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Mercury Marine - Proactive Consumer Care Specialist

Mercury Marine

Location Fond du Lac, WI
Posted 1182 days ago -
Type: Full-time Permanent
Reference ID: JR-024911

Description

It is our people behind life’s passions who will make the big difference. If you are interested in becoming part of a company that delivers market leading products, driving your own career and working with brands committed to active lifestyles, then you’ve found your fit.  

Have what it takes? Join us.

Position Summary:

The role reports to the Sr. Manager of Advertising and Creative Services.  Success in this role requires timely delivery of a coordinated set of content development, event marketing, advertising, digital marketing, sales support, consumer engagement, and media outreach initiatives.  It also requires an ability to manage budgets, prioritize expenditures, continually improve processes, and collaborate across functions.

Roles and Responsibilities:

Respond to Net Promotor Score surveys, forum boards, social media postings, and emails coming into the Mercury Marine and Mercury Communications inboxes.Monitor reviews of Mercury apps on the Apple App Store and Google Play StoreProactively communicate with Mercury Marine consumers through a variety of channels including; telephone, email, chat, social media, internet forums, etc.Responds to consumer and dealer comments and concerns, researches basis of concerns and takes action to restore faith in the company's products and servicesCommunicate with internal teams to provide superior customer experienceManage escalated consumer inquiries including follow up and all communicationsAccurately record all interactions in Mercury’s Service and CRM systemsActively monitor and manage Mercury’s online presence within forums and social media platformsAct as an “online ambassador” for Mercury MarineCollaborate with Mercury’s category, marketing, sales, technical service and product management teamsWork closely with Marketing team to provide reporting and insight on all consumer interactions. Based on consumer activity, recommend content to effectively interact with and promote the Mercury brand.Provide technical support and customer service to consumers and dealers with a targeted focus on Mercury Outboard, MerCruiser, Joystick Piloting, and SmartCraft SystemsMaintain the confidentiality of new products while mastering their technical features and troubleshooting processesProvide insights to Mercury leadership on trends and identify opportunities for the company

Required Qualifications:

4+ years of marine product knowledge and experience is preferred

College degree preferred

Detail oriented, resourceful, and able to manage shifting priorities

Strong verbal and written skills necessary to communicate effectively with all levels of the organization

Positive attitude and upbeat demeanor

Self-motivated with a strong consumer focus

Ability to understand and adapt quickly to new technologies and systems

Ability to remain calm and positive in stressful situations with strong interpersonal skills

Ability to reason through problems and suggest workable solutions

Desire to rapidly learn customer service policies and become well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers

Ability to work with diverse cross-functional teams

Working knowledge of Salesforce or other CRM software

Proficient in MS Office (Word, Excel, PowerPoint)

Working knowledge of social media platforms and internet forum usage

Desire to take ownership of projects and drive them to completion

Must thrive in a fast paced, high pressure environment with minimal direct oversight

Bi-Lingual (Spanish

We are the people behind life’s passions.

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors.  For help, please contact our support team at: hrsharedservices@brunswick.com or 866-278-6942.

Equal Opportunity Employer: Minorities/Women/Protected Veterans/Disabled

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#Brunswick Corporation - Mercury Marine

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