Sr. Private Brand Customer Service and Compliance ManagerOffice Depot, Inc - Boca Raton, FL
The Sr. Manager PB Customer Service & Product Safety and Regulatory Compliance will be responsible for the product safety and regulatory compliance needs for new product development projects as well as to existing products. Individual will be responsible for leading the customer service call centers and PB Product & Warranty Support. Managing and developing guidelines, performing risk assessments based on reporting and VOC (Voice of Customer) data from the customer service call centers and on line reviews.
Bachelors degree or equivalent work experience(Engineering, Product Safety, Regulatory Affairs, or closely related field)
Minimum 5 years of experience in related field
Collaborates with stakeholders to ensure safe and compliant products. Provides written safety manuals and policy protocols for suppliers.Designs new processes or/and enhance existing processes to streamline tracking of compliance information.Contribute to the product safety and regulatory compliance efforts by managing and accessing product risks based on reporting and VOC (Voice of Customer) data from the customer service call centers and on line reviews, new product development projects and serving as a subject matter expert in critical risk management processes.
Reports and recalls products that are deemed substantial product hazards to the CPSC by working while working within a cross-functional team. Executes recalls in communication with CPSC in accordance with the company standards.
Manages chemicals tracking program for compliance of state regulations by performing Product Safety Chemicals Assessments, cooperating with SGS and develop/ execute implementation plan across all category products.
Manages escalation/request for customer assistance by being able to communicate effectively with the customer, create customer friendly environment, being able to put yourself in the customer's shoes and find a solution to resolve an issue for the customer satisfaction.
Manages/ directs call centers by organizing, leading weekly meetings, review/ improving customer service KPI, advising the call centers on the different issues and communicating/ leading the implementing of Office Depot expectation on the customer service.
Manages V.O.C ( voice of customer) data call logs by updating call logs using different internal data management systems.
KIP reporting by collecting, abstracting, analyzing the necessary data from the systems and presenting into the required formats to management.
Strong understanding of Quality Assurance principals
Clear & Concise Communication
Ability to direct workflow
Strong Excel Knowledge
Understanding of process flows
Pay, Benefits and Work Schedule:
Office Depot and Office Max offers competitive salaries, a benefits package, which includes a 401(k) and more, along with plenty of opportunity to move and grow within our organization! For immediate consideration for this exciting position, please click the Apply Now button.
Equal Employment Opportunity:
Office Depot and Office Max is committed to providing equal employment opportunities in all employment practices. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characteristic protected by law.
103 days 12 hours ago
applySr. Private Brand Customer Service and Compliance Manager Office Depot, Inc - Boca Raton, FL, United States
Office Depot, Inc., together with its subsidiaries, supplies office products and services. The companys North American Retail division sells an assortment of merchandise, including office supplies, technology products and solutions, business machines and related supplies, facilities products, and office furniture under various brands through its chain of office supply stores. Its North American Business Solutions division sells branded office supplies, technology products, cleaning and breakroom supplies, office furniture, services, and other solutions, as well as copy and print services to small, medium, and large-sized businesses through a sales force, catalogs, telesales, Internet sites, and limited store locations. The companys International division sells office products and services through direct mail catalogs, contract sales forces, Internet sites, and retail stores using company-owned operations, joint ventures, licensing and franchise agreements, alliances, and other arrangements. This division also participates under licensing and merchandise arrangements in South Korea, Israel, the Dominican Republic, and the Middle East. It offers its products under various labels, including Office Depot, OfficeMax, Viking Office Products, Foray, Ativa, Grand & Toy, TUL, and DiVOGA. As of February 25, 2014, the company operated 2,200 retail stores in 57 countries. Office Depot, Inc. was founded in 1986 and is headquartered in Boca Raton, Florida.
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