JOB PURPOSE / MISSION / SUMMARY
This person will help design, implement and improve a new global business process to respond to online Lexmark customer reviews.
This individual will positively impact Lexmark’s online brand image by quickly responding to feedback customers share in both online reviews and in Q&A sections for targeted models.
The job will also require regular collaboration with subject matter experts across business functions in areas such as development, product marketing, solutions marketing, service, sales, customer experience and others.
KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS / REQUIRED SKILLS :
Ongoing collection and management of online Lexmark product reviews from sites such as Amazon, Google shopping, etc.
Help develop and maintain a customer response prioritization strategy across themes and platforms and product segments.
Interpret customer feedback perceptions of their recent experiences including understanding of the issues driving negative feedback as well as reasons for postive reviews.
This will sometimes require identification of the correct internal resources (subject matter experts) to help provide guidance.
The most critical part of this role is the creation of customized / personalized responses that are tailored to individual situations and positively reflect Lexmark brand image.
Post responses to targeted eTail sites
Monitor Lexmark online presence at targeted sites and if needed work with eTail vendor relationship managers to highlight and address issues / concerns.
Deliver reporting on review activity on a regular cadence
Develop and maintain standard work documentation of the online customer review process.
Research and implement best practices for responding to online reviews in eCommerce space.
Must have excellent written communication skills and the ability to empathize with customers.
Must participate in product training / webinars, and keep up to date on new Lexmark offerings
EDUCATION / EXPERIENCE :
A Bachelor's degree is required.
Minimum of 2 years working in technical support, product marketing or other related positions.
Experience with / knowledge of Lexmark Products, Apps, Toner offerings, Websites