Consumer Support Manager

4 days ago


Somerset, New Jersey, United States Demant Full time

Job Summary:

The Consumer Support Manager will oversee the multi-brand technical support team at Demant, ensuring proper product training, consumer support, and continuing education. This individual will encourage team members to meet individual and team performance goals through coaching and feedback. They will serve as a liaison to enhance communication amongst all divisions at Demant and provide strategic direction for all support initiatives.

Key Responsibilities:

  • Lead the staffing, hiring, scheduling, training, skill development, and leadership of all consumer support team members.
  • Provide feedback to the VP of Customer Experience to identify call trends and possible product issues for new product launches and existing products in market.
  • Develop and provide leadership reporting to show productivity and opportunities for continuous improvement.
  • Represent the US Customer Experience Organization, both locally and globally, and act as a liaison with all divisions, including global teams.
  • Organize and manage day-to-day operations and activities of the team to achieve key performance goals while continuing to provide phone support during peak periods.
  • Ensure end-user interactions are addressed in a timely and accurate manner.
  • Investigate and resolve advanced end-user issues and complaints as part of the corporate quality program.
  • Monitor employee productivity and service levels and evaluate representatives' phone calls to identify training and quality issues.
  • Manage daily attendance/phone coverage and approve time-off requests.
  • Assist the leadership team with managing change.
  • Provide ongoing feedback to the team and conduct regular performance reviews.
  • Support the building and development of an effective and high-performance team.
  • Work effectively with other managers and supervisors to create maximum coordination and cooperation within the company.
  • Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
  • Assist with training and education programs for both employees and end-users.

Qualifications:

  • Bachelor's degree in Computer Information Systems or equivalent preferred.
  • 5+ years of management experience required.
  • A minimum of 8 years of experience in a helpdesk environment with accompanying technical skills required. Experience managing others in a helpdesk environment preferred.
  • Advanced skills and knowledge of the Microsoft Office suite of products.
  • Excellent customer service, communication, and troubleshooting skills.
  • Ability to manage others effectively in building high-performance teams.
  • Strong organization and project management skills.
  • Ability to work in and adjust to a fast-paced, changing work environment.
  • Excellent communication skills, both written and verbal.


  • Somerset, New Jersey, United States Demant Full time

    Job SummaryWe are seeking a highly skilled Consumer Support Manager to oversee the multi-brand technical support team at Demant. The successful candidate will be responsible for ensuring proper product training, consumer support, and continuing education for the team.Key ResponsibilitiesTeam Leadership: Lead and manage the consumer support team, providing...


  • Somerset, New Jersey, United States Demant Full time

    Overview:Demant is a globally recognized leader in hearing healthcare, dedicated to advancing innovative technologies and expertise that enhance individuals' hearing and overall health. Our extensive range of products, including hearing devices, implants, diagnostic tools, and intelligent audio solutions, reflects our commitment to improving lives...


  • Somerset, New Jersey, United States Catalent Inc Full time

    Position Overview:Catalent Inc. is a prominent, rapidly expanding public organization and a key collaborator in the pharmaceutical sector, dedicated to the development and production of innovative therapies for patients globally.Your skills, insights, and enthusiasm are vital to our mission: to enhance the quality of life for individuals. Catalent is devoted...


  • Somerset, New Jersey, United States Catalent Inc Full time

    Job SummaryThe Strategic Contract Manager will serve as a key business partner to our Business Development and Legal teams. This role requires an individual with significant experience in contracting and negotiation, who can support the development and execution of contracts with new and existing customers.Key ResponsibilitiesNegotiate contracts in...


  • Somerset, New Jersey, United States PIM Brands , LLC Defunct Full time

    Job OverviewWe are seeking a dedicated Sanitation Operations Manager to lead our sanitation team at PIM Brands. This role is pivotal in ensuring that our facilities meet the highest standards of cleanliness and safety, contributing to the overall success of our operations.Key Responsibilities Develop and oversee the Master Sanitation Schedule, ensuring...

  • Case Manager

    7 days ago


    Somerset, New Jersey, United States Alternatives Inc. Full time

    Job Description**Job Summary:**The Franklin House Transitional Housing Program provides housing for homeless women and their children in a home-like atmosphere. The families are each provided a private and comfortable living space in which they reside for approximately 12 months. During this period of time, the women are involved in educational programs,...


  • Somerset, New Jersey, United States CompoSecure Full time

    Job DescriptionAbout Us:CompoSecure is a technology company that partners with market leaders, fintechs, and consumers to enable trust for millions of people worldwide. Founded in 2000, we combine elegance, simplicity, and security to deliver exceptional experiences and peace of mind in the physical and digital world. Our innovative payment card technology...


