Consumer Services and Quality Specialist

Johnsonville•Sheboygan Falls, WI

12d•Onsite

About The Position

The Consumer Services & Quality Specialist supports the operational effectiveness of Consumer Services and Quality. The position coordinates consumer complaint management, business-to-business customer documentation requests, claims administration, CRM system maintenance, reporting, and cross-functional follow-up. It serves as a central coordination point among Consumer Services, Food Safety & Quality, Sales, Regulatory, Manufacturing, Marketing, Insurance, Supply Chain, R&D, and global teams to ensure consumer concerns and customer information requests are handled accurately, consistently, and on time. The ideal candidate is highly organized, analytical, customer-focused, and comfortable working across multiple systems and cross-functional teams. The position is based at Johnsonville’s Global Headquarters in Johnsonville. Hours are first shift, 8:00 a.m.–4:30 p.m., with flexibility. Travel is less than 10% of the time.

Requirements

Associate’s degree required.
At least three years of experience in a food-related role or similar role.
Experience managing multiple priorities, projects, and cross-functional partnerships.
Ability to manage multiple requests, investigations, surveys, and deadlines simultaneously while maintaining attention to detail.
Strong planning, prioritization, tracking, and escalation skills.
Ability to evaluate information for accuracy, completeness, consistency, and compliance with company and regulatory requirements.
Ability to work independently and as part of a team.
Ability to build key relationships across multiple organizational functions.
Advanced proficiency in Microsoft Excel and Microsoft Office.
Strong analytical, organizational, and problem-solving skills.
Must be at least 18 years old.
Must be eligible to work in the country where the job is located without requiring sponsorship now or in the future.

Nice To Haves

Bachelor’s degree in Communications, Marketing, Business, Consumer Affairs, or a related field.
Experience within a Consumer-Packaged Goods, food manufacturing, retail, or consumer products organization.
Experience with CRM platforms such as Emplifi, Salesforce, Zendesk, or similar systems.
Experience with Quality Management Software platforms such as Tracegains.
Experience supporting complaint investigations and/or claims management.
Experience working with reporting tools such as Power BI.

Responsibilities

Coordinate global consumer complaint investigations, including foreign material and product retrieval cases, and ensure appropriate documentation, chain-of-custody procedures, and CRM case management.
Monitor consumer investigations for timely review, assignment, escalation, and resolution by the appropriate Food Safety & Quality teams; drive prompt consumer follow-up and communication to the business outsourcing partner.
Manage intake and initial processing of consumer claims with the company’s insurance provider, coordinate supporting documentation, and facilitate internal approvals.
Audit consumer cases and frontline representative interactions across brands and regions for accurate coding, classification, documentation, and compliance.
Track complaint-resolution timeliness, investigation completion, and adherence to global consumer service processes with cross-functional stakeholders.
Administer the Consumer Relationship Management platform by maintaining products, manufacturing locations, workflows, subject types, and other system data.
Coordinate CRM enhancements, troubleshoot issues, and support global users to maintain data accuracy and operational efficiency.
Assist the Consumer Service Manager with user training, data governance, and adoption of CRM processes.
Monitor products entering and exiting branded websites and consumer-facing channels to keep product information accurate and current.
Assist the Manager and Marketing, Brand, E-Commerce, Manufacturing, and Quality teams with product launches, discontinuations, and business initiatives.
Back up the Consumer Services & Analytics Lead and support special projects, process improvements, and continuous improvement initiatives.
Assist with monitoring the Knowledge Base for global call center teams.
Serve as the primary contact for customer letters, questionnaires, surveys, certifications, and information requests; ensure timely review, prioritization, and response.
Coordinate with Sales, Food Safety Quality, Regulatory, Operations, Procurement, R&D, Supply Chain, and other stakeholders to gather accurate information and complete customer requirements on time.
Maintain a tracking system for customer requests, monitor deadlines, follow up with responsible teams, and escalate risks to response timelines.
Review customer responses for completeness, consistency, and compliance with company standards, customer requirements, regulatory expectations, and approved company positions.
Compile and submit finalized customer responses, address follow-up questions, and support customer relationships through clear, professional, timely communication.