Consumer Affairs Specialist

About the role

The Consumer Affairs Specialist role is passionate about Consumer Affairs and resolving issues to deliver a great experience every time! As a member of this team, the individual will be an advocate for both the customer and consumer; as well as Winland Foods. This position is responsible for responding to inquiries and providing complaint resolution for our consumers and customers. This role proactively provides information and education on our products and processes as well as works with internal/external teams to investigate and determine root cause and corrective action to help resolve issues. As a productive member of a growing and dynamic team, this role will help build strong relationships with our customers and will help build consumer brand loyalty through accurate, timely and effective communication and complaint resolutions. This position will report to the Consumer Affairs Manager. Work Location: 1120 Employers Blvd, De Pere, WI 54115.

Schedule

Hybrid office schedule; M - TH in office.

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
• Critical Illness

Pay

Salary, based on experience and other qualifications: up to $26 an hourly with additional bonus potential.

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

• 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