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Manager, Consumer Relations

2 months ago

Oak Brook, Illinois, United States Blistex Inc Full time
Job Overview

POSITION SUMMARY

The Manager of Consumer Relations is tasked with overseeing and managing all non-sales-related interactions with external customers. This role involves building and nurturing relationships with various departmental leaders within the organization. The incumbent will lead a team of Consumer Relations Representatives who address inquiries related to customer experiences and product concerns. The Manager provides direction and support to team members, identifies areas for enhancement, oversees regulatory and management reporting, and implements necessary corrective measures.

KEY RESPONSIBILITIES

1. Acts as the main point of contact for all consumer feedback, including complaints, suggestions, and inquiries, making informed decisions regarding appropriate resolutions.

2. Supports and addresses consumer feedback in accordance with departmental standard operating procedures, which may involve direct communication with upper management.

3. Ensures compliance with all documentation and reporting requirements set forth by Blistex Inc., and that Consumer Relations personnel adhere to these standards, taking corrective action when necessary.

4. Monitors consumer interactions to identify potential product liability or tampering issues, evaluating situations that could lead to legal implications or media attention, and managing them according to crisis protocols. Screens consumer feedback for potential product defects and communicates production-related issues to Quality Assurance teams. Analyzes complaints to identify and report emerging trends.

5. Guarantees the timely preparation and distribution of monthly reports as directed by senior management.

6. Provides mentorship and coaching to Consumer Relations staff to enhance their skills and professional growth, ensuring they maintain a high level of expertise in the Consumer Relations domain. Conducts training sessions as necessary.

7. Exercises administrative oversight over Consumer Relations personnel, including interviewing, training, departmental orientation, salary assessments, and performance evaluations, in collaboration with the Vice President of Supply Chain Operations.

8. Promotes equal opportunity in all employment conditions, ensuring alignment with company policies and procedures.

9. Ensures adherence to established company and departmental policies and procedures.

10. Reviews and verifies the accuracy of standard operating procedures and software documentation for the Consumer Relations function, ensuring compliance among team members.

11. Collaborates with the Vice President of Supply Chain Operations to develop strategic plans for the Consumer Relations Team.

12. Assists in the formulation, implementation, and monitoring of departmental performance metrics to meet consumer needs and company objectives, instituting corrective actions as required.

13. Aids in the development of departmental budgets and effectively manages assigned cost centers.

14. Delivers presentations as needed to outline departmental performance or new initiatives.

15. Recommends and executes strategies to enhance productivity, improve efficiencies, reduce costs, and uphold best practices.

16. Enriches the Consumer Relations function by contributing innovative ideas, expertise, and maintaining high professional standards.

17. Responsible for reviewing and summarizing reports on negative feedback and presenting findings at monthly trend analysis meetings.

ADDITIONAL DUTIES

1. Undertakes other responsibilities as assigned by the Vice President of Supply Chain Operations.

2. Represents the department on cross-functional teams as required.

3. Supports the Winner's Circle initiative.

MANAGERIAL FUNCTIONS

1. Acts as a strong team-builder, coach, and mentor in a collaborative work environment.

2. Fosters a positive workplace culture that aligns with the company's core values and objectives.

QUALIFICATIONS

1. A four-year degree in business administration or a related field; or equivalent experience is required. Experience in a supervisory role within a manufacturing setting is preferred.

2. The skills and knowledge necessary for this position are typically acquired through five years of experience in a Customer Relations environment, with a demonstrated progression of responsibility and at least three years in a supervisory capacity.

3. Strong interpersonal skills are essential for effective interaction with personnel and handling various situations.

4. Proven project management and organizational skills.

5. Supervisory skills are critical for effective planning, directing, reporting, and administrative duties.

6. A comprehensive understanding of the Consumer Relations function and relevant technologies is required.

7. In-depth knowledge of problem analysis and investigative reporting.

8. A broad understanding of general business practices, supervisory techniques, and computer systems is necessary.

9. Excellent oral and written communication skills.

10. Strong leadership capabilities.

11. Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.

12. Ability to work independently on multiple projects.

13. Capacity to prepare detailed and accurate reports.

14. Strong organizational skills.

15. Must possess analytical skills and numerical aptitude.

16. Willingness to accept additional responsibilities as assigned.

17. Must be a team player, open to constructive feedback, and adhere to company policies.

PHYSICAL REQUIREMENTS

A. This position requires the individual to stand or walk up to 33% of the time. The individual will sit, talk, hear, and use hands to manipulate objects 66 to 100% of the time. Reaching with hands and arms is required 33 to 66% of the time.

B. The individual may need to lift up to 10 pounds 33 to 66% of the time.

C. Vision requirements include close vision of 20 inches or less; distance vision of 20 feet or more; color vision; peripheral vision; depth perception; and the ability to adjust focus.

D. This position does not involve exposure to significant environmental hazards.

E. The noise level for this position is moderate, typical of a business office environment.