<p>Consumer Service Manager</p> <p>Job Description</p> <p>Reports To: V.P. of Marketing</p> <p>Direct Reports: TBD</p> <p>Location: Oriskany, New York</p> <p>ABOUT Bonide</p> <p>With a legacy of trust dating back to 1926, Bonide has evolved into a global force in the gardening industry as a proud member of the Syngenta Group. This partnership has bestowed upon our family business the invaluable advantage of a worldwide presence and extensive resources, enabling us to serve gardeners across the globe with exceptional pest control solutions for generations to come. At our Oriskany, NY facility, a dedicated team of over 200 professionals passionately produces our diverse portfolio of synthetic and Organic Gardening Products.</p> <p>Our commitment to meeting every gardener's needs is unwavering, and we offer a comprehensive range of weed, insect, disease, and animal controls in various formulations and applications. You can find our premium products at national, regional, and local home centers, hardware stores, mass merchants, and garden centers throughout America. Bonide stands tall as a recognized and respected industry leader, reflecting the trust and admiration we have earned from gardening enthusiasts across the country!</p> <p>Role Summary</p> <p>The Consumer Service Representative primary responsibility is surprise and delight consumers with extraordinary service and care. As the face of the company, greeting consumers warmly, ascertaining the reason why they have reached out is just part of this role's responsibility. This person will engage with consumers via telephone, mail, and email webchat, social media, and any other touch point where our consumer seeks assistance. As the face of the company, greeting consumers warmly, ascertaining the reason why they have reached out and meeting his/her needs is just part of this role's responsibility.</p> <p>Duties and responsibilities</p> <ul> <li>Obtain and evaluate information to properly respond to product inquiries. </li><li>Provide guidance on what product best meets a consumer's needs. </li><li>Suggest alternate solutions when a product is ineffective or malfunctions. </li><li>Accurate and timely replies to consumer questions regarding Boride's products and their proper use. </li><li>Will receive, document, and resolve consumer complaints. </li><li>Process all refund requests according to company policies, in a timely manner. </li><li>Maintain log of consumer issues to be utilized for product improvement and ideation. </li><li>Manage relationship with external customer service partner. </li><li>Coordinate with Operations to handle requests for replacement parts. </li><li>Share insights with marketing team pertaining to common product questions, issues, and concerns. </li><li>Provide feedback and ideas on marketing content. </li><li>Work with Marketing to set KPIs to measure consumer sentiment. </li><li>Participate in social listening endeavors. </li><li>Create reports that inform the organization of where we stand with consumers based on feedback received. </li></ul> <p>The responsibilities noted are not all encompassing. Employee will need to perform other job-related duties as required to meet business needs.</p> <p>skills and Abilities</p> <ul> <li>Demonstrates a passion for excellence with respect to treating and caring for consumers. </li><li>Must be: Friendly, Pleasant, Engaging, Patient, Kind, and Compassionate. </li><li>Able to negotiate win/win outcomes in difficult to manage scenarios. </li><li>Highly developed sense of integrity and commitment to consumer satisfaction. </li><li>Strong communication/listening skills. </li></ul> <p>Requirements</p> <ul> <li>Must have knowledge of Horticulture/Agriculture through education and/or experience. </li><li>Detail oriented, meticulous with record keeping. </li><li>Excellent verbal and written communication skill sets with the ability to interpret written material and disseminate information. </li><li>Basic computer skills, including but not limited to navigating Window XP, using Explorer and Microsoft Office including Word, Excel, and Outlook </li><li>Must follow all safety policies and procedures. </li><li>Possess a strong work ethic and team player mentality. </li></ul> <p>An essential element of Bonide culture is our commitment to diversity. Bonide is an Equal Opportunity/Affirmative Action Employer. We consider applicants, and make all employment decisions, without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, or any other legally protected status. We are committed to recruiting and retaining the best talent in our industry.</p>