Supervisor, Product Specialist

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Sales Dev
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The Product Specialist Supervisor provides both general & science-based product information, support services and resources to staff, Sales Force and consumers. They are the subject matter specialist for product knowledge topics. With a high level of demonstrated adaptability, coordinates, delivers & monitors the product-related database, responses, education & support for consistency & accuracy to the field. Their primary focus is to lead, interact, engage & deliver support to the Customer Success Service Center agents and provide direct guidance and support for those representatives performing in Product Knowledge as their primary role. The Product Service Specialist Supervisor initiates, develops, and maintains relationships throughout the Company to support the flow of product-related information between department and groups in other divisions. Key interactions of this position include Product Marketing, Product Education, R&D Safety & Claims, Medical Affairs, Quality & Regulatory, and IT support teams. They communicate directly with the sales force for product-related inquiries that require more detailed conversation. Important activities of this role include effective staff & sales force interactions related to sensitive information involving product information while adhering to customer service best practices and internal operational standards and guidelines.  

Essential Duties and Responsibilities

  1. Providing ongoing coaching and development of Customer Success agents ensuring the necessary skills are in place to support HER.  Meeting with team members on a regular basis providing timely feedback and coaching for success. This will include conducting regular monitorials, participating in regular one-on-one meetings, reviewing of monthly stats, and the completion and deliverance of performance reviews. 

 

  1. Leading a team of Customer Success agents, ensuring appropriate & accurate responses when communicating on the topics of both general and product technical information, including but not limited to, product positioning, packaging, ingredients, claims, proper use instructions, and product-related recommendations to improve the selling strategies for our sales force. Includes, but not limited to, The Product Promise, PK workshops, Product Videos, Make-up Artists Application Videos, Fact Sheets, Company Position Statements, Product Central Tools, Sales Force Catalogs, Advertisements, and all of the “Science-behind-the-Beauty content.  Identifies product-related information gaps & works directly with Manager to develop a continuous improvement plan.  Working with the Training Quality Monitor team, participates directly with call monitoring activities listening specifically for audit of Product Knowledge content  

 

  1. Working closely with Product Marketing & Product Education, provide product technical information support for the creation, reviewing & approval of product-related marketing & education material.  This includes Product Position Stories, Product Knowledge Workshops, Product Fact Sheets, Video Scripts, Stage scripts and FAQ support documents.  This happens both prior to launch and ongoing throughout the life cycle of the product in the field.  Demonstrates effectiveness by accurately having knowledge of the current Service Center needs & anticipated future gaps to provide the level of support required for a successful service experience.  May include the input & review with company-issued product-related response statements and other unique material to address a specific situation. Gathers all pertinent data from established department contacts, determines what information is to be communicated, prepares information for distribution, and communicates the information to the appropriate team members.  Researches and responds to questions from the Service Center about communication details.  Prepares appropriate product-related content as necessary.   

 

  1. Initiates ongoing reviews of Standard Operating Procedures, Work Instructions, and Product Knowledge training materials to ensure that all content is current and up to date.  Identifies the need for and assists team members with the updating and scripting for materials and other written and/or online communication pieces to support new processes and procedures.  Working closely with Manager, coordinates with the Service Center teams and related groups in Quality, Medical Affairs, Legal & Risk Management, and other teams where we need to comply with procedures for the handling sales force inquiries with product medical & product quality cases. 

 

  1. Working directly with Manager and the Product Marketing/Special Events Team, assists with the coordination of the Product Science Support EXPO Booth, including staffing, signage, educational material, and assist in the development of product training prior to the event.  As requested, participates in company-sponsored sales force product-related functions, such as Seminar, Leadership, Career Conference, and other sales force events.  

Education:   Bachelor’s degree required or equivalent experience.  

Experience: 5+ years of related experience plus prior supervisory experience, with a focus on consumer or sales force affairs & related support education including multi-channel operations and/or transferrable skills from other fields & industries

  1. Must have demonstrated leadership experience and skills.  
  2. Must possess the ability to understand product-related information and transform the content into a user-friendly and understandable format that can easily be communicated through the service center.
  3. Must possess effective communication skills to interface with leadership, staff, sales force, and customers, and to do so with accuracy, tact and adhering to company guidelines.  This includes verbal, written & 1:1 and classroom presentation. 
  4. Must possess problem-solving skills, to quickly identify the situation and provide recommendations to staff and/or leadership to successfully resolve an issue in a timely manner. 
  5. Must possess computer system skills and attention to details required to be one of the administrators for the Product Information Support Center utilized by the service center agents and to effectively perform business activities in the various company systems and some external applications. 
  6. Strong interpersonal and relationship skills required to initiate and build relationships and work well with and for others within the department and the Company.  
  7. Flexibility and adaptability required to coordinate multiple high-priority projects and meet established deadlines for information distribution and posting.  
  8. Requires ability to effectively be adaptable in the handling of multi-tasking, processing and recall of information quickly.
  9. Ability to speak and write clearly and to utilize proper grammar required to communicate effectively with customer service groups and established contacts in other departments.  
  10. Must be able to pass spelling and grammar test to accurately compose communications and internal website postings for customer service representatives and other groups within the Company. 

 

 

 

 

 

Working Conditions

  1. Normal office-based work environment. 
  2. Travels frequently within the DFW area especially between company facilities. 
  3. Domestic travel required (~ 5-10%) and potentially may fluctuate based on business needs. 
  4. May be required to work beyond normal work hours to accommodate workload demands, including but not limited to monthly peak periods, special events functions and type of work may fluctuate to include non-typical roles & activities to meet the needs of the business. May occasionally be exposed to heat, cold, and inclement weather conditions during business travel or other special activities. 

 

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