Position Objective :

Leads the day-to-day operations of the Consumer Product Support Team. Manages various methods of Consumer Customer Contact across multiple platforms.

Trains and coaches the team members of the Product Support team. Drives Consumer Customer Experience improvements. SAP Key User and point of contact.

Accountabilities :

• Manages all day-to-day tasks related to the Product Support team, including but not limited to : Phone coverage, customer emails, chat, NPS, online Q&A and Product Reviews, return order processing, credit card order processing etc
• Supervising and supporting the Product Support Team. Interviews, trains and coaches team members. Supports team members with difficult customer situations or advanced troubleshooting.

Product Support Team Objectives :

• Delegates day to day tasks in an effort to focus on Customer Experience enhancements and further develop team members.
• Leads and drives improvements to the Consumer Customer Experience, including NPS.
• Represents the team across functions as the Voice-of-the-Customer
• Undertakes and drives projects to completion that support the function of the Consumer Product Support Team.

Support Continuous Improvement :

• Is a leader of the Customer Centricity core value, is a customer advocate, and drives % customer satisfaction.
• Other duties and projects as assigned

Relationship to others :

• Direct supervision of 5 Product Support team members.
• Responsible for creating and maintaining positive lines of communication across many functions including; Customer Service, Marketing, Engineering, Product Management, Quality, and Procurement.

Dimensions of Position :

Fosters a positive team atmosphere focused on coaching and developing team members. Drives a customer-focused mentality aimed at keeping customers satisfied.

Is a reliable, dependable, and willing leader in which the team can turn to for assistance. Seeks out and demands support from other teams, so that the team can offer world class Product Support.

Is empowered to lead the team and make decisions. A project and task focused position addressing the needs of the team, enhancing the Customer Experience, and growing the influence of the Product Support team throughout the organization.

Knowledge, Skills, and Abilities :

• Education
• Associate Degree in a business-related field or equivalent experience.
• Experience
• Minimum 5 years of customer service experience or related role. Supervisory experience is a plus.
• Skills / Abilities Required
• Customer Centric attitude
• Excels at time management and delegation
• Excels with organizational skills
• Focused and Independent
• Advanced communication skills. Written and spoken.
• Demonstrated ability to persuade, influence, and gain cooperation across teams
• Requires intermediate computer skills including Microsoft Word, Excel, and Powerpoint, Outlook etc.
• SAP Experience
• Requires active listening, speaking, teamwork, and multitasking skills.
• Must be service oriented with the willingness to actively look for ways to help people.
• Mechanical aptitude with good visualizing skills

Last updated : 2024-05-22