Consumer Care Coordinator

Richardson International•Saint Louis, MO

2d•Onsite

About The Position

At Richardson International, being truly invested is at the heart of everything we do. For over 165 years, Richardson has been dedicated to Canadian agriculture. Recognized as a global leader in agriculture and food processing, Richardson is one of Canada’s Best Managed Companies with over 4,000 employees across Canada, the U.S., the U.K., and Europe. At Richardson, we are committed to enhancing our facilities and services and investing in our people and our communities. We are seeking a customer-focused and detail-oriented Consumer Care Specialist to join our team. The Consumer Care Specialist serves as the primary voice of the consumer within the organization, managing consumer inquiries, product complaints, compliments, and feedback across multiple communication channels. This role plays a critical part in protecting brand reputation, supporting product quality initiatives, and delivering exceptional consumer experiences through timely issue resolution, accurate documentation, and cross-functional collaboration.

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 with 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 is considered an asset
Experience within the food manufacturing, consumer packaged goods, retail food, or hospitality industries is considered an asset
Experience with Microsoft Lists, Power Apps, and Power BI is considered an asset

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 in accordance with 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
Act as the voice of the consumer by identifying 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