Customer Relations Manager
4 weeks ago
**Customer Relations Manager**
Job Title Customer Relations Manager Job # US15733 Requisition Type Regular Function Marketing State/Province Pennsylvania City Wyomissing Region US Posting Start Date Nov-10-2021 **Division Information**
The Hardware and Home Improvement (HHI) business of Spectrum Brands is a major manufacturer and supplier of residential locksets, residential builders' hardware, faucets, and commercial locksets and doors, with a portfolio of renowned brands, including Kwikset, Weiser, Baldwin, National Hardware, Stanley, FANAL, Pfister, EZSET, and Tell. HHI is a leader in its key markets with #1 positions in U.S. residential locksets (Kwikset), Canada residential locksets (Weiser), U.S. luxury locksets (Baldwin), and U.S. builders' hardware (Stanley-National Hardware), #2 in Mexico residential hardware (Fanal), #3 in U.S. retail plumbing (Pfister), and #1 in U.S. retail commercial locksets. Headquartered in Orange County, California, HHI has a global sales force and operates manufacturing and distribution facilities in the U.S., Canada, Mexico and Asia.
**Job Summary**
The Customer Relations Manager is responsible for leading all of Customer and Consumer service daily operations which includes approximately 20 employees for Baldwin Hardware. Activities include developing a high-performance team and driving improvements in every aspect of the team people, process, and technology. Provides support and guidance to the team to achieve departmental and organizational objectives.
**Primary Duties & Responsibilities**
**(50%) Department Management**
* Continuously monitors Call Center and eCare Service Level, metrics and quality measurements for Baldwin Customer Service and Baldwin Consumer-Tech Service; manages resources to ensure all department goals are achieved.
* Leads department human resource objectives by recruiting, scheduling, coaching, and delivering corrective action when necessary to achieve department goals.
* Defines and communicates job expectations of Supervisors and oversees Supervisors management and development of the team; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Achieves department objectives by contributing service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and consumer-service standards; resolving problems; completing audits; identifying service trends; determining system improvements and implementing change.
* Establishes and communicates service metrics; monitors and analyzes results; implements changes.
* Prepares call center performance reports by collecting, analyzing, and summarizing data/trends.
**(35%) Order & Customer Account Management**
* Work closely with sales, manufacturing, sourcing, marketing, credit/finance, distribution and any other department, to assure all orders are processed and shipped in accordance with customer specifications and requirements.
* Oversees RGA and credit request processes; manages sales and customer inquiries.
* Duties include partner training support (includes processes, systems and product) and business forecasting. Hosts business reviews and onsite visits with service partner. Financial responsibility for invoice/PO management and department AOP targets.
* Direct management responsibility for CR Planner responsible for interactions between CR department and operations. Expedites and provides updated estimated ship dates for open orders.
**(15%) Project Management**
* Improves customer-facing and consumer-facing service quality results by evaluating and re-designing department processes.
* Develop and measure daily performance metrics and business measurements through a variety of scorecards and ad-hock reports. Duties include detailed data mining and deep dive analysis of department performance trends. Create and design reports to assist in gap analysis and to evaluate business needs and requirements.
* Works with Operations & Product Marketing to achieve business cost of warranty targets, minimize backorders and prepare for NPI launches. Support cross functional initiatives, such as Quality and Engineering by analyzing Consumer Service data and act as subject matter expert relating to specific team performance and data.
* Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices.
**Education and Experience Profile**
* A bachelor's degree in business or 5 years of equivalent experience in a Call Center/Consumer Service leadership position and management of Call Center staff.
**Required Skills**
* 5 years experience in Call Center or Service Operations required
* Proven experience as call center manager or similar position
* Experience in customer or consumer service is required
* Knowledge of performance evaluation and customer service metrics
* Solid understanding of reporting and budgeting procedures
* Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
* Proficient in MS Office and call center equipment/software programs
(SAP, ERP, CRM or SalesForce applications preferred)
* Outstanding communication and interpersonal skills
* Excellent organizational and leadership skills with a problem-solving ability
* Minimal travel required (including international)
* Strong working knowledge of Finance, Sales, Marketing, Manufacturing and Supply Chain
* Demonstrated ability to successfully interact in a team-based environment and work well cross- functionally
**Work Environment**
Must be able to work effectively with others and have good interpersonal skills. Must be a highly organized individual with the ability to multitask and work well under pressure to meet daily goals. Must be able to work independently and take direction from leadership team. Must be willing to accept responsibility and to show good judgment at all times. Must be willing adhere to the principles of teamwork and collaboration to comply with a high performing team 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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