Consumer Care Supervisor

Division Information

The Home & Garden business unit of Spectrum Brands is based in St. Louis, Missouri with distribution, manufacturing and sales offices throughout the US and globe. We are a leading supplier of consumer products nationally for the home, lawn and garden, insect and weed control markets. We deliver groundbreaking products of exceptional value and top-notch quality to consumers with our well-recognized brands including Spectracide, Hot Shot, Cutter, Repel, Black Flag, Garden Safe, EcoLogic and Liquid Fence.

Job Summary

The Consumer Care Supervisor supervises the daily consumer claim process, assisting in the resolution of escalated consumer situations. Communicate and work closely with external consumer care team to ensure timely execution of consumer issues. Assist Consumer Care Manager with leading the overall Consumer Care function for Spectrum Brands.

Primary Duties & Responsibilities

Claims 40%

• Create consumer care files to ensure appropriate documentation and organization

• Interface with the consumer and relevant parties to receive, process and disseminate claims

• Work with Consumer Care Manager to gain approvals and resolve claims

• Help negotiate claim settlements to minimize long range company costs and maintain consumer relations

Escalated Consumer Situations 20%

• Assist in managing escalated consumer situations

• Work with Consumer Care Manager to ensure appropriate communication throughout the organization

• Respond appropriately and resolve effectively

• Maintain compliance with company, state and federal agency guidelines

Product Knowledge/Training 20%

• Acquire and maintain a working knowledge of Home & Garden products and chemicals

• Interact with other areas of the company to obtain additional product information for consumers

• Help in the development of consumer care reports, product training material and assist in the training of consumer care agents

Reporting/Meeting Participation 20%

• Assist in integrating outsourced consumer data into corporate database structures to facilitate accurate reporting across the organization

• Support presentations with consumer care data for the Quality team and other key functional areas

• Help with the development of meaningful key metric reports

• Other duties as assigned.

Education and Experience Profile

EDUCATION AND EXPIERENCE

• Bachelor's degree preferred.

• 1 -3 years of business experience in the Consumer/Customer Services area or Call Center environment with supervisory experience.

• Consumer product background.

Required Skills

• Excellent verbal and written communication skills

• Accomplished user of Microsoft Excel, Word and PowerPoint

• Ability to effectively prioritize and handle multiple tasks and projects simultaneously

• Ability to excel in a fast paced, dynamic work environment

• Detailed oriented

Work Environment

Working conditions are normal for an office environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Spectrum Brands is an Equal Employment Opportunity/Affirmative Action employer.

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