Consumer Experience Advocate – Stanley Brand

Are you a people person? Are you someone one who loves puzzles and solving problems? Do you find satisfaction in helping others? Do you have a love of outdoors and lifestyle brands that strive to leave the world better than they found it? If you were able to answer "yes" to any of these questions, then we want to talk to you!

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 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!

As a Sr. 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, legal and liability claims, and better business bureau inquiries.

The advocate’s primarily deliverable is ensuring frictionless experience while restoring and reinforcing Stanley’s exemplary Brand standards.

Proficiencies

• Excellent interpersonal personal skills with the ability to effectively work with diverse individuals and groups; contributes to a positive work environment
• Committed to serving as an advocate and positively representing the Stanley Brand
• Active listener and critical thinker; strong analytical ability
• Problem solver with excellent attention to detail
• Excellent verbal and written communication skills; clear and concise communicator; additional language proficiencies a bonus
• Demonstrated ability to take initiative and quickly prioritize tasks; organized with excellent time management skills; a keen eye for detail
• Effective as an individual contributor as well as part of a team.
• Tactful; able to effectively respond to sensitive inquiries or complaints.
• Works well under pressure
• Ability and willingness to quickly shift from one task to another as needed
• Responsible for delivering high quality and completion of all work assignments
• Solid word processing and computer database skills with knowledge of Microsoft Outlook, Word and Excel; aptitude for learning new software applications quickly and completely

Essential Functions

• 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
• Capture and maintain root cause data collection
• Identify opportunities for experience improvement and participate and/or lead process improvement projects.
• 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

Qualifications

• 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
• Multilingual a bonus

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 HAVI.com, tmsw.com and stanley1913.com.