Consumer Care Coordinator

Richardson International•St. Louis, MO

About The Position

Richardson International is seeking a customer-focused and detail-oriented Consumer Care Specialist to serve as the primary voice of the consumer within the organization. The role manages consumer inquiries, product complaints, compliments, and feedback across multiple communication channels. It supports brand reputation and product quality initiatives by resolving issues promptly, documenting interactions accurately, and collaborating across teams to deliver exceptional consumer experiences.

Requirements

2–4 years of relevant experience in customer service, consumer relations, contact center operations, hospitality, retail customer support, or a related field.
Demonstrated experience handling customer complaints and resolving complex or sensitive consumer concerns.
Strong verbal and written communication skills, with the ability to tailor messaging to various situations and audiences.
Excellent organizational skills and strong attention to detail and accuracy.
Ability to work independently, manage multiple priorities, and exercise sound judgment in a fast-paced environment.
Proficiency with Microsoft Outlook, Excel, and other Microsoft 365 applications.

Nice To Haves

Experience maintaining accurate records and working with case management, CRM, or customer service systems.
Experience within the food manufacturing, consumer packaged goods, retail food, or hospitality industries.
Experience with Microsoft Lists, Power Apps, and Power BI.

Responsibilities

Serve as the primary point of contact for consumer inquiries received through phone, email, and designated social media channels.
Respond professionally and empathetically to consumer questions, complaints, compliments, and product-related concerns.
Gather and document detailed information to support product quality investigations and issue resolution.
Manage consumer contacts from initial intake through final resolution, ensuring timely and accurate follow-up.
Issue consumer compensation, coupons, and goodwill gestures according to established company guidelines.
Maintain accurate records of consumer interactions using Microsoft Lists, Power Apps, Outlook, and other business systems.
Collaborate with Quality Assurance, Operations, Marketing, Customer Service, and other internal stakeholders to investigate and resolve consumer concerns.
Escalate food safety, quality, or regulatory-related concerns to appropriate teams and support follow-up activities as required.
Monitor consumer contact trends and recurring issues, identifying opportunities for continuous improvement and enhanced consumer satisfaction.
Identify emerging trends, recurring concerns, and opportunities to improve products, processes, and the overall consumer experience.
Assist with preparation of routine consumer care reporting and summaries to support business insights and decision-making.
Support the development and maintenance of consumer care procedures, response templates, and documentation to ensure consistency and scalability.