Manager Consumer Services/Marketing

General tasks/ responsibilities of the position* Manages all activities associated with consumer inquiries and requests (general as well as technical issues) as well as product service and repair activities.  Keeps abreast of consumer opinions and feedback raised in web forums, etc.  Focus on attaining high levels of customer satisfaction, in line with expectations for premium brand.  Responsible for further development of warranty and service programs.  Also provides input and supports future development of web site content.Position Requirements* Education: BS degree (Business Management or Marketing preferred)* Work experience: 5-7 years in a customer service/marketing role in a consumer business environment.* Additional position specific knowledge: Escellent communication (written and oral) and organizational skills.  Able to work in a fast paced, high-pressure sales environment.  Experience in consumer support for technical products via internet, telephone and email.  Must be self-motivated with a concrete orientation towards consumer service.  Must be a strong team-player and be able to lead a small succesful team while assuming some operational tasks.  Must be proficient in Microsoft Office, SAP (a plus) and database knowledge, as well as web marketing experience preffered.  Must have suitable level of analytical skills to develop and track key success metrics.Duties and Respnsibilities: Directs consumer help desk and technical support team as well as repair center Ensures up to date and accurate information on the company website (depending on qualification) Directs Repair Team in daily activities to ensure prompt and accurate repairs within established time requirements Evaluate performance of customer service and repair team members, directing training and development of reports Provides ongoing support to consumers Ensures that all processes are documented and adhered to and that workflow is efficient, accurate and consistent with company standards Establish performance metrics and ensure attainment of goals Prepares budget and controls expenditures of the department to conform to bedgetary requirements Supports product training and trade show activities as requiredReporting relationships Reports to VP of Marketing  Built on more than 30 years of expertise, The Mergis Group is a specialty recruiting firm committed to helping professionals make the best career choices. We connect specialized professionals to leading opportunities that will foster success in their career.