Position Summary :
The Consumer Relations Supervisors main function is to supervise and oversee the day-to-day functions of the Consumer Relations Department.
They must assure that the Team provides exemplary customer service to people who develop issues with the company’s products or services.
This will be done through continued teaching, coaching, and developing of team members as well as providing support and guidance.
Provide solutions and approvals for escalated customer inquiries and concerns. Isolate and identify opportunities for improvement across all department functions.
Analyze and create reports from customer feedback surveys and consumer relations database and present solutions and ideas for growth.
Essential Job Functions
- Provide daily support to Consumer Relations Team regarding daily workload / special projects / key trend monitoring / etc.
- Works closely with some members of Quality Control, Quality Assurance and Packaging teams as well as Sales Team, Brand Marketing, Promotional Marketing, NPD, Category Management teams, legal department, and Director of Consumer
Relations.
- Maintain a positive and strong work environment.
- Provides accurate training including effective induction and orientation sessions, monitors and evaluates training program effectively and monitors success and reports on the progress.
Training includes providing team with appropriate training materials, training tools, FAQ’s that will help the department succeed in answering all consumer questions.
- Create and maintain reports on databases to track and evaluate follow-through, trends, and work performance.
- Monitor queues and representative performance.
- Must be detailed oriented.
- Must have Excellent problem-solving skills.
- Conduct Annual Performance Reviews to respective team.
- Perform other duties as assigned.
Position Requirements :
- College graduate preferred.
- 3-5 years of experience in Consumer Relations and / or Customer Service in lead or supervisor role preferred.
- Excellent written and verbal communication skills.
- Must be able to understand issues and help create solutions.
- Must be able to think strategically.
- Must be able to lead team effectively.
- Excellent Data Entry Skills.
- Intermediate to advance level of Word and Excel.
- Ability to work under pressure and manage multiple activities at the same time.
- Strong analytical and problem-solving skills
- Ability to successfully meet standards of physical examinations and substance abuse testing, if required.
- Fluent in Spanish or French a plus.
BASE PAY RANGE : $58,000 - $70,000
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