Purpose:

This leadership position leads the Solution Center team to balance excellent customer service with effect cost containment. 

Key Responsibilities:

• Direct the operations of the Customer Solutions team which supports Pampered Chef’s North American independent consultants and customers
• Ensure that everyone who contacts the team receives the best possible service experience
• Look for new ways to push the team to improve service experience by challenging the status quo
• Help create the vision for what Customer Solutions means for Pampered Chef
• Advocate and represent the voice of the customer throughout the organization
• Lead and mentor the Customer Solutions team of approximately 70 coworkers, team leads, and managers
• Monitor quality and performance metrics and take action to ensure effective attainment of Pampered Chef’s customer satisfaction measurements including actively bench-marking service and costs to ensure effectiveness of the center
• Review current and proposed business initiatives to determine and plan for likely impact on the department (e.g. increased call or email volume, need for additional support, etc.)
• Develop operating and capital budgets needed to provide cost-effective service in customer solutions

Competencies:

• Attracts top talent
• Builds effective teams
• Customer focus
• Drives engagement
• Global perspective
• Values Differences

 Measure of Success:

• Key KPI’s for the position will be FCR, ASA, OPR, NSF, and Cost per Consultant

Education and Experience:

• Bachelor’s degree in business, marketing, or other related field
• Customer service/customer contact or related experience with increasing levels of responsibility demonstrated
• 7+ years of management experience required
• Strong interpersonal skills including ability to listen to customers and coworkers and address their concerns with empathy towards issue resolution, ability to build inter-departmental relationships
• High level project management required
• Experience with the development of and monitoring compliance to operating and capital budgets a plus