About the role:
Leads the Solution Center team to balance excellent customer service with effective cost containment.
About the team:
The Customer Solutions Team provides world-class service to our independent consultants and customers, fielding questions and concerns through calls, email, and live chat. Problems are no problem for us; we’ve got the skills and expertise to make every person feel valued, no matter why they reached out in the first place.
What you will do:
•Direct the operations of the Customer Solutions team which supports Pampered Chef’s North American independent consultants and customers
•Ensure that everyone who contacts the team receives the best possible service experience
•Look for new ways to push the team to improve service experience by challenging the status quo
•Help create the vision for what Customer Solutions means for Pampered Chef
•Advocate and represent the voice of the customer throughout the organization
•Lead and mentor the Customer Solutions team of approximately 70 coworkers, team leads, and managers
•Monitor quality and performance metrics and take action to ensure effective attainment of Pampered Chef’s customer satisfaction measurements including actively benchmarking service and costs to ensure effectiveness of the center
•Review current and proposed business initiatives to determine and plan for likely impact on the department (e.g. increased call or email volume, need for additional support, etc.)
•Develop operating and capital budgets needed to provide cost-effective service in customer solutions
Skills you will need:
•Bachelor’s degree in business, marketing, or other related field
•Customer service/customer contact or related experience with increasing levels of responsibility demonstrated
•7+ years of management experience required
•Strong interpersonal skills including ability to listen to customers and coworkers and address their concerns with empathy towards issue resolution, ability to build inter-departmental relationships
•Comfortable presenting to all levels of management and executive leadership
•High level project management required
•Experience with the development of and monitoring compliance to operating and capital budgets a plus
About Pampered Chef:
We’re a global brand delivering curated, high-quality kitchen solutions through a network of over 40,000 independent consultants. We began as a Chicago-based start-up in 1980. Today, we’re a small, agile company with long-term focus—backed by the resources of Berkshire Hathaway.
Our team is guided by our core values and our purpose of enriching lives…one meal & one memory at a time. We aren’t your typical company—we act like owners, crave challenges, seek out learning opportunities, and thrive in an environment of empowerment and accountability.