Supervisor, Consumer Affairs

JOB SUMMARY

The supervisor is responsible for receiving and processing all non-sales-related contacts with external consumers, while interfacing and developing relationships with various departmental leaders within the Company. He/she manages the daily activities of a team of Consumer Affairs Representatives that respond to inquiries regarding consumer experience and product complaints. The incumbent provides leadership and guidance to team members. He/she recognizes and recommends areas needing improvement, manages regulatory and management reporting, and takes appropriate corrective action as required. The supervisor addresses escalated and unresolved inquiries from representatives and provides input into hiring decisions and performance appraisals.

ESSENTIAL JOB FUNCTIONS

1. Serves as the primary contact for all consumer feedback, which may include complaints, comments, compliments, and inquiries. Makes limited decisions on appropriate reimbursement.

2. Provides support and responds to consumer feedback, as determined by departmental SOPs, which may include direct communication with senior management.

3. Ensures all Blistex Inc. document control and reporting requirements are met, and Consumer Affairs personnel are compliant, taking appropriate corrective action as necessary.

4. Monitors consumer contacts to ensure action on possible product liability or product tampering incidents, by appraising situations that could result in legal action or media involvement and handles or refers according to crisis management procedures. Screens consumer contacts for potential product defects and reports production-related problems to Quality staff. Reviews complaints to identify and communicate emerging trends.

5. Ensures timely completion and distribution of monthly reports, as determined by senior management.

6. Through individual guidance, mentors, and coaches Consumer Affairs personnel to grow in their positions, develop their skills and future potential, and maintain a high level of knowledge in the Consumer Affairs environment. Provides training as appropriate.

7. Exercises administrative control over the Consumer Affairs personnel (i.e., interviewing, training, and development, departmental orientation, salary reviews, performance appraisals, etc.) in conjunction with the Vice President, Supply Chain Operations.

8. Takes affirmative action in all conditions of employment to ensure that equal opportunity efforts and results are consistent with Company policies and procedures.

9. Assures compliance with established Company and departmental policies and procedures.

10. Reviews and ensures accuracy of SOP and software documentation for the Consumer Affairs function. Ensures compliance by Consumer Affairs personnel.

11. Assists the Vice President, Supply Chain Operations in developing short, medium, and long-range plans for the Consumer Affairs Team.

12. Assists the Vice President, Supply Chain Operations in the development, implementation, and monitoring of departmental performance measurements to ensure consumer requirements and company objectives are met, instituting corrective and preventive action as necessary.

13. Assists the Vice President, Supply Chain Operations in departmental budget development and effectively manages assigned cost centers.

15. Makes periodic presentations, as required, to define departmental performance or new initiatives.

16. Recommends and implements techniques to improve productivity, increase efficiencies, minimize costs, and maintain state-of-the-art practices.

17. Strengthens the Consumer Affairs function by contributing innovative ideas, expertise, knowledge, high professional standards, Team spirit, and pride in the company.

18. Responsible for reviewing and summarizing negative comments reports and then presenting these findings at the monthly investigation and trending meeting.

ADDITIONAL RESPONSIBILITIES

1. Performs and assumes other duties and responsibilities, as may be assigned by the Vice President, Supply Chain Operations.

2. Functions as department representative on cross-functional teams as required.

3. Supports the Winner’s Circle process.

MANAGERIAL RESPONSIBILITIES

1. Function as a strong team-builder, coach, and mentor for staff working in a very collaborative environment.

2. Create, nurture, and support a positive work environment that underscores the company’s core values and goals.

REQUIRED EDUCATION, EXPERIENCE AND SKILLS

1. A 4-year college degree in general business administration or a related discipline; or equivalent in training and experience is required. Experience at a professional and/or supervisory level within a manufacturing environment.

2. The knowledge and skills required for this position are typically acquired in 5 years of experience in a Customer Affairs / Customer Relations environment, with demonstrated level of increased responsibility and a minimum of 3 years of supervisory experience.

3. Effective interpersonal skills are required to interact with the personnel and user situations arising.

4. Demonstrated project and organizational ability.

5. Supervisory skills essential in successfully planning, directing, reporting, and administrative responsibilities.

6. A comprehensive knowledge of the general direction of the Consumer Affairs function and technology (evolving products, services, etc.) is required in this position.

7. Thorough knowledge of problem analysis and investigative reporting.

8. A broad understanding of general business and supervisory practices, computer system design, data- base concepts, techniques and controls, computer operations procedures and techniques required to support and effectively utilize personnel and equipment resources.

9. Effective oral and written communication skills.

10. Strong leadership skills.

11. Demonstrated proficiency in Microsoft programs including (e.g., Outlook, Word, Excel and PowerPoint, but not limited to).

12. Ability to work independently on multiple projects.

13. Ability to prepare detailed and accurate information.

14. Good organizational ability.

15. Must possess strong analytical ability and math aptitude.

16. Willingness to accept other duties, as assigned.

17. Must function as a team player, accept constructive criticism from management and comply with Company policies.

PHYSICAL DEMANDS & ENVIRONMENT

A. This position requires the individual to Stand or Walk up to 33% of the time. This position requires the individual to Sit, Talk or Hear, and use hands to Finger, Handle or Feel 66 to 100% of the time. This position requires the individual to reach with hands and arms 33 to 66% of the time.

B. This position will require the individual to lift up to 10 pounds 33 to 66% of the time.

C. The vision requirements for this position includes close vision of 20 inches or less; distance vision of 20 feet or more, color vision (ability to distinguish between colors), peripheral vision (ability to see up, down, left, right while eyes are fixed on a given point), depth perception (3 dimensional vision), and ability to adjust focus (ability to adjust the eye to bring an object into sharp focus).

D. This position has no exposer to measurable environmental hazards or conditions.

E. The noise level for this position will Be Moderate Noise (Ex: Business office equipment, computer printers, production machinery, light traffic).