Director, Customer Service - Housewares
helenoftroy


Job Info


Join our Housewares Team at Helen of Troy as a Director of Customer Service, Housewares and make an immediate impact on our trusted brands. Together, we build innovative and useful products that elevate people's lives everywhere every day.

As the world's premier company for insulated products, Hydro Flask began with a challenge: to create a reusable water bottle that truly performs in any environment. It had to keep hot liquids hot and cold liquids cold. Period.

At OXO, we're on a quest to make every day better. For 30 years, we've made household tools that delight our customers and exceed their expectations. When we have an idea, we're going to make it happen, even if it hasn't been done before - especially if it hasn't been done before. If you've ever thought, "there's got to be a better way to do this," then you belong here.

As the Director, Customer Service, Housewares you will have the opportunity to support OXO and Hydro Flask. This is a key strategic and operational leadership role responsible for developing continuous improvement and delivery of customer service and the strategic development of operational requirements, process, and technology, to deliver key service outcomes for customers in a B2C environment.

*This position will be based in Chambersburg, PA, and temporarily eligible for Work from Home. When our office reopens, you will be required to work from the office Monday-Friday.

What you'll be doing:

Responsible for identifying and developing the process, performance improvement, and efficiencies for the B2C environment. Hands-on, proactive, collaborative, forward-thinking, and an excellent communicator, and a mentor, grow and elevate the departmental team while delivering customer interactions across multiple channels. With significant responsibility and accountability levels, you will operationally deliver to our accounts for the Housewares Division.


  • Run Business-to-Business contact center while leading a department of up to 25 contract and permanent employees. Mentor performance, lead company culture, develop customer relationships and leadership skills, and continue to drive constant growth and improvement within the team

  • Champion and advocate for our customers in all aspects of how they interact with the company to ensure that they have a positive experience. Collaborate with other departments such as marketing, new product development, item setup, transportation, and warehouse

  • Technology transformation: be the leading voice with the Oracle E-Business (EBS) and warehouse on business strategy and requirements, cross-divisions, and vendors to drive the next phase of technology solutions to enable stronger self-service, reduce consumer friction omnichannel, and aid reps in solving customer challenges.

  • Ensure daily, weekly, monthly, and quarterly reporting against key KPIs

  • Collaborate with internal teams to design/test/implement oracle solutions for Order Management (OM) and other ERP systems.

  • Day-to-day troubleshooting of system issues, testing, documenting, training users, reviewing, interpreting customer scorecards and chargeback data.


Skills needed to be successful in this role:

  • Strong leadership and management capabilities within a call center environment with exceptional communication skills to all levels of the organization

  • Strategic business planning and process improvement. Evaluate, set, and adjust key performance indicators for continuous business/consumer success

  • Organized, balance multiple priorities, and maintain a tidy department environment. Change agent, who is continuously seeking and implementing improvement

  • Excellent written/verbal communication, effective presentation, project management, and planning experience

  • Ability to influence results-oriented behavior through communication

  • Strong consumer follow-thru and the ability to document and execute resolution actions

  • Comfortable interacting with executive management

  • Stay on top of continually evolving consumer-preferred communication methods, and adjust the department to support with perfection. Learn and become familiar with company products in a very timely manner


Minimum Qualifications:

  • Bachelor's degree

  • 10+ years of consumer relations experience

  • 5+ years of call center experience in a senior management role

  • Experience in Omnichannel Customer Service operations, including phone, e-mail, and social engagement channels

  • Specialist in progressing call centers practices, including technology to minimize staffing while enhancing service

  • Experience with Contact Center Tools (e.g., Telephony: Cisco Enterprise Systems; CRM: Oracle; and others)

  • Proficiency with MS Office

  • Authorized to work in the United States on a full-time basis.


Preferred Qualifications:

  • Knowledgeable in consumer goods regulations and claims processing

  • Preference for certification and membership of a professional customer service institute (e.g. CSIA, COPC, etc.)


Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skillset, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.



Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.



We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000 #LI-DNP.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.


This job has expired.

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