, ownership, results, and collaboration. 

And we care for our people's well-being - In addition to the salary, you might want to enjoy the following: 

• Annual Performance based Bonus
• Employee Stock Purchase Plan 
• Personal Development 
• Medical/ Dental & Vision Plan for employee & family members.
• Life insurance
• Matching 401(K)
• Paid Time Off (PTO)
• Paid Family Leave of 20 Weeks
• Short-Term & Long-Term Disability 
• Education/ Tuition Assistance
• Flexible Dress Code
• Hybrid Work Setup 
• Snacks & Drinks
• Office Parties 
• Volunteering Activities 
• Employee Assistance Program - counseling, for employees & family members. 

In addition to other perks & benefits (i.e. fitness/ wellbeing activities, employee discounts, service awards, recognition program, etc.) 

Thank you very much for your interest in the role. You are welcome to apply!