Consumer Care Coord

Ole Mexican Foods Inc•Norcross, GA

1d•Onsite

About The Position

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences. The Consumer Care & QMS Assistant is responsible for the effective handling of all issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.

Requirements

Bilingual ( English and Spanish)
Experience on customer service or related field.
Microsoft Programs (Excel, Word, PowerPoint, Visio, etc.)
Excellent communicator (verbal and written)
Decision Maker
Strong computer skills
Good people skills

Nice To Haves

Bachelor’s degree (desirable)

Responsibilities

Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.
Primary contact with Food Service Sales representatives /customers regarding quality issues.
Responsible for following up with the QA Managers/Plant Managers from Ole’s facilities to ensure consumer issues are effectively addressed.
Quality Issues Website administration: Update products list and other QA catalogs; Follow up with IT on Quality Web improvements.
Quality Issues reports to Ole Mexican Foods Weekly and Monthly Reports to Retail & Food Service.
Responsible on following up with any complaint with Claim Adjuster Services (CAS).
Training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.).
Create, prepare QA Food Safety newsletter monthly and distribute internally.
Send complaint samples to External laboratory for analysis and/or identification. If needed.
Follow up with consumers on all issues received (phone, email, regular mail, website, social media).
Partner with QA Managers for any customer system new accounts setting.
Assist on Customer Requirements and Customer Specifications Management System.
Assist on Raw Materials and Finished Product Specifications Central Database.
Assist and maintain Document Control Module System.
Assist on collecting data, data entry information into all customer’s portal web bases.
Assist on the bi-annual FDA’s registration for all Ole’s facilities.
Assist in other tasks as required by the QA Corporate Coordinator and/or the Director of QA.
Support and collaborate with special studies in cooperation with the Quality Assurance Department.
Assist QA Corporate Coordinator on BRC (GFSI) activities and Quality Projects.
Preparation plant level audit/inspection documentation.
Liaison on ensuring standardization at plant level.
Gluten Free (GFMS) certification preparation at plant level.
Training employee/head department on Document Control Module and structural documentation at plant level.
Support Internal Audits for both GFSI and GFMS.
Support on any other corporate QA/Operation Projects.