• Consumer Relations Supervisor

    Job Locations US-IN-Richmond
    Brand/Group
    Consumers
    Job Function
    Customer Service
    Min. Exp.(Yrs)
    1
    Type
    Full Time
  • General Function

    Logo

    Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.

     

    The Consumer Relations Supervisor is responsible for managing the daily operation of the Consumer Relations team of over 70+ associates supporting 17 brands, 14 company owned websites and over 500 retail store locations.  He/she provides leadership and direction for the team, with an emphasis on delivering a world class consumer experience.  This position is responsible for all associates (permanent and temporary) and will work with the Consumer Relations Sr. Manager & Director to ensure resources are in place to achieve department goals.

    Primary Duties

    People
    • Provide daily direction and communication to associates to support our “Delight the Consumer” goal
    • Resolve escalated issues in a timely manner adhering to the departmental KPI’s and SLA’s.
    • Monitor all contact queues and redirect work flow where necessary to balance assignments as needed and maintain quality standards. (phone, email, chat and social media)
    • Make recommendations for resource scheduling based on trends and actual experience
    • Approve time off for associates and monitors absences (this has to go back to sr. manager)
    • Participate in interview process and make recommendations for hiring
    • Provide input to associate reviews and participate in the delivery. Provide input on salary increases and promotions where appropriate. Document associate performance issues and review with Senior Manager and Human Resources. Develop appropriate correction action plans.
    • Conduct weekly staff meetings with associates to communicate KPI’s and other brand related matters. Participate in management and leadership team meetings where appropriate.
    • Identify and make recommendations on training needs and requirements
       
      Process
    • Partner with Sr. Manager to develop Standard Operating Procedures (SOP) to guide associates on professional standards, consumer response, reimbursement policies and templates.  Update and revise policies as changes within the company and/or department occur.
    • To partner with the corporate retail team and district managers to resolve retail issues and improve current processes as they relate to customer service.
    • To work externally with store associates to help meet or exceed the consumer’s service expectations.
    • Review fraud queue; release orders where appropriate
    • Work cross functionally with multiple brands and other support operations.
    • Partner with Sr. Manager to implement processes to resolve problem areas
       
      Technology
    • Gain an understanding of  all consumer relations systems
    • Knowledge of Avaya phone system to monitor queues, change skill sets on-line and track inbound calls while keeping associates aware of calls waiting and abandon rates. 

    Knowledge, Skills and Abilities Required

    • College Degree or equivalent
    • 2-3 years’ experience supervising a multi-branded consumer team in a direct to consumer organization
    • Excellent listening skills with effective and diplomatic verbal and written communication skills
    • Ability to develop and implement  policies, procedures and practices that increase consumer satisfaction & loyalty as well as the consumer relations team efficiency
    • Must be able to identify root cause of issues, formulate an action plan and execute with excellence
    • Ability to make decisions quickly and align where necessary
    • Ability to multi-task in an effective, timely and professional manner
    • Proficient with computers, internet , mobile and social
    • Creative problem solver and ability to think on your feet
    • Attention to detail, accuracy  and follow through is a must
    • Flexibility with responsibilities and hours
    • Ability to handle confidential information in a professional manner.
    • Performing duties consistent with the Company’s AAP/EEO goals and policies.
    • Performing other duties as required/assigned by manager.
     
    WORKING CONDITIONS

    Normal office environment. 
    Able to work a non-conventional standard schedule. Able to work Tuesday-Friday 12pm-9pm and Saturday 9am-6pm.


    The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.


     Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).

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