Newell Brands Consumer Service Supervisor - Fishing in Columbia, South Carolina

Position Title: Consumer Service Supervisor - Fishing

Position Location: Columbia, SC

Reports to: Consumer Service Supervisor

JOB SUMMARY:

Supervises a team of consumer service representatives engaged in accomplishing the mission of the Services organization and providing best in class service to consumers and customers.

ESSENTIAL JOB FUNCTIONS:

  1. Engages and coordinates with other leaders in the Services organization to ensure best in class performance across the entire Services organization.

  2. Owns order management cycle and associated activities.

  3. Schedules and organizes personnel to accommodate workflow.

  4. Approves corrective actions to adjust consumer complaints.

  5. Develops, recommends, implements, interprets and ensures consistent service procedures and processes.

  6. Evaluates the ongoing effectiveness of consumer service operations and systems by developing performance metrics to monitor the performance of the team and its employees in meeting the needs of the company and its consumers and customers.

  7. Coordinates activities with other internal departments to meet consumer and customer needs.

  8. Plans the overall operations of one or more areas or units and ensures achievement of goals and objectives either directly or through subordinate staff. Develops, coaches, and/or mentors subordinate staff.

  9. Has supervisory responsibility involving staffing, conducting performance reviews, salary adjustments, and terminations, takes disciplinary action as necessary. Schedules, approves overtime and approves time sheets of one or more areas.

  10. Develops, interprets, and ensures the consistent application of organization policies.

  11. Maintains expenses within budget.

  12. Develops or approves recommendations to change systems, policies and procedures; ensures timely and accurate implementation.

  13. Establishes deadlines and holds self and others to them.

  14. Handles unusual or difficult inquiries/situations through direct personal action or refers to the appropriate individual.

  15. Develops the department and its personnel by using the continuous improvement process, education, and by keeping abreast of new developments and tools within the industry.

  16. Other duties as assigned.

COMPETENCIES:

  1. Must be proficient in Word, Excel, and SAP operating systems.

  2. Must be capable of managing and leading coworkers.

  3. Must be committed to consumer and customer service.

  4. Must have great communication skills.

  5. Must be willing to travel.

Education and Experience:

  1. Bachelor's degree (B.A./B.S.) in business management or a related discipline preferred

  2. A minimum of five years experience in customer service management or as a tier II+ customer service professional.

Newell Brands (NYSE: NWL) is a leading global consumer goods company with a strong portfolio of well-known brands, including Paper Mate, Sharpie, Dymo, EXPO, Parker, Elmers, Coleman, Jostens, Marmot, Rawlings, Oster, Sunbeam, FoodSaver, Mr. Coffee, Rubbermaid Commercial Products, Graco, Baby Jogger, NUK, Calphalon, Rubbermaid, Contigo, First Alert, Waddington and Yankee Candle. For hundreds of millions of consumers, Newell Brands makes life better every day, where they live, learn, work and play. Newell Brands and its subsidiaries are Equal Opportunity Employers and comply with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.

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