Consumer Complaints Specialist

Our Home is looking to hire a Consumer Complaints Specialist to join our team. The Consumer Complaints Specialist will be responsible for managing and resolving consumer complaints related to our snack products. This role involves investigating complaints, coordinating with various departments to identify root causes, and ensuring timely and satisfactory resolutions for consumers. The Consumer Complaints Specialist will also track and analyze complaint data to identify trends and opportunities for product and service improvements. 

Responsibilities:

• Complaint Management: 
• Receive, document, and manage consumer complaints through various channels, including phone, email, and social media. 
• Investigate complaints thoroughly to understand the issues and determine appropriate resolutions. 
• Root Cause Analysis: 
• Collaborate with Quality Assurance, Production, and other relevant departments to identify root causes of consumer complaints. 
• Develop and implement corrective actions to prevent recurrence of issues. 
• Resolution and Follow-Up: 
• Provide timely and effective resolutions to consumer complaints, ensuring consumer satisfaction. 
• Follow up with consumers to confirm resolution and maintain positive relationships. 
• Documentation and Reporting: 
• Maintain accurate records of all consumer complaints, investigations, and resolutions. 
• Prepare and present regular reports on complaint trends, root causes, and corrective actions to management. 
• Continuous Improvement: 
• Analyze complaint data to identify trends and areas for improvement in products and processes. 
• Recommend and implement improvements to enhance consumer satisfaction and product quality. 
• Communication and Collaboration: 
• Communicate effectively with consumers, providing clear and empathetic responses to their concerns. 
• Work closely with cross-functional teams to address and resolve consumer issues. 
• Training and Education: 
• Train and educate customer service representatives on complaint handling procedures and best practices. 
• Stay updated on industry trends and best practices in consumer complaint management. 

Requirements

• Bachelor’s degree in Business, Consumer Affairs, or a related field. 
• Minimum of 2-4 years of experience in consumer complaints management, customer service, or a related field. 
• Experience in the food manufacturing industry is preferred. 
• Strong problem-solving and analytical skills. 
• Excellent communication and interpersonal skills. 
• Ability to handle sensitive and challenging situations with professionalism and empathy. 
• Detail-oriented with strong organizational and record-keeping skills. 
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). 
• Familiarity with customer relationship management (CRM) software is a plus. 
• This position may require occasional travel to manufacturing sites or industry events. 
• Ability to work in a fast-paced and dynamic environment. 
• Flexibility to work outside regular business hours as needed. 

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)