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The Estée Lauder Companies attracts the most outstanding people from diverse industries and nurtures their talents. Whether they work in one of our stores, on a production line, at our corporate headquarters in New York City or in one of our affiliates worldwide, our employees take pride in their contributions to our success.

Job Information

The Estee Lauder Companies Consumer Care Representative in Bristol, Pennsylvania

Consumer Care Representative

Brand: Estée Lauder Companies


Position Summary

Responds to all consumer inquiries by mail, phone, fax, or internet for the affiliated Estee Lauder Companies. Captures relevant data for the consumer information database.

Key Roles & Responsibilities

  • Researches information needed to answer consumers’ product concerns. Communicates with consumers by composing accurate, prompt and effective replies. Makes decisions on appropriate reimbursement on a case-by-case basis.

  • Utilizing the Consumer Communications Call Strategy responds to consumers, regardless of issue or consumer’s demeanor. Makes decisions about the nature and disposition of complaints; consults with manager, director/product experience, or brand directors when necessary.

  • Develops a comprehensive knowledge of company services and products including product composition, package directions, promotions, and pricing.

  • Monitors consumer contacts to ensure action on possible liability incidents, product or other according to risk management procedures. Communicate potentially troublesome areas and emerging trends to Consumer Communications Manager, Brand Directors, Director/Product Experience and Vice President.

  • Assists the in the administration of customer perception surveys. Contributes to the development, implementation and evaluation of programs and services directed to special needs customers.

  • Participates in various functions and professional organizations in order to improve performance, enhance skills, and help build departmental expertise.


  • College degree and/or relevant experience preferred.

  • Excellent interpersonal, verbal and written communication skills required.

  • Proficiencies, demonstrating the proper articulation necessary to communicate with prestige brand customers.

  • Ability to work in a fast paced environment while exhibiting tact, good judgment, diplomacy and flexibility.

  • Basic knowledge of arithmetic.

  • Must be able to work well independently.

  • Must present a professional appearance and demeanor.

  • Must be able to type 40-45 W.P.M.

  • Demonstrated knowledge of computer systems such as Word, Excel, PowerPoint, Visio, Access, Outlook, Internet & Intranet.

  • Must successfully pass written and practical tests and achieve scores equivalent to national standards.

  • Must be able to work in a multi-task environment.

  • Must be able to work overtime as needed.

Job: Customer Service

Primary Location: Americas-US-PEA-Bristol

Job Type: Standard

Schedule: Full-time

Shift: 1st (Day) Shift

Travel: No

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply.

Job Number: 192486