Mgr., Consumer Affairs in Holbrook, NY at The Nature's Bounty Co.

Date Posted: 1/8/2020

Job Snapshot

  • Employee Type:
  • Location:
    Holbrook, NY
  • Job Type:
  • Experience:
    At least 5 year(s)
  • Date Posted:

Job Description

Company Description

Since time began, the earth’s been a generous contributor to people’s well-being. We haven’t been around quite that long, but The Nature’s Bounty Co. has been enriching lives of consumers around the world for more than 70 years. And before we even got started, the world was developing our motivation: Nature’s bountiful effects on people’s health.

Through our years, we’ve been a leader in health and wellness with our innovative products and solutions. We put science and the highest quality standards at the heart of our business—that’s why The Nature’s Bounty Co. brands are some of the most trusted in the world. We’re a leading global manufacturer, marketer, distributor and retailer of vitamins, nutritional supplements, sports & active nutrition, and ethical beauty products. 

We’re also a great place to work, with excellent benefits, competitive compensation and a progressive, healthy company culture. If you’ve ever spent your workdays watching the clock, you know how important a positive work environment is for a person’s well-being. The Nature’s Bounty Co. is committed to supporting wellness in all its forms. And when it comes to wellness, nature is a pretty good place to start.

Job Description

The Nature's Bounty Co.'s R&D Organization is currently recruiting for a Consumer Affairs Manager.  This role will report to the Sr. Manager, Post Market Surveillance, the Manager of Consumer Affairs and is responsible for managing direct reports within the Consumer Affairs team, ensuring compliance to our industry guidelines and global regulations in handling consumer complaints and technical product information inquiries.

Responsibilities include, but are not limited to:

  • Serves as the subject matter expert for complaint handling for NB Co.’s policy and procedures
  • Ensures that the consumer complaint procedures are complying with company and industry standards
  • Maintains and sets goals for metrics and KPIs for the department and its associates
  • Creates, reports and analyzes Consumer Affairs Staff daily, quarterly and monthly metrics and keeps daily cadence of staff progress
  • Optimize workforce management by identify best practices and processes for Consumer Affairs which includes enhancing occupancy rates, conduct call forecasting, structure, workflow as well as running daily operations for Consumer Affairs Team
  • Responsible for development and distribution of monthly KPI metrics to senior management and internal business partners
  • Identifies and implements strategies to improve quality of service and productivity
  • Ensures that the consumer inquiries and complaints  are complying with company and industry standards which in includes oversight to SAEs/AE reporting on complaints
  • Responsible for oversight of Private Label, Amazon and Social Media activity for consumer complaint handling
  • Responsible for preparation and oversight of formal responses for consumer technical product inquiries for organization
  • Works closely with Quality, Legal, Brand teams and Contact Center in order to ensure that the department is current with product line, changes and developments
  • Maintain in-depth working knowledge of the company’s brands, systems and processes
  • Liaise with Sr. Manager of Post Market Surveillance to support and implement growth strategies for department to benefit innovation and product improvement initiatives across business
  • Ensures proper handling of escalated and more complicated inquiries
  • Demonstrates leadership through commitment to communication, work habits and to be fully competent in all aspects of a wide variety of processes including maintaining troubleshooting/problem solving, decision making, organizing and planning, statistical techniques, training and mentoring
  • Develops staff through feedback, coaching, counseling and support.   Supports goal setting, administers performance appraisals, and conducts interviews for new candidates

Job Requirements

  • 5+ years of experience in at least supervisor or preferably managerial role in customer service environment required.  Demonstrated ability to handle complex and escalated customer service issues.
  • Consumer product goods industry highly preferred.
  • Must have extensive communication and people skills both verbally and in writing
  • Bachelor's Degree required (BS degree in Business Administration or related field - Nutrition and/or Science classes a plus)
  • Ability to lead and motivate others
  • Must demonstrate problem solving and judgment  in order to resolve consumer issues
  • Advanced troubleshooting and multi-tasking skills
  • Ability to work with an ever changing environment
  • Excellent verbal and written communication skills
  • Strong analytical skills
  • Competency for quick decision-making 
  • Proficient in planning and organizing

The Nature's Bounty Co. is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. 

The Nature's Bounty Co. offers a competitive salary and a comprehensive benefits package, which includes health and dental plans, voluntary short-term and long-term disability, life insurance, flexible spending accounts, 401(k), tuition reimbursement, generous associate discounts and more! 

Please contact Human Resources at 631-200-2120 if you should need a reasonable accommodation to submit your information for our on-line job postings.

Ref # POS000004646