Church & Dwight Co., Inc. Supervisor, Consumer Relations in Princeton, New Jersey
A collective energy and ambition. A place where you can make a real difference.
We’re a company that genuinely cares about our people, our products, our consumers and the environment.
Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.
United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.
The Supervisor of Consumer Relations will oversee and ensure that day-to-day KPIs are met at the North America Consumer Contact Centers. They will supervise an internal team of representatives to ensure the availability of accurate product information used by key business partners, and to maintain compliance with specific regulatory requirements. They will drive timely and accurate communication of consumer insights to support the business objectives of Church & Dwight.
Role Accountabilities and Responsibilities
Supervises the daily activities of 5 internal Consumer Relations Representatives and drives performance improvements through guidance, support, motivation and development.
Manages performance of the consumer (30+ agents) and medical call centers to achieve KPIs including but not limited to Staffing and budget allocation, Service Level, Call Handle Time, email turnaround time, Chat & Texting, etc.
Drives improvement of consumer communications by leading weekly calibration sessions.
Ensures quality of Contact Center Reference Manuals developed by the internal Consumer Relations team.
Provides documented procedures for supporting internal processes to resolve complex consumer issues in the USA, Canada, and Mexico involving FDA, CPSC, Health Canada, CCPSC regulated and EPA-registered products and collaborates with Law, Regulatory Affairs, Quality, and R&D Departments, as necessary.
Oversees Consumer Relations involvement with digital channels to ensure consistent and appropriate processing of complaints, particularly for regulated products.
Issues monthly consumer feedback reports to each business unit, highlighting key trends and insights from conversations with consumers.
Drives timely resolution of escalated consumer.
Guides claims management processes for USA and Canadian consumers in alignment with C&D Legal department.
Executes and provides local input into the global strategy for Consumer Engagement.
Pro-actively apprises Sr. Manager of Global Consumer Engagement and Complaint Vigilance of staff, training, partner and consumer related issues, identifying key trends and potential solutions.
Maintains industry trend awareness and benchmarking through networking via applicable professional associations.
Education and Experience
Bachelor’s degree from accredited institution (Consumer Relations, Marketing, Market Research, Quality preferred)
Minimum of 5 years call center experience in a Consumer Relations, Customer Service or Inside/Tele-Sales function and a minimum of 2 years in a supervisory role, preferably with a consumer packaged goods company
Experience using global CRM tools desired (Wilke CRS, Service Cloud, CARE, etc.)
Skills and Competencies
Demonstrated leadership skills, ability to influence, develop others and think critically.
Strong human relations skills with ability to motivate team members.
Embody creative problem-solving skills, strong analytical skills and ability to prioritize multiple tasks.
A team minded, detail-oriented, proactive self-starter.
Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/
Church & Dwight is a world-leader in household and personal care products. Our global brands include ARM & HAMMER®, Batiste, OxiClean, Trojan, XTRA, Nair, First Response, Spinbrush, Orajel, vitafusion, Li’l Critters, Water Pik and FLAWLESS®. Founded in 1846, we have operations globally and are listed in the S&P 500.