The Consumer Affairs Specialist role is passionate about Consumer Affairs and resolving issues to deliver a great experience every time! As a member of this team, the individual will be an advocate for both the customer and consumer; as well as Winland Foods. This position is responsible for responding to inquiries and providing complaint resolution for our consumers and customers. This role proactively provides information and education on our products and processes as well as works with internal/external teams to investigate and determine root cause and corrective action to help resolve issues. As a productive member of a growing and dynamic team, this role will help build strong relationships with our customers and will help build consumer brand loyalty through accurate, timely and effective communication and complaint resolutions. This position will report to the Consumer Affairs Manager.
Employee Type:
Full time
Location:
WI Green Bay
Job Type:
Production Support
Job Posting Title:
Consumer Affairs Specialist
Job Description:
Schedule: Hybrid office schedule; M - TH in office
Work Location: 1120 Employers Blvd, De Pere, WI 54115
Benefits: Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness.
Salary, based on experience and other qualifications: up to $26 an hourly with additional bonus potential
Roles & Responsibilities:
- Assists customers/consumers by identifying, researching, and resolving their questions regarding products manufactured by Winland Foods.
- Investigates customer/consumer complaints and other issues by working directly with plant Quality Assurance Managers to determine root cause and corrective action.
- Documents all case details into a CRM (Customer Relationship Management) system; which includes all phone call notes, product information, correspondence and investigation results.
- Interprets and evaluates plant investigation findings and communicates appropriate responses to customers/consumers in writing and over the phone.
- Prepares and sends retrieval kits to consumers to ensure that original samples/materials are returned in a timely manner when required for investigation.
- Processes returned retrieval kits by documenting the contents, forwarding to the plant Quality Team and tracking the shipment to ensure procedures and processes are followed.
- Communicates investigation results and appropriate corrective actions to customers regarding product audits.
- Completes daily follow-up on inquiries and concerns not immediately resolved via case management.
- Assists in identifying trends to ensure proactive communication to the Quality Team.
- Works with other team members to determine alternative solutions as required that meet or exceed customer/consumer expectations.
- Shares knowledge and lessons learned through case management by supporting the enhancement of our Consumer Affairs knowledge base.
- Acts as a Subject Matter Expert (SME) for our products and processes.
- Assist with additional tasks as requested.
The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.
Qualifications & Experience:
- High School diploma or equivalent required. College certificate is preferred.
- Experience working in a customer service environment required.
- Must have exceptional customer service skills with the ability to actively listen, present a professional demeanor on calls, resolve conflicts under pressure, and work independently without direct supervision.
- Excellent verbal, written, and interpersonal communication skills required for effective interaction with all internal and external contacts.
- Knowledge and experience with Emplifi CRM (Customer Relationship Management) system is an asset.
- Industry specific specialized training desired.
- Ability to think logically, use good judgment and grasp concepts quickly.
- Well-developed sense of urgency and follow-through.
- Ability to plan, organize time and problem solve efficiently.
- Ability to develop and maintain strong internal and external business relationships.
- Able to work in a fast paced, closely integrated team in which consumer/customer satisfaction, communication, teamwork and flexibility are essential.
- Ability to act in an ethical, honest and professional manner at all times.
- Demonstrated ability to explore, initiate and implement continuous process improvement opportunities.
- Strong knowledge and proficiency utilizing MS Office products (Outlook, Word, PowerPoint, Excel).
- Position is expected to work in the office and has the ability to work remotely on a hybrid schedule, that is subject to change as business requirements evolve. Reliable internet connectivity required in order to work remotely.
- Ability to travel up to 25% of the time.
EEO Statement:
Winland Foods seeks to recruit, develop, and retain the most talented people from a diverse candidate pool, and as a global company we believe our success is enhanced by fostering equity and inclusion in the workplace. Therefore, Winland Foods is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, genetic information, military or veteran status, and any other characteristic protected by applicable law.