Consumer Affairs Specialist

Winland Foods•Green Bay, WI

3d•$0 - $26•Hybrid

About The Position

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.

Requirements

High School diploma or equivalent required.
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.
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).

Nice To Haves

College certificate is preferred.
Knowledge and experience with Emplifi CRM (Customer Relationship Management) system is an asset.
Industry specific specialized training desired.

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.