Job Openings >> Consumer Relations Manager
Consumer Relations Manager
Summary
Title:Consumer Relations Manager
ID:2162
Department:Marketing
Location:Columbus, OH
Description

Role Title: Consumer Relations Manager [2162]

Department: Marketing


Company Overview:

The Oneida Group is a leading global marketer of tabletop and food preparation products for the consumer and foodservice markets. With a comprehensive line of tabletop and food preparation products, we market our products globally under a broad range of consumer brands including Oneida and Anchor Hocking. Customers range from Fortune 500 companies to medium and small-sized companies in the consumer, foodservice, business-to-business and e-commerce channels. The company operates two glass manufacturing plants in the U.S. and sources a variety of propriety designed tableware products.


The Oneida Group’s vision is to be the leading global marketer of trusted brands in dining and food preparation, recognized for providing quality tabletop and kitchen solutions.


Role Description:
The Consumer Affairs department is responsible for resolving inquiries or concerns in a variety of channels (phone, email, website, letter, etc.) from consumers who have purchased Anchor Hocking and Oneida products. They are responsible for listening to customers’ issues, providing accurate information, determining proper means of remediation, and following up in a timely manner. Each consumer contact is documented, with trends and feedback being reported to make product or service improvements.


Role Responsibilities:

The Consumer Relations Manager manages the day-to-day operations of the Consumer Affairs team, providing leadership and support to deliver great service. They will manage the daily operations of the team, assigning workload and setting priorities. Prepare, Review, analyze, and interpret data in order to uncover trends and provide feedback to Consumer Affairs and management teams.

The Manager handles any high-level escalations (Better Business Bureau, Consumer Product Safety Commission, Injury and Risk claims, etc.) to ensure the proper process is followed and involve the appropriate internal/external partners to assist in resolving the issue. This includes identifying and managing to resolution product liability claims arising out of consumer usage.  He/she is expected to continuously assess our practices and organization for improvement with goals of efficiency, process, quality and cost. Develop individual & team goals and implement plan to carry out objectives.


Qualifications:

  • 5+ years of supervisory experience, preferably in a customer service/call center environment and including QA monitoring
  • Experience with handling high risk and/or escalated customer interactions.
  • Reporting experience desired; experience with CRM systems a plus
  • Proven leadership skills with ability to motivate, mentor and coach, including ability to develop and deploy training materials and standard operating procedures
  • Exceptional interpersonal communication skills.
  • Self-driven, eager to learn and goal-oriented with strong time management skills.
  • Collaborative leadership skills.
  • Calm under pressure, can excel and thrive in a high-volume environment.
  • Proactive problem solving, both technically and creatively.
  • Exceptionally rigorous work ethic, adaptable to ever-changing hours and demands.
  • Strong attention to detail and order.
  • Understands balance of individual, department, organization and customer needs.


Primary Location: Columbus, Ohio


All qualified applicants will be considered for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, disability, veteran status. If you require a special accommodation, please contact us at HRServices@theoneidagroup.com.

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