Product Care Support Executive

Employer: Philip Morris Romania
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
  • Updated at: 18.09.2020
    Short company description

    Welcome to Philip Morris International’s (PMI) affiliates in Romania, Philip Morris Romania SRL and Philip Morris Trading SRL.

    Philip Morris Trading SRL, based in Bucharest, is responsible for the sale and merchandizing of PMI brands throughout the country. We have a dynamic brand portfolio that includes top international brands such as IQOS, Marlboro, Chesterfield, L&M and Virginia Slims. Philip Morris Trading SRL was established in 1997 and today employs more than 250 people in its head office and regional sales offices.

    Philip Morris Romania SRL is our manufacturing factory based in Otopeni and employs more than 700 people. The factory has recently received a 490 million euro investment in becoming a new tobacco products – HEETS for the IQOS tobacco heating system. The factory serves the international demand of countries as Japan, but also EU countries where IQOS is sold.

    We are also strongly committed to making a difference in the communities where our employees live and work. We support nonprofit organizations in the fields of education, culture, domestic violence prevention, and the fight against hunger and extreme poverty.


    • Customer focus and understanding;
    • Excellent analytical skills, ability to turn numbers into actionable insights
    • Quick grasp of issues and Problem solving skills;
    • Proven record of driving simplified, effective solutions – Lean or similar expertise;
    • Good commercial acumen with ability to build rapport with internal and external business partners;
    • Integrity and trust;
    • Involvement and proactivity
    • Good commercial acumen with ability to build rapport with internal and external business partners;
    • Advanced ability to write and edit content for consumer interactions & excellent proofreading skills;
    • Involvement, proactivity and continuous improvement mentality;


    • Contribute to Product Care projects development and deployment, based on a deep understanding of the target audience, targeted channels and programs with the main purpose to ensure an enhanced interaction between customers & product: replacement strategy, consumer & 3rd party education, product (device and Heets) issues & solutions etc;
    • Implement the development of distinctive loyalty and retention programs/projects that ensure high customer satisfaction as well as minimize losses (money back/replacements) so as to ensure the same consumer experience
    • Suggest and inform the team on any matters relating to improve customer satisfaction with all Customer Care processes; Instant follow up on critical complaints which require special handling;
    • Ensure alignment, effective collaboration and knowledge sharing with internal & external stakeholders;
    • Ensure all Customer Care and Product Care activities are in line with deployment plans, using the resource in the most efficient way;
    • Deployment of the global Standard Operation Procedures considering market rules
    • Provide compliance with PMI principles and practices and local legislation in all business related activities.
    • Ensure flawless implementation and consistent follow-up of any newly identified replacement channels, with a continuous improvement mentality and with the main objective of making memorable the consumer experience;
    • Assist 3rd party service suppliers in case they need additional support so to ensure that they deliver expected business results;
    • Draw up monthly reports and activities necessary in order to reconcile costs with suppliers
    • Transform data into insights analyzing Product Care data and derive the needed actions

    Other info

    - 1 year temporary contract with Lugera & Makler working for Philip Morris Trading SRL;
    - Location: University Square;
    - From monday to friday, from 9:00 to 18:00;