Customer Care Manager

The Home & Garden business unit of Spectrum Brands is based in St. Louis, Missouri with distribution, manufacturing and sales offices throughout the US and globe. We are a leading supplier of consumer products nationally for the home, lawn and garden, insect and weed control markets. We deliver groundbreaking products of exceptional value and top-notch quality to consumers with our well-recognized brands including Spectracide, Hot Shot, Cutter, Repel, Black Flag, Garden Safe, EcoLogic and Liquid Fence.

The role will be responsible for the day-to-day activities and development/implementation of strategic initiatives within the Home & Garden Customer Care team (based domestically and overseas). The leader will ensure the team supports the business requirements with a customer-focused mindset. The role will partner and collaborate across multiple levels and functions within the organization to achieve results and foster a continuous improvement culture. This role will have responsibilities for all North America order management and support North America sourced international management.

• Lead the Home & Garden Customer Care team consisting of on shore and offshore employees, including external third-party resources based offshore.
• Manage the relationship with the third-party offshore team for Home & Garden to ensure successful execution of assigned and expected duties.
• Leverage strong relationships across all Supply Chain functions, Sales, Commercial Finance, Financial Shared Service and Leadership to optimize profitability, accountability, and ownership.
• Responsible to determine the root cause and corrective action for unexpected issues that arise and ensure education, training, and resolution with the team, customer, and supporting teams.
• Continually look for opportunities to drive customer satisfaction with all internal and external partners (i.e., response time, fill rate, order acknowledgements and confirmations).
• Ensure all processes are reviewed/updated and ensure training and compliance to meet customer requirements, adapt to changes and requirements, technological advancements, and corporate initiatives.
• Implement optimization projects within the direct team and supporting teams; identify automation/enhancement projects that eliminate nonvalue added work to maximize no touch order functionality and improve turnaround time to world class levels.
• Foster a customer first focused culture that is always looking for continuous improvement opportunities. "Make Spectrum Brands the obvious choice for customers".
• Collaborate with Commercial Sales and Finance on ways of working that deliver customer satisfaction and Spectrum Brands profitability.
• Coach, manage and mentor Customer Care professionals to support the vision of the team and organization.
• Nurture a culture of challenge, trust, and partnership that is fun and rewarding.
• Attract and retain talent for the Home & Garden Customer Care team, while supporting individual career goals.

• Bachelor's degree or equivalent working experience (6 years or more years) is required.
• 5+ years leading a customer care organization in a CPG, chemical or dynamic business is strongly preferred.
• Prior SAP/S4 HANA experience in OTC, PTP, STP, WM towers is preferred.
• Previous experience in integration, acquisitions, and other large projects is preferred.
• Prior experience within a supply chain planning, distribution, logistics and/or replenishment is highly desired.
• Role not eligible for sponsorship.

• Exceptional executive-level presentation skills in delivering timely and succinct messaging to inform and elicit decision making and/or consensus.
• Proven expertise in a Customer Care function supporting a CPG and/or seasonal business with a focus on the customer experience.
• A strong leader that is not afraid to challenge the status quo or in changing processes and/or culture.
• The ability to implement and nurture a "Customer First" culture.
• Prior experience in process policy development and rollout, training, and compliance monitoring.
• Must have prior experience with continuous improvement initiatives

Working conditions are normal for an office environment.

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this job/classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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