Consumer Services Lead

Division Information

Spectrum Brands' Home & Personal Care (HPC) Appliances business participates on a global basis in small electric appliances, shave/groom appliances and beauty appliances. Our well- known brands include George Foreman, Black+Decker, Farberware, Breadman, Juiceman, Russell Hobbs and Remington. Our products appeal to consumer trends for healthy eating, stay-at-home cooking, creating today's new hair style and much more. We distinguish our product offerings from the competition by employing forward thinking, innovative technologies matched with a strong understanding of consumer needs to bring to market high quality, superior products that delight the end user.

Job Summary

The Consumer Services Lead is expected to develop and maintain strong business relationships with both internal and external stakeholders with the focus of delivering a best in class consumer experience. The Consumer Service Lead specializes in consumer escalation management, monitors and drives external call center management performance and works closely with Legal, Quality, Supply Chain and other functional groups as required to respond to consumer concerns.

Primary Duties & Responsibilities

• Leads the oversight of the daily call activity and responses provided by the various third-party call centers. Monitors for quality, provides feedback and training as required and ensures the relevant departmental KPIs are achieved.

• Handle escalated consumer inquiries and resolve issues in a timely manner.

• Collaborate with other departments to improve processes and consumer satisfaction.

• Ensure call centers adhere to company policies, procedures and industry regulations.

• Responsible for oversight of escalated claims and the closure of all requests.

• Partners with Quality and New Product Development to review product incident notifications and data gleaned from call center and quality information systems.

• Maintains oversight of upsell programs, ensuring programs are in place to facilitate add on sales.

• Operates with urgency and accuracy for any legal requirements or deliverables.

• Prepare reports regarding claims, status updates and pending tasks.

Education and Experience Profile

• Associates degree in Business or related field.

• Minimum 3+ years of experience with a focus on Consumer Packaged Goods call center.

• Warranty management experience.

• Ability to multi-task and adapt to change.

• Supply chain experience a plus.

• Demonstrated professionalism and dependability.

• Demonstrated collaboration and negotiating skills.

• SAP/Salesforce/Zendesk experience a plus.

Required Skills

• Consumer focused and action oriented.

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

• Ability to manage complex situations.

• Situational adaptability.

• Excellent written and verbal communication skills.

• Excellent organizational skills and attention to detail.

• Accomplished user of Microsoft Office (Excel and Word).

Work Environment

Working conditions are normal for an office environment.

This position is available for an Hybrid work 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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