Consumer Affairs Team Leader

At Hamilton Beach Brands, Inc., a leading designer, marketer, and distributor of small household and commercial appliances, our culture is one of hard work, ethical behavior, and teamwork. We roll up our sleeves and work hard to create products that have been pleasing customers for over 100 years. We offer a comprehensive compensation and benefits package which includes health, dental, and vision insurances, along with 401(k), paid vacation, a paid charitable day off to share your talents with the non-profit of your choice, a quarterly subsidy to help cover the costs associated with staying fit, the ability to purchase our products at a discounted cost, employee recognition, team-building activities, and a casual dress code just to name a few of the advantages of working for this dynamic company.

We are seeking qualified candidates for the position of Consumer Affairs Team Leader at our Southern Pines, North Carolina location. The hours are Monday - Friday, 8:00 a.m. - 5:00 p.m.

Responsibilities include:

• Answer telephone calls from consumers and respond to emails from consumers to provide user support and accurately document communications in a computer database.
• Assist with training new employees by teaching them about work procedures, company policies, and product usage/issues.
• Review and drop orders for warranty parts and products, process credits and vouchers to ensure timely delivery.
• Handle callers requesting a supervisor or manager to resolve customer issues without further management involvement.
• Assist with social media responses as needed by responding to questions on platforms such as Facebook, BazaarVoice, and Amazon.
• Lead a team of Consumer Affairs Representatives I (CAR 1s) by overseeing their order processing and email assignments.
• Oversee the processing of back orders and recalls to ensure customer satisfaction.
• Assist with ongoing training and continual employee development to improve team performance.

Basic Qualifications:

• Prior experience as a Consumer Affairs Representative I, II, and III is preferred
• Strong ability to navigate and utilize web-based applications effectively
• Expertise in accurate data entry and management within computer databases
• Exceptional verbal and written communication skills
• Proven leadership capabilities with a consistent track record of success
• Demonstrated professionalism, mature attitude, strong work ethic, and an impeccable attendance record

Our employees enjoy working in a tobacco-free and drug-free environment. Hamilton Beach Brands, Inc. is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action Employer, making decisions without regard to race, color, religion, creed, gender, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.e-verify.gov.