Leader, Consumer Services

3日前

Osaka Newell Brands Full time
Leader, Consumer Services

Job Number:

Japan-Osaka-Osaka

Position Title: Leader, Consumer Services

Location: Osaka, Japan

Report to: Vice President, Consumer Services

JOB SUMMARY:

Consumer Services Leader is a critical role, responsible for our CareLines operations in Osaka, Japan.This highly independent leader is responsible for a team of Consumer Services Representatives, Product Safety Inspection, and analyst.He/she will drive continuous improvement within our CareLines Center of Excellence in Osaka, and with the businesses supported therein. This role will act as the VOC of the consumer champion with our segment and central partners .He/'she will continually push the consumers voice upstream into the organization to fix defects and reduce CareLines volume.He /she owns delivery of critical KPI performance that ensures we meet our Consumer, Financial and Productivity goals. This role is grounded in deep understanding of product categories, repair processes, brands, consumers, product safety and global CareLines' structure and systems.

JOB DUTIES:

  • Be a trusted strategic business partner and key interface for Brand and Product Managers, Brand Activation, Product Quality, DTC (Direct-to-Consumer), R&D, Sales, Consumer Insights, Legaland the broader cross-functional teams.
  • Develops and Delivers brand / divisional Monthly and Quarterly Operations Decks to share VOC with business teams, including Research & Development, Brand, DTC (Direct-To-Consumer), ecommerce. Information may be inclusive of CareLines trends and ratings & reviews (where available in NWL text analytics tools exits).
  • Drives consistent increasing self-service options for consumers by executing further technology recommendations.
  • Understands the key drivers of volume by Brand supported.
  • Develops and tracks key performance indicators to drive results (Consumer Satisfaction, Response Times, Abandon Rate, Survey Results, Average Hands Times, First Contact Resolution).
  • Develops and leads a high performing team. Recruits, interview, hire and manage headcount for the department.
  • Provide guidance, mentoring, one-on-one coaching and providing direct feedback to Consumer Services Supervisors and Leads.
  • Monitors productivity reports to enable and guide team to meet / exceed goals.
  • Coach/Develop direct reports skills and competencies complying with company's policies.
  • Provides support to the Consumer Services team in order to provide great service to consumers and internal partners.
  • Executes action plans that will support Consumer Services or that will enable the Consumer Services team to perform their jobs.
  • Collaborate with internal partners to find solutions to address complex or escalated consumer situations.
  • Collaborate with Segment, Legal, Supply Chain, & Quality to execute product recalls across geographies
  • Engages with consumers, when necessary, in a way that exemplifies the values of all Newell Brands.
  • Responsible for onboarding Consumer Services teams of new brands (communication channels & CRM/SAP setup, products and systems training for new hires, close cooperation with IT, CRM, Brand, Marketing, Supply Chain, Quality and Safety teams).
  • Have excellent knowledge about business processes.
  • Partners with internal and/or business partner teams to align skilling and staffing support contact volume needs as needed.

    • JOB REQUIREMENTS:

  • Bachelor's or master's degree in related field as a plus
  • 2-4 years of consumer service supervisory experience required
  • Ability to communicate to all levels of management and others within the organization both written and verbal
  • Ability to prioritize daily workload with ad hoc needs of management and work well under pressure
  • Demonstrated ability to work well in a team environment
  • Dedication to provide exceptional consumer service
  • High degree of professionalism and tact
  • Self-motivated and MUST excel in a minimally managed, high-profile position
  • Experience tailoring communications to different audiences and communicating to stakeholders:brand leadership, cross-functional team members, agency, and retail partners, etc.
  • Demonstrated proficiency of presentation skills to top management and internal customers
  • Well organized and able to manage multiple projects with attention to detail.
  • Fluent in Japanese, English language is a plus

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