Consumer Experience Warranty Coordinator

About Us Stanley, a HAVI company, is defined by Creativity, Building and Invention. We are makers of the legendary bottle and box. Driven by purpose, passion, and performance. Obsessed with making a difference and keeping our promises. Proud of our yesterday and focused on building the team of tomorrow. Position Overview We are on the search for people who are passionate about customer service and building a premium experience for our Stanley consumers. We need people who want to make a difference and are committed to supporting our Stanley family, our values, and our vision for the future. We are looking for someone to serve as a brand advocate working to build and recover relationships as well as identify and resolve roadblocks to becoming the premier consumer experience provider on the planet! This role will manage warranty inventory stock by monitoring and maintaining inventory levels for new and existing products. This role will ensure that warranty inventory stays at an optimal level to meet customer service needs. In addition, as a Consumer Experience Advocate you will serve as an escalation point for our global consumer community tasked with solving complex problems, restoring consumer faith in our brand as well as collecting data, analytics and identifying defect opportunities. You will also manage sensitive complaints including executive escalations, and legal and liability claims. The advocate's primary deliverable is ensuring frictionless experience while restoring and reinforcing Stanley's exemplary Brand standards. This role is hybrid, based in the Seattle area. What You'll do * Manage and maintain inventory levels for new and existing products to ensure that warranty inventory stays and an optimal level to meet customer service needs * Serve as a liaison between CS and the Quality team * Responsible for reporting as it relates to warranty products and additional CS needs * Own assigned consumer escalation and complaint channels * Quickly and effectively respond to and resolve customer escalations to restore faith in the Stanley brand. * Exemplify Stanley values and set engagement standards for the team * Build and maintain great working relationships with all teams and cross- functional areas within Stanley * Develop and maintain product, process and systems expertise * Maintain consumer account information, process, and procedure documentation. * Perform other duties as assigned at management's discretion Who You Are * Ability to communicate and partner across all levels of the business and able to manage in a fast-paced and global organization * Strong attention to detail and data accuracy * Self-starter with a customer-centric approach * Strong communication skills as well as active listener and critical thinker * Strong analytical skills * Word processing and computer database skills with knowledge of Microsoft Outlook, Word and Excel; aptitude for learning new software applications quickly and completely Education and Experience * Minimum of 3 years of experience in customer service and/or sales environment required * Bachelor's degree in business or related field, or equivalent combination of education and experience * Knowledge of the outdoor industry preferred * Solution-oriented thinking: Ability to process and reconcile large amounts of data and recognize problems or opportunities based on that date and offer actionable solutions * Strategic Relationship Building: Excellent relationship and communication skills with great ability to work with all levels of the organization as well as external customers, vendors, and business partners * Formal Presentation: Ability to present information clearly to large groups in person and in writing * Proficiency in Microsoft Office applications, specifically with advanced Excel functions, including PowerPivot and advanced formulas * Time management: Ability to prioritize and deliver key responsibilities on time Compensation $70,000-80,000 annually Stanley is committed to a diverse and inclusive workplace. Stanley is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach Recruiting@. The base pay range for this position is for a successful candidate within the state listed. The successful candidate's actual pay will be based on multiple factors, such as work location, job-related knowledge, skills, qualifications, and experience. Stanley is a total rewards company, which includes rewards beyond base salary. At Stanley, full-time employees are eligible for an annual bonus, based on company and individual results. In addition, we offer a variety of employee benefits, personalized time off, 14-Paid holidays, dental, vision, 401(k), and much more. About HAVI HAVI is a global, privately owned company that connects people with ideas, data with insights, supply with demand, restaurants with deliveries and ultimately, people with the products they love. Whether we are sourcing, storing, or delivering products, we bring unmatched category expertise and unrivaled operational excellence, combined with powerful digital analytics and insights. Founded in 1974, HAVI employs more than 10,000 people and serves customers in more than 100 countries. HAVI's business units include Supply Chain, tms, and Stanley. Our portfolio of businesses offers best-in-class sourcing and supply chain capabilities, brand-defining marketing and promotion services and innovative consumer products. For more information, please visit , and . #LI-hybrid #LI-AC3

Created: 2024-11-05