Consumer Affairs Representative

Glanbia•Downers Grove, IL

2d•$23 - $25•Onsite

About The Position

The Consumer Affairs Representative serves as the primary liaison between consumers and the organization, delivering best-in-class service while protecting brand integrity and supporting business objectives. This role is responsible for managing consumer inquiries, complaints, and feedback across multiple channels, providing accurate product information, and escalating complex issues as appropriate. The ideal candidate combines strong communication skills, attention to detail and a solution-oriented mindset to ensure a superior consumer experience while contributing to the operational efficiency and continuous process improvement.

Requirements

Strong attention to detail, organization and thoroughness
Exceptional written and verbal communication and active listening skills
Proficient in Microsoft Office (outlook); familiarity with SAP, Business Objects and Ticketing Systems such as Freshdesk, preferred.
Solution-oriented mindset; able to anticipate issues, implement corrective actions and escalate when appropriate.
Demonstrates teamwork, flexibility, and readiness to support
Maintains confidentiality and integrity when handling sensitive or high-risk information.
Applies independent judgement within defined authority levels to resolve consumer inquiries, manage complaints and protect brand reputation.
Presents insights and elevates business or operational issues identified through consumer feedback
Supports the creation and implementation of SOPs, workflows and risk mitigation strategies.
Bachelor’s degree or commiserate work experience
One to three years of relevant work experience
Strong written and verbal communication (bilingual is a plus)
Must be able to handle stressful situations and have high-level problem-solving skills

Nice To Haves

Experience in the health & wellness industry or CPG industry a plus
Bilingual is a plus

Responsibilities

Serve as the first point of contact for consumers via phone, chat, and email, providing accurate information about product attributes, ingredients, functionality, and usage
Resolve inquiries efficiently, balancing speed, accuracy and consumer satisfaction, while adhering to approved workflows, scripts, and escalation paths.
Monitor and respond to consumer feedback across multiple platforms, including BBB, CSAT surveys, etc. ensuring timely, compliant, and brand-aligned responses.
Identify opportunities for proactive engagement and service recovery to enhance the consumer experience and protect brand reputation
Document and manage all consumer complaints, escalating to manufacturing, quality and leadership per internal process requirements and guidelines
Follow regulatory, quality and safety guidelines for complaint handling, ensuring accurate, complete and timely documentation.
Escalate high-risk, sensitive, or potentially reputational issues, applying sound judgement and adhering to company SOPs
Utilize systems such as SAP, Freshdesk and Meridian to manage consumer inquiries, track complaints, and maintain data integrity
Support DTC operations, including order inquiries, investigation, troubleshooting and trend analysis
Participate in cross-functional projects, ad hoc reporting, and operational improvements initiatives to enhance efficiency and service quality.
Maintain up-to-date knowledge of existing and innovation product through education training modules and team resources.
Contribute to the development, refinement and implementation of SOPs and workflows to standardize processes, enhance compliance, and drive operational excellence.
Identify patterns in consumer inquiries or complaints and escalate insights for process, product, or policy improvements.
Apply feedback, coaching, and lessons learned to continuously improve personal and team performance.
Build and maintain strong relationships with internal stakeholders, including Quality, Manufacturing, Marketing and DTC teams, to ensure timely resolution of consumer issues
Support issue and crisis response efforts as directed by leadership
Act as a trusted partner to help maintain business continuity and protect brand integrity across all touchpoints