Consumer Affairs Product Specialist

Post Consumer Brands • Lakeville, MN

109d • $52,726 - $71,707

About The Position

The role of the Product Specialist is to increase consumer satisfaction and decrease company risk. This role deals with the most complex consumer concerns. The Product Specialist represents multiple brands and the larger organization to consumers by managing and resolving liability claims and unusual complaints and inquiries when they cannot be resolved or managed by front-line representatives. Monitors consumer contacts to ensure action or notification within the company. Interfaces with appropriate personnel to help solve escalated problems and to collect information to aid in assisting consumers. Responsible for maintaining all consumer contact information and resolution documentation in a well-organized format, as well as sorting and storing of inactive and closed contacts. Responsible for analyzing situations, scripting, and delivering company messaging to consumers, determining resolution and compensation. Assists in report analysis, training of front-line representative and peers, and other activities as needed.

Requirements

• Bachelor's degree preferred in Communications or Food/Nutrition.
• 3-5 years of experience in contact center environment with demonstrated success and upward movement.
• Strong experience with standard business applications including MS Office and CRM applications.
• Experience with product liability claims and consumer centric principles.
• Experience with social media and ecommerce as it relates to interacting with consumers.
• Requires cross-functional business knowledge as it pertains to the consumer experience.
• Related industry experience within consumer-packaged goods industry a plus.
• Effective communication skills and the ability to exercise independent judgment in the delivery of consumer insights to impact business decisions.
• Strong decision-making and negotiation skills.
• Ability to work independently, multi-task and prioritize in a demanding environment.

Responsibilities

• Maintains a high level of product and brand knowledge including new products, product changes and consumer promotions in order to be a lead resource for all front-line team members.
• Handles escalated/serious consumer contacts (injury/illness/reaction/threatening); documents details of the contact as well as actions taken in Emplifi Agent database system.
• Determines and performs appropriate action on escalation contacts using guidelines, judgement, and experience.
• Lead contact for complaint management investigations through QA (Intelex system) including oversight of chain of custody and sample retention in accordance with retention policy guidelines.
• Manages communication of any investigation results to consumers/customers.
• Works with Regulatory, R D, QFS and Legal teams to research consumer questions and partners with CA Systems Specialist to update internal resources accordingly.
• Manages consumer claim processes in conjunction with insurance carrier and legal department.
• Negotiates and determines resolution and compensation for escalated contacts.
• Monitors, responds, documents Social and Ecommerce Consumer comments.
• Recognizes team needs and takes action to provide guidance to frontline agents for the purpose of increasing their effectiveness and establishing good working relationships.
• Participates in calibration sessions of external vendor frontline agents to ensure alignment with performance expectations and service level requirements.
• Maintains and ensures compliance with Departmental Standard Operating Procedures.
• Works with Private Label customers and consumers to resolve product quality concerns.
• Monitors and analyzes consumer inquiry and complaint trends and provides weekly/monthly/ad hoc reports to those departments who utilize the data for decision making (QFS/Marketing/R D/Legal).
• Interacts with cross functional groups for collecting/disseminating information that supports the Consumer Affairs department.
• Assists with creating and updating training documents for external call center representatives.
• Other duties as assigned.

Benefits

• The pay range for this position is $52,726 - $71,707 per year.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Food Manufacturing
• Education Level: Bachelor's degree