Associate Connection Center

Bimbo Bakeries USA•Reading, PA

4d•$56,500 - $73,400

About The Position

The Associate Manager, Consumer Relations – Sales Ticketing & Quality Oversight is responsible for end-to-end management, governance, and quality assurance of the Sales Ticketing process. This role ensures accurate case handling, proper bakery assignment, and timely resolution of customer issues, while maintaining high standards of data integrity, compliance, and customer communication. This position plays a critical role in safeguarding brand reputation by overseeing quality alerts, internal complaint processes, and customer response communications, while holding cross-functional partners accountable for timely and effective follow-up.

Requirements

Bachelor’s degree or equivalent experience
Experience in Consumer Relations/Customer Service Operations
Strong understanding of case management systems (e.g., Salesforce)
Proven ability to manage high-volume, complex workflows
Strong analytical, problem-solving, and decision-making skills
Excellent written and verbal communication skills
Ability to influence cross-functional teams and drive accountability

Responsibilities

Own and manage the end-to-end Sales Ticketing workflow, including intake, prioritization, routing, escalation, and closure
Ensure tickets are accurately assigned to the correct bakery, OSL/MSL, or responsible party
Monitor SLA adherence and ensure escalation protocols are followed for unresolved tickets (e.g., 48-hour escalation standards)
Maintain complete visibility and reporting across all ticket activity, trends, and outcomes
Identify process gaps and implement improvements to streamline execution and reduce errors
Review and audit work completed by front-line Consumer Relations associates to ensure accurate case categorization, correct bakery assignment, and proper documentation and case notes
Develop and maintain quality standards and audit processes to minimize errors
Partner with training teams to reinforce standards and address recurring issues
Monitor complaint trends and identify patterns requiring escalation
Issue quality alerts when thresholds are met (e.g., repeated complaints or product issues)
Partner with bakeries, QA, and operations teams to drive root cause analysis and corrective actions
Track and report on quality alert outcomes and resolution effectiveness
Oversee the creation, submission, and tracking of internal complaints for quality-related issues
Ensure compliance with internal processes and documentation standards
Facilitate cross-functional communication between Consumer Relations, Quality, Operations, and Sales
Drive timely resolution of complaints and ensure appropriate follow-up actions are completed
Create customer response letters related to quality concerns based on bakery responses
Ensure all communications are accurate and fact-based, consistent with brand voice, and legally and compliance-approved when required
Oversee high-risk or escalated customer communications
Ensure all letters are tracked, documented, and entered into system appropriately
Hold bakeries and internal partners accountable for timely and complete responses to tickets and complaints
Monitor response timelines and escalate delays as needed
Ensure follow-up actions are completed and properly documented
Partner with bakery leadership to improve responsiveness and execution
Work closely with Sales, Marketing, and Operations, Quality Assurance and Food Safety teams, Legal and Compliance, and IT/Salesforce teams
Ensure alignment on processes, priorities, and escalations
Support system enhancements and process improvements tied to Sales Ticketing