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|Job Category :
||Consumer Experience Manager
||6435 S Scatterfield Rd, Anderson, IN 46013
|Job Description :
||Consumer Experience ManagerDirector of Customer & Consumer ExperienceAnderson, INAbout KeterKeter is the innovative global leader in consumer lifestyle solutions for in and around the home. Inspiring people to create amazing spaces for over 70 years, Keter invents, builds and brings to market an extensive range of patio furniture, indoor and outdoor storage solutions, tool storage systems and household organization products known for their durability, design, and functionality. Keter designs with the most innovative technologies and builds with sustainable materials, creating lifestyle products that enhance people’s spaces, elevate their experiences and last a lifetime. With brands and products available in over 100 countries through leading retailers, Keter is positively impacting consumers every day, everywhere around the world.SummaryThe Consumer Experience Manager is responsible for the day-to-day management of the third-party consumer service call center and will also have direct management responsibility for Consumer Service Specialists.In This Position, You Will Have the Opportunity to· Supervise the day-to-day activities of Consumer Service team memberso Consumer calls for product supporto Direct-To-Consumer calls (DTC) to assist with completing the saleo Oversee spare parts order management and troubleshootingo Ensure all reviews and questions are answered timelyo Interact with fulfillment warehouses as necessary· Supervise the day-to-day activities of third-party call center, including:o Listening to calls and providing feedback about the agents who represent Ketero Measuring and reporting escalations to the US-based teamo Developing training materials for call center agents and ensuring adherence to training and processeso Monitoring performance metrics to ensure a high level of service is being delivered to Keter consumerso Providing instructions to the third-party center and holding them accountable for performance and process adherence· This role is a working manager who ensures all necessary activities are covered during peak-season surges and employee vacations.· Uses and reports data from SAP ERP System for Spare Parts Orders· Uses and reports data from Salesforce CRM system for Consumer Cases· Uses and reports Keter Power BI reports for Spare Parts· Uses other websites and digital applications as applicable· Speaks with consumers via telephone and email, particularly for challenging situations requiring de-escalation· Performs other job-related functions as necessaryWhat You Need to Succeed in This Position· Critical thinking, problem solving, and decision-making skills· Excellent written and verbal communication skills; the ability to deliver tough messages with a kind and warm tone· Strong organizational skills and an ability to juggle multiple issues and priorities through multiple means of communication (email, phone, etc.)· Emotional intelligence and patience to de-escalate angry consumers for a favorable outcome· Ability to adapt to change, develop and train and/or learn new processes· Ability to provide clear direction and instruction to others and hold them accountable as appropriate· 4-year degree in business or related field, or equivalent experience plus 2+ years supervising others· Fluent in Spanish (Not required, but a nice to have)· Contact Center or Call Center oversight desiredJob Type: Full-timePay: $75,000.00 – $90,000.00 per yearBenefits:401(k) matchingDental insuranceHealth insurancePaid time offVision insuranceSchedule:Monday to FridaySupplemental Pay:Bonus payExperience:Call center management: 3 years (Preferred)Work Location: One location
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