Consumer Relations Manager Jobs

Company View

Founded in 1846, A. T. Cross is a global branded accessories company based in Providence, Rhode Island. Built on a rich tradition of its award-winning fine writing instruments and reputation for American quality, craftsmanship and service. The company’s innovative products appeal to a growing market of consumers who desire distinctive accessories that enhance their image and facilitate their lifestyle.

Cross, through its subsidiaries, designs, manufactures, and markets fine writing instruments throughout the world and is an original equipment manufacturer.

Scope and Responsibilities

The Consumer Relations Agent will be part of an integrated Brand and Creative Marketing team. Under the direction of the Global Marketing & Customer Experience Director, this position will focus on supporting digital, traditional marketing and e-commerce efforts. This position will serve as the front-line liaison to assist our consumers regarding orders, repairs, warranty, and other product related inquiries.

Specific Functional Responsibilities:

Manage incoming consumer inquiries through phone, email, and social media.

Processing orders, refunds and credits where needed.

Editing/fixing customer website profiles where needed and where appropriate to do so.

Keeping records of all customer interactions, transactions, comments, and complaints within a central ticketing and digital customer account profile system.

Collaborate with internal teams in order to resolve consumer issues and product / warranty inquiries.

Maintain a positive, empathetic, and professional attitude toward customers as well as the company.

Customer oriented with ability to adapt/respond to different types of consumers.

Owning and protecting the consumers’ relationship with our brands.

Responding promptly to customer inquiries regardless of what channel/method they use to communicate.

Ability to multi-task in various systems that may not seamlessly be connected.

Consistently meet our daily call/response to inquiries metrics.

Follows all processes outlined in departments workflows.

Ability to work in a fast-paced environment as well as perform additional tasks during slower periods.

Other assigned duties

Qualifications & Experience:

• Experience working with Five9, Twilio, Nortal Networks or any contact center-based phone system preferred, but not required
• Experience working with Netsuite preferred, but not required
• High school diploma or equivalent
• Must be able to read and write in English
• Minimum of 2 years customer service experience or Minimum of 1 year call center experience