Consumer Affairs Supervisor

About the role

The Consumer Affairs Supervisor (CAS) reports to the Director of Quality Assurance and coordinates and directs the administrative support functions of the Consumer Affairs Department. The CAS supports the manufacturing and quality organization with technical and quality tasks as needed.

Responsibilities

• Manages and leads the Consumer Affairs support team, which includes Consumer Affairs specialists or representatives.
• Manages the company’s enterprise-wide Consumer Affairs program.
• Develops and manages Consumer Affairs procedures, protocols, and SOPs.
• Develops letters and consumer response scripting (sourcing from website, social media, correspondence, and phone inquiries).
• Develops and manages monthly consumer reports, including reports to Senior Leadership and manufacturing facilities.
• Analyzes QA system consumer data (tracks consumer comment trends involving quality and non-quality issues) ensuring data correctness and integrity.
• Develops and manages relationships with Brand VPs and Managers to promote and protect brand integrity.
• Serves as the primary contact person for the Consumer Team within the QA and Manufacturing organization with Sales Teams for customer and retailer complaints involving Finished Product.
• Acts as a contact point and customer service agent with the Company’s social media consumers.
• Serves as the primary point of contact with Corporate Legal involving consumer inquiries or claims.
• Manages all Department recordkeeping systems, analytics, and KPIs (electronic and hard copy documentation).
• Oversees retrieval of sample, chain of custody, and coupon order process.
• Supports Regional Quality Teams in trend assessment and root cause investigations.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree preferred in business, marketing, or equivalent in a related area.
• At least 5 years of experience as a team leader/supervisor in consumer affairs, customer service, or call center management.
• Experience in documentation writing or related report/technical writing.
• Preferred candidate with experience in the food and beverage industry.
• Proficient in software applications and analytics (e.g., Internet, Tableau, Datarails, CoPilot) and using Microsoft Word, Excel, and Access.
• English comprehension a must (e.g., proficient verbal, written, and editing skills).
• Strong math aptitude.
• Strong interpersonal skills.
• Ability and flexibility to manage multiple tasks.
• Ability to interact with all levels of management and diverse groups of external customers, companies, organizations, and agencies.

Language Skills

• Ability to read, analyze, and interpret common information, reports, and other documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or company representatives.
• Ability to effectively present information to management.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to walk, stand for long periods of time, sit, and talk or hear.
• Frