Kids II, Inc. - Consumer Services Manager
At Kids II, we pride ourselves in our unique culture, one that is cultivated by our employees and our company credos: innovation, action, passion, leadership and community.
Our history shows over 40 years of success, growth and recognition as one the world’s leading innovator of infant and toddler products. Today, we span across 12 international offices on five continents and our own manufacturing facilities in China. Our products are sold by more than 72,000 retailers in over 70 countries.
Our new offices, located in the heart of Buckhead/Atlanta, accommodates Kids II’s rapid growth and product expansion with state-of-the-art equipment, a modern product showroom and other unique features that foster the company’s energetic culture. Our employees are the most important piece of our business because they helped establish and enhance this culture and continue to do so every day. We work within a collaborative environment—one that thrives on passionate people enabled to bring new ideas to the table.
The energy and commitment cultivated at Kids II extends well beyond the office. Striking the right balance is an essential part of keeping our employees motivated and fulfilled. It’s their passion for all of life—for working hard and playing hard—that makes our people truly unique.
This is who we are. Are you one of us?
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As the Consumer Services Manager you will be an integral part of the Kids II team. In this hands-on position, you will manage the Consumer Services department which handles communications from our consumers, international affiliates and interacts with our licensing partners and major retailers. Working cross functionally with many different departments in Kids II, you will ensure global Consumer Service requirements are met.
Interested in the day to day duties?
Actively ensure global customer service requirements are met (and brand integrity maintained) through regular hands-on contact with customers; daily fulfillment monitoring, weekly call taking (investigate customer issues and provide resolution), regular staff side-by-sides, conducting surveys; individual and team product knowledge, know all consumer service systems/processes, benchmarking best practices; analyzing information and applications.
Daily fulfillment of refund review/approvals and generating related correspondence.
Daily monitoring and resolution to global retail, internal and government inquiry requests.
Direct responsibility for escalated complaint resolution - oversee and hands-on processing of consumer claims for resolution and assuring complete and accurate data is provided for interface with Legal department.
Prepare and complete global action plans; implementing productivity, quality, and customer-service standards/procedures; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Manage and oversee system for reporting of consumer resolution and actions taken on licensed products, and provide information of resolution for consumer complaints to retailers as needed.
Issue formal reports to Product Integrity, Product Development, and Brand Managers on product issues as found during monthly defectives, complaints, and returns analysis, and drive efforts for product improvement in areas of Safety, Quality, and Integrity.
Develop, manage, and improve the international consumer issues tracking system.
Accomplish human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
What’s your background?
Bachelor’s degree (B.A) and 5 plus years of related experience or equivalent combination of education and experience. Prior management experience leading a consumer/customer service team is required. Experience dealing directly with consumer and consumer products at a corporate level is preferred.
Want to know more?
We regularly host softball games, picnics and other social functions to foster a genuine camaraderie that enhances teamwork. At company-wide award ceremonies, we take time to recognize the talent and dedication of the people who make Kids II such a standout place. We also provide competitive bonuses, flexible hours, excellent insurance options, tuition reimbursement and a generous 401(k) match to consistently improve the quality of life for all our employees. Check out our website at www.kidsii.com
for more information and open positions in the career section.
Kids II is passionate about our commitment to wellness. We provide onsite health coaching, wellness seminars and health assessments. Effective January 1, 2013, Kids II no longer hires individuals that are tobacco users. Should you currently use tobacco and would like to work with us, we encourage you to enter a smoking cessation program and reapply at a later date.
Drug Free Workplace