No Relocation Assistance Offered Job Number #167805 - Del.Miguel Hidalgo, Mexico City, Mexico **Who We Are** Colgate-Palmolive Company is a global consumer products company operating in over 200 countries specializing in Oral Care, Personal Care, Home Care, Skin Care, and Pet Nutrition. Our products are trusted in more households than any other brand in the world, making us a household name! Join Colgate-Palmolive, a caring, innovative growth company reimagining a healthier future for people, their pets, and our planet. Guided by our core values—Caring, Inclusive, and Courageous—we foster a culture that inspires our people to achieve common goals. Together, let's build a brighter, healthier future for all. **Get in the Game: Dive into the Role** Step up as our **Hill's LATAM Consumer Affairs Lead** and own the responsability for delivering an exceptional customer experience to Hill's consumers. The role consists of successfully managing interactions with consumers to build and increase loyalty/retention. This may include answering product questions and addressing both praises and complaints. Protect the company when handling high risk contacts (pet ill, foreign material etc.). **Your Mission: What You Will Do** + Provide quality service and support across channels (phone, email, chat, social media, letter) for various inquiries and complaints, accurately recording them in the Consumer Response system. + Build rapport with Hill’s stakeholders, follow SOPs, and escalate exceptions or complex issues as needed. + Monitor and respond promptly to social media messages, report concerns and content gaps to leadership, and support script updates. + Analyze personal metrics for performance improvement and contribute to team-based process enhancements. + Review online ratings and reviews, responding appropriately, and coordinate documentation for vet bill reimbursements in partnership with PVA. + Support specialized services, system testing, IT issue reporting, refunds/exchanges, website navigation, promotions follow-up, and staff feeding program management. **Must-Haves for Success: Required Qualifications** + Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or similar. + 3+ years in customer service and/or regulatory affairs. + Ability to address issues, resolve complaints and difficult consumer conversations through standard and escalated SOP's. + Strong sense of empathy for Pet Parents and ability to respond in difficult situations. + Ability to reference technical product information to provide customer support for as many as 150 products. + Advanced English level. **Boost Your Game: Preferred Qualifications** + Veterinary knowledge and/or regulatory experience in veterinary medicine. + Strong interpersonal and organizational skills to build consensus, influence, and manage multiple priorities effectively. + Proficient in customer service technology and dedicated to customer satisfaction with a high degree of integrity. + Passionate about excellence in treating and caring for both employees and external customers. + Adaptable and resilient, thriving in fast-paced and high-pressure environments. **Our Commitment to Inclusion** Our journey begins with our people—developing strong talent with diverse backgrounds and perspectives to best serve our consumers around the world and fostering an inclusive environment where everyone feels a true sense of belonging. We are dedicated to ensuring that each individual can be their authentic self, is treated with respect, and is empowered by leadership to contribute meaningfully to our business. **Equal Opportunity Employer** Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law. Reasonable accommodation during the application process is available for persons with disabilities. Please complete this request form (https://docs.google.com/forms/d/e/1FAIpQLSdaxk\_eF4utznQoVHlxmL9jVFJbOkM4Oe5CAdKOg-h9EPdLfg/viewform) should you require accommodation. \#LI-Hybrid