Consumer Relations Supervisor

    Consumer Relations Supervisor

    Summer has an opportunity for a Consumer Relations Supervisor in our Woonsocket, Rhode Island corporate headquarters. The Consumer Relations Supervisor is responsible for conducting the daily tasks associated with overseeing the Consumers Relations representatives. Consistently apply the corporate values of respect, honesty, fairness, and the constant pursuit of quality in all aspects of work. Employee is responsible for knowing and acting in accordance with the principles of the Summer Infant Corporate Compliance Program, Code of Conduct, and applicable regulations.

    Duties and Responsibilities include the following. Under the leadership of the Consumer Relations Manager, the Consumer Relations Supervisor is responsible for facilitating various consumer order processes.  The Consumer Relations Supervisor will interface with consumers and all departments in order to ensure that the Consumer Relations team has all of the tools necessary to deliver the best possible customer service.  This includes processing orders, updating systems and procedures, identifying and requesting  products  for  consumer  replacements, tracking consumer contacts, and developing a rapport  with  consumers in order to take advantage of the opportunity to further success of the brand,
     
    Primary Job Responsibilities:
    • Deliver the highest level of customer service in all consumer communications; via telephone, e-mail, or written/mailed correspondence
    • Evaluate and coordinate the workflow and activities of all call center representatives to meet the volume management target.
    • Supervise the day to day activities within the call center operations on various shifts as needed.
    • Support call center representatives on incoming calls with difficult customers or calls that requires in-depth knowledge of the company’s products or services
    • Resolve escalated customer concerns to determine appropriate action, balancing superior service with fiscal responsibility
    • Provide support to our service monitor team members
    • Assist in taking lead line, customer service, and order entry overflow calls during peak situations
    • Manage e-commerce orders purchased on the company website, www.Summerlnfant.com
    • Process consumer returns
    • Develop relationships with consumers; ask for their feedback and provide feedback to all parties involved for the purpose of enhancing the quality of service and/or products
    • Add and maintain inventory in Microsoft Dynamics CRM or Equivalent system
    • Ensure that all CRM and E-commerce orders are properly  invoiced and posted in Microsoft Dynamics GP or Equivalent system
    • Compile and update processes and procedures for the Consumer Relations Team
    • Assist in training and development of Consumer Relations Representatives
    • Use Interaction Supervisor to compile and track Interaction Client telephone performance and compliance at team and individual level
    • Format and provide trend data of incoming consumer telephone volumes via reports to Consumer Relations Supervisor
    • Request and compile totals of consumer emails received and answered by the Consumer Relations Team
    Organizational Relationships:
    Reports to: Consumer Relations Manager
    Supervises: Yes
    Internal Relationships: All departments and all positions.
    External Relationships: Consumers, Retail Store Managers, personnel and other retail interfaces
     
    Minimum/Preferred Requirements:
    • Education: High School or equivalent is required.  A bachelor's degree in Businsess Management is preferred.
    • Experience: A minimum of 5 years experience working  in a Customer Care Center, preferably  in a Consumer
    • Products company as well as Supervisory experience.
    • Licenses/Certification: N/A
    Knowledge/Skills:
    • Must have strong verbal and writing skills
    • Ability to work in a team environment and demonstrate team-building and training capabilities and work  various shifts as needed
    • Very good organizational skills, including time management and multi-tasking
    •  Must be detail oriented
    • To perform the job successfully,an individual should possess strong working knowledge of the MS-Office Suite of products.
    • Proficient with a large quantity of email usage.
    • Ability to perform statistical analysis
    • Responsive to Change: Adapts quickly to changing circumstances and ability to work various hours as needed to accommodate the business needs                               .
    • Individually Accountable for Results: Willingly assumes owners hip for activities to facilitate forward movement.
    • Model Collaboration and Commitment: Focuses on team success before individual success.
    • Focus on Customers: Creates an experience for customers- delights customers by providing exceptional value and service.
    • Demonstrates Operational Excellence: Continually looks for new and better ways to get things done.
    • Demonstrates effective Self-Management: Values guidance while assuming responsibility for own development
    Physical Demands/Environmental Conditions:
    • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • While performing the duties of this job, the employee is occasionally exposed to work near moving mechanical parts and risk of electrical shock.
    • The noise level in the work environment is usually moderate.
    • The physical demands  described  here  are representative  of  those  that  must be  met  by  an employee  to successfully perform  the essential functions of this job.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • While performing the duties of this job, the employee is regularly required to use hands and talk or hear.


    Location

    Summer Infant (S1), one of the world's leading juvenile products company, has a worldwide footprint with offices in Rhode Island, California ,Canada, UK, Israel, and Asia. The Consumer Relations Supervisor in our Woonsocket, Rhode Island corporate headquarters.

    Compensation

    Summer Infant offers a competitive salary package in addition to a comprehensive benefits package including a 401(k) with company match.

    Contact

    To be considered for this role, please submit your resume here