Consumer Affairs Specialist

Employee Type:

Location:

Job Type:

Job Posting Title:

Job Description:

Schedule: Hybrid office schedule; M - TH in office
Work Location: 1120 Employers Blvd, De Pere, WI 54115
Benefits: Medical, Dental, Vision, 401(k) with match, STD/LTD/AD&D/Life, HSA, FSA, EAP, Hospital indemnity, Accident Insurance, Identity and Fraud Protection Plan, Legal, and Critical Illness.
Salary, based on experience and other qualifications: up to $26 an hourly with additional bonus potential

Roles & Responsibilities:

• Assists customers/consumers by identifying, researching, and resolving their questions regarding products manufactured by Winland Foods.
• Investigates customer/consumer complaints and other issues by working directly with plant Quality Assurance Managers to determine root cause and corrective action.
• Documents all case details into a CRM (Customer Relationship Management) system; which includes all phone call notes, product information, correspondence and investigation results.
• Interprets and evaluates plant investigation findings and communicates appropriate responses to customers/consumers in writing and over the phone.
• Prepares and sends retrieval kits to consumers to ensure that original samples/materials are returned in a timely manner when required for investigation.
• Processes returned retrieval kits by documenting the contents, forwarding to the plant Quality Team and tracking the shipment to ensure procedures and processes are followed.
• Communicates investigation results and appropriate corrective actions to customers regarding product audits.
• Completes daily follow-up on inquiries and concerns not immediately resolved via case management.
• Assists in identifying trends to ensure proactive communication to the Quality Team.
• Works with other team members to determine alternative solutions as required that meet or exceed customer/consumer expectations.
• Shares knowledge and lessons learned through case management by supporting the enhancement of our Consumer Affairs knowledge base.
• Acts as a Subject Matter Expert (SME) for our products and processes.
• Assist with additional tasks as requested.

The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.

Qualifications & Experience:

• High School diploma or equivalent required. College certificate is preferred.
• Experience working in a customer service environment required.
• Must have exceptional customer service skills with the ability to actively listen, present a professional demeanor on calls, resolve conflicts under pressure, and work independently without direct supervision.
• Excellent verbal, written, and interpersonal communication skills required for effective interaction with all internal and external contacts.
• Knowledge and experience with Emplifi CRM (Customer Relationship Management) system is an asset.
• Industry specific specialized training desired.
• Ability to think logically, use good judgment and grasp concepts quickly.
• Well-developed sense of urgency and follow-through.
• Ability to plan, organize time and problem solve efficiently.
• Ability to develop and maintain strong internal and external business relationships.
• Able to work in a fast paced, closely integrated team in which consumer/customer satisfaction, communication, teamwork and flexibility are essential.
• Ability to act in an ethical, honest and professional manner at all times.
• Demonstrated ability to explore, initiate and implement continuous process improvement opportunities.
• Strong knowledge and proficiency utilizing MS Office products (Outlook, Word, PowerPoint, Excel).
• Position is expected to work in the office and has the ability to work remotely on a hybrid schedule, that is subject to change as business requirements evolve. Reliable internet connectivity required in order to work remotely.
• Ability to travel up to 25% of the time.

EEO Statement: