Reynolds American Inc. (RAI) Consumer Quality Rep - SFNTC - Marketing Administration in Oxford, North Carolina

Consumer Quality Rep - SFNTC - Marketing Administration

Date:Mar 13, 2018

Location:Oxford, NC, US


Reynolds American Incorporated is positively transforming the tobacco industry. We’re a family of companies that strives for success in everything we do. The future inspires us because our people are igniting the breakthroughs that are redefining the ways adult tobacco consumers enjoy tobacco in the 21st century.

When other companies talk about growth, they only talk about size. At RAI, we focus on the growth of our people. We take pride in each other’s growth and well-being throughout our careers. We invest in your career and total well-being because we know our companies succeed when our people thrive.

At the RAI companies you’ll have the opportunity to work on iconic brands and revolutionary products by collaborating with visionary, principled and passionate people every day.

This position is within Santa Fe Natural Tobacco Company—the manufacturer of Natural American Spirit.

Represents the company in a courteous, professional and personable manner. Receives and responds to inbound consumer calls and makes outbound consumer calls from voicemail or Ansafone emails, consumer emails, and consumer letters in a manner consistent with the SFNTC Company Vision statement, as well as department and individual goals. Manages all aspects of the consumer relationship life cycle, including new account set-up, mailing issue resolution, account maintenance, answering questions about the company, products, services, and programs, as well as other consumer associated tasks as needed.


  • Provides detailed information in a personable and professional manner to eligible adult tobacco consumers who have questions about the company, products, website, and promotions for the Natural American Spirit brand as well as efficiently documents all interactions.

  • Proficient in all aspects of the consumer life cycle, including: account setup and profile updates in RightNow Technologies (RNT), or similar CRM system of record, and any restrictions related to this industry.

  • Answers and responds to transferred calls and emails from our 3rd party contact center (Ansafone) for various escalated inquiries.

  • Assists manager in implementing plans/communications to meet Consumer Relations team and company objectives.

  • Accurately documents and verifies consumer requests, compliments, and profile updates.

  • Documents issue resolution, identifies trends, and regularly reports opportunities or findings to Consumer Relations Manager, manufacturing, and additional stakeholders via phone and/or email.

  • Engage in conversation with adult tobacco consumer to reinforce the personal relationship connection between individual adult tobacco consumers and SFNTC/Consumer Relations.

  • Promotes effective teamwork amongst team and throughout the company.

  • Works closely with team members to establish and follow an assigned work/break schedule – may require opening or closing schedule changes at times.

  • Provides additional coverage as needed

Working Conditions (i.e. overtime, travel, etc.):Other duties may be assigned as needed. Overtime and travel may be required.



Minimum High School Diploma, or equivalent required. Junior College Degree preferred.

Work Experience:

2 years customer service experience. PC experience in a work environment and proficiency in Microsoft business applications.

Special Skills/Knowledge:

Verbal and written communication skills. Problem-solving skills. Bilingual (Spanish) preferred. Customer service and multi-tasking skills. Ability to work in fast-paced enviornment

Compensation/Targeted Bonus

  • Competitive Annual Salary

  • Targeted Annual Bonus

  • Relocation assistance available for those who qualify.

Benefit Summary

Our company offers very competitive compensation and benefit plans, including:

  • 401(k) plan that offers opportunity to save on pre- and post-tax basis up to 50 percent of eligible compensation. Company matches 100 percent of employee pre-tax/Roth (401k) contributions up to six percent

  • Comprehensive health- and welfare-benefits package

  • Eleven paid company holidays annually, plus a generous paid vacation plan based on length of service

  • Company-paid sick and personal days, funeral leave and jury duty leave

  • Confidential personal financial counseling service

  • A matching grants program that enables employees to direct and double their donations to qualifying charitable organizations of their choice

  • Health-care advocacy service

  • Volunteer service opportunities

  • Extensive training opportunities


Reynolds American Inc. is an indirect, wholly owned subsidiary of British American Tobacco p.l.c., and the U.S. parent company of R. J. Reynolds Tobacco Company; Santa Fe Natural Tobacco Company, Inc.; American Snuff Company, LLC; Niconovum USA, Inc.; Niconovum AB; R. J. Reynolds Vapor Company; Lorillard Licensing Company, LLC; and Reynolds Brands, Inc..

Reynolds American Inc. and its affiliated companies is an Equal Opportunity / Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Our organization offers a level of challenge, responsibility and creativity for motivated employees that stands apart from the crowd.

We are also committed to employing a diverse workforce and valuing different perspectives, experiences and talents to maximize the company's potential for successfully achieving its business objectives.

Onlyapplicants requiring reasonable accommodation for any part of the application and hiring process should contact us directly.



Nearest Major Market:Raleigh