Manager, Consumer Relations

Posted by Marmot on 06/21/2019

Job Basics

Industry Sector: Outdoor, Snow

Job Categories: Customer Service, Management

Company Type: Apparel/SoftGoods

State: CA

City: Rohnert Park

Country: United States

Required Experience: 5 - 7 years

Job Type: Full Time

Salary:

Required to Relocate: Yes

Required to Travel: Yes

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

Newell Brands is a global marketer of consumer and commercial products that touch the lives of people where they live, learn, work and play. We are committed to building consumer and commercial brands that matter while leveraging the benefits of being one company: shared expertise, operating efficiencies, and a culture of innovation. This is a job summary which includes essential job duties of this position. More specific information regarding duties may be provided upon request.

The Manager, Customer Relations is responsible for assigning work and managing the activities of the Newell Brands Technical Apparel (NBTA) Dealer Service, Customer Service, Warranty Service and Warranty Repairs teams. NBTA is a division of Newell Brands (NYSE: NWL), a globally-recognized designer, developer, marketer and retailer of high-performance technical apparel and equipment with a portfolio of brands that includes Marmot® and ExOfficio®.

This role is responsible for managing the timely, accurate entry of pre-season bulk product orders, in-season orders and reorders received via fax and email from sales reps, retailers, consumers, and employees, as well as courtesy, wholesale, and government orders. This position trains employees in customer service procedures, product knowledge, and use of the order entry system. The incumbent coordinates with other departments to get the tools and information necessary to provide the highest level of service to customers throughout the year, and to resolve cross-functional problems, such as order fulfillment and inventory issues.

Responsibilities:

• Drives monthly and quarterly shipping and billing forecast for wholesale and other businesses as outlined. Responsible for prioritizing team activity in support of the achievement of the forecast including engaging with cross-functional partners to evaluate all options for driving the financial forecast.
• Monthly reporting compilation and ad-hoc analysis related to the order book, customer service metrics and any other visibility as outlined by the Head of Operations / Business Leadership
• Proactively and effectively communicates team successes, opportunities and challenges to Head of Operations.
• Learns the activity/systems/processes required by the teams under his/her responsibility to ensure an understanding of the work and help manage the team workload and priorities

• Trains and allocates workflow efficiently to ensure highest priorities are addressed while still providing focus to the broad list of priorities/work
• Applies strategic and tactical problem solving skills on a regular basis to ensure a smooth-running operation.
• Builds processes to ensure team misses/issues aren’t repeated
• In collaboration with the Head of Operations of NBTA, strategizes resolving problems of high visibility or high dollar impact to the company and personally follows through.
• Inspires confidence from internal and external partners by operating in a consistent manner and ensuring the team does as well
• Operates within complex situations with varied procedures and standards. Understands how to manage different situations that require unique solutions.
• Assigns roles and/or territory responsibilities and allocates work to Dealer Service Representatives to ensure a balanced workflow, prompt confirmation, monitoring, and status communication on orders, and accurate responses to general phone inquiries. Provides necessary information and tools, and assists in problem resolution.
• Supervises Dealer service reps in a way that creates a collaborative environment. Communicates goals, work standards and day-to-day priorities, assess performance, review problem areas with the COO of NBTA and institute corrective measures where required.
• Coordinates resolution of order management issues, working with the Head of Operations to establish priorities and then communicating with sales reps and retailers on product delivery information to ensure that needs of key accounts are satisfied while still maintaining excellent service to all others.
• Assists the Head of Operations of NBTA in development of guidelines and procedures for practical aspects of the customer service function. Provides training to all reps in policies, guidelines and procedures, as well as in use of the order entry system, product information, account structure, and Marmot infrastructure.
• Coordinates with Product Development for information on each season’s products, and trains or arranges training for staff on product features and details.
• Monitors department productivity and order fulfillment turnaround, identifies problem trends and keeps the Head of Operations of NBTA apprised of significant problems.
• Receives, reviews and prepares orders for assigned second tier key accounts for the pre-season process. Works with the Key Accounts Manager to manage orders once placed for all tier two key accounts by proactively monitoring orders to ensure status of shipping dates and order fulfillment, identifying logistical problems and, in the event of delays or shortages, communicating with buyers.
• Actively manages professional development including consistent team meetings and TBs
• Actively manages written documentation of policies and procedures that drive team activity and clear roles and responsibilities 

About Marmot

Marmot is part of Newell Brands Newell Brands Technical Apparel is a globally-recognized designer, developer, marketer and retailer of high-performance technical apparel and equipment with a portfolio of brands that includes Marmot and ExOfficio.