Consumer Affairs Supervisor

National Beverage•Hayward, CA

21h•Onsite

About The Position

The Consumer Affairs Supervisor (CAS) reports to the Director of Quality Assurance. The CAS coordinates and directs the administrative support functions of the Consumer Affairs Department. The CAS supports the manufacturing and quality organization with technical and quality tasks as needed.

Requirements

Ability to read, analyze, and interpret common information, reports, and other documents.
Ability to respond to common inquiries or complaints from customers, regulatory agencies, or company representatives.
Ability to effectively present information to management.
Bachelor’s degree preferred in business, marketing or equivalent in related area.
At least 5 years of experience as a team leader/supervisor in consumer affairs, customer service, or call center management.
Experience in documentation writing or related report/technical writing.
Proficient in software applications and analytics (e.g., Internet, Tableau, Datarails, CoPilot) and using Microsoft Word, Excel, and Access
English comprehension a must (e.g., proficient verbal, written, and editing skills).
Strong math aptitude.
Strong interpersonal skills.
Ability and flexibility to manage multiple tasks.
Ability to interact with all levels of management and diverse groups of external customers, companies, organizations, and agencies.

Nice To Haves

Prefer a candidate with experience in the food and beverage industry.

Responsibilities

Manages and leads Consumer Affairs support team, which includes the Consumer Affairs specialists or representatives.
Manages the company’s enterprise wide Consumer Affairs program
Develop and manage Consumer Affairs procedures, protocols and SOPs
Develop letters and consumer response scripting (sourcing from website, social media, correspondence, and phone inquiries)
Develop and manage monthly consumer reports including reports to Senior Leadership and manufacturing facilities
Analyze QA system consumer data (track consumer comment trends involving quality and non-quality issues) ensuring data correctness and integrity
Develop and manage relationships with Brand VPs and Managers to promote and protect brand integrity
Primary contact person for Consumer Team within the QA and Manufacturing organization with Sales Teams for customer and retailer complaints involving Finished Product
A contact point person and customer service agent with the Company’s social media consumers
Primary point of contact with Corporate Legal involving consumer inquiries or claims
Manage all Department recordkeeping systems, analytics and KPI’s. (electronic and hard copy documentation)
Oversee retrieval of sample, chain of custody and coupon order process
Support Regional Quality Teams in trend assessment and root cause investigations
Other duties as assigned