Brad Batson Email & Phone Number

Hackettstown, Nj, Us

Mount Arlington New Jersy

Principal Accountabilities• Budget management of 2+Million• Responsible for Vendor hitting all KPIs including but not limited to SL, CHT, Chat• Execution of and input into 5 year strategy for customer care • Responsible for all points of communications involving MARS Direct customers, as it relates to:• Scripting, FAQs, and Emails• Escalated contacts.• Some Customer Insight• Website• Point of Contact for Mars Family and VIP as it relates to:• Order to cash process • Special needs for Mars Family sponsored events• Coordination between business segments (MCNA, Ethel M’s, M&M’s World and My M&M’s)• Credit/Fraud Issue – Monitor and investigate thoroughly all credit and fraud issues presented according to Reimbursement Standard Operating Procedure.• Manage the process for all product returns in accordance to Mars policies and GMP’s.• Take escalated customer calls and work with customers to resolve issues. • Participate in the development and maintenance of best practices; provide work process documentation and standard operating procedures to ensure that the work performed is conducted in accordance with that approved documentation.• Work with the Customer Care Team to improve customer communications by leading weekly calibration sessions• Maintain knowledge base, “Contact Center Reference Manual”, of processes and procedures for all business segment• Assist with development of training and motivational programs as needed within the department. • Participate in weekly vendor meetings.• Develop training and motivational programs as needed within the department. • Support the execution of the annual marketing programs. Manage promotions, and other marketing mix elements (e.g., packaging changes) through activity management process as required.• Manage promotional agency execution on as needed basis and support advertising and other communications (e.g. PR, media, digital) initiatives as appropriate.

A Shift Lead’s role is to manage a team of associates to effectively and efficiently with other support groups, particularly Quality Control and Maintenance to ensure consistent communication. Required to facilitate, coordinate, and prioritize all activities and production within their area. The Shift Lead will make assignments and monitor progress, co-ordinate training and develop associates in their area of responsibility. The Shift Lead is responsible for identifying, developing and implementing continuous improvement activities that address safety, quality, and efficiency. Shift Leads must have in-depth knowledge of their entire operational area and recognized as an expert in multiple technologies. The Lead role requires strong leadership, communication, interpersonal and team building skills to support site objectives.  Manages and executes daily operations for a MTO based business. Collaboratively work with cross functional units to support business goals.  Drive continuous improvements Labor Optimization AME Initiatives  Weekly and daily production planning to optimize labor cost and exceed delivery expectations. Provide input, analyze, and implement new product and packaging to production flow  Drive engagement, Increased Grand Mean from 3.94 to 4.44. Increased follow through from3.69 to 4.33