  • Somerset, New Jersey, United States CompoSecure Full time

    Position OverviewAbout CompoSecure:Founded in 2000, CompoSecure (Nasdaq: CMPO) stands as a pivotal technology partner for market leaders, fintechs, and consumers, fostering trust for millions globally. Our company merges elegance, simplicity, and security to create exceptional experiences in both physical and digital realms. Through our innovative payment...


  • Somerset, New Jersey, United States CompoSecure Full time

    Position OverviewAbout CompoSecure:Established in 2000, CompoSecure (Nasdaq: CMPO) stands as a technological ally to leading firms, fintechs, and consumers, fostering trust for millions globally. Our company merges sophistication, simplicity, and security to provide remarkable experiences and assurance in both physical and digital realms. Our cutting-edge...


  • Somerset, New Jersey, United States CompoSecure Full time

    Position OverviewAbout CompoSecure:Established in 2000, CompoSecure (Nasdaq: CMPO) serves as a pivotal technology partner for industry leaders, fintech companies, and consumers, fostering trust for millions globally. Our innovative payment card solutions, including premium metal cards with Arculus security features, provide exceptional experiences while...


  • Somerset, New Jersey, United States PRIVI USA Full time

    **About PRIVI USA**PRIVI USA is a leading manufacturer of aroma chemicals and a dependent supplier to the world's top fragrance houses.**Job Summary**We are seeking a highly skilled Sales Customer Support Representative to join our team at PRIVI USA in Somerset, NJ. As a Sales Customer Support Representative, you will be responsible for providing...


  • Somerset, New Jersey, United States Aston Carter Full time

    Position Title: Talent Acquisition Support SpecialistOverview: The Talent Acquisition Support Specialist plays a crucial role in facilitating the seamless execution of daily Talent Acquisition activities, from recruitment to onboarding. This position is integral in enhancing the overall candidate experience and ensuring effective collaboration with various...


  • Somerset, New Jersey, United States Knipper HEALTH Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Client Services Support Associate to join our team at Knipper HEALTH. In this role, you will be responsible for providing administrative and operational support to our client programs, ensuring compliance with regulatory requirements and internal policies.Key ResponsibilitiesProgram...


  • Somerset, New Jersey, United States Complete Staffing Full time

    Position Title: Medical AssistantWork Schedule: 40-hour work week, Monday through Friday, with 8-hour shifts. Shifts may vary based on the provider's schedule, with morning shifts potentially starting as early as 6:45 AM and late shifts concluding as late as 8 PM.Qualifications: - Minimum of 1 year experience in a Medical Assistant role - Successful...


  • Somerset, New Jersey, United States Complete Staffing Full time

    Position: Medical AssistantSchedule: Full-time, Monday to Friday, with 8-hour shifts. Shifts may vary based on the provider's schedule, with morning shifts starting as early as 6:45 AM and evening shifts concluding as late as 8 PM.Qualifications: - Minimum of 1 year of experience in a medical assistant role. - Successful completion of an accredited Medical...


  • Somerset, New Jersey, United States Complete Staffing Full time

    Position Title: Medical AssistantWork Schedule: 40-hour work week, Monday through Friday, with 8-hour shiftsShifts may vary based on the healthcare provider's schedule, with morning shifts starting as early as 6:45 AM and evening shifts concluding as late as 8 PM.Qualifications:Minimum of 1 year experience in a medical assisting roleCompletion of an...


  • Somerset, New Jersey, United States Legend Biotech US Full time

    Job SummaryLegend Biotech US is seeking a highly skilled Quality Assurance Manager / Sr Manager of GLP-CQA to join our Regulatory team based in Somerset, NJ. The successful candidate will be responsible for ensuring compliance with GLP regulations and Health Authorities' guidance/principles.Key ResponsibilitiesDevelop and maintain a compliant quality system...


  • Somerset, New Jersey, United States CompoSecure Full time

    Job DescriptionOverviewCompoSecure, a leading technology partner to market leaders, fintechs, and consumers, is seeking a highly skilled Sales Development Representative to join our team. As a Sales Development Representative, you will play a critical role in driving revenue growth and expanding our customer base.Key ResponsibilitiesMarket Analysis and...


  • Somerset, New Jersey, United States TEKsystems Full time

    About the RoleWe are seeking a highly skilled Customer Service Representative to join our team at TEKsystems. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and resolving any issues that may arise.Key ResponsibilitiesOversight of the Order Management...


  • Somerset, New Jersey, United States Lupin Pharmaceuticals Full time

    Job SummaryLupin Pharmaceuticals is seeking a highly skilled Customer Service Representative to join our team. As a key member of our customer-facing team, you will play a critical role in ensuring that our customers receive exceptional service and support.Key ResponsibilitiesOrder Management: Oversee the order management process and develop key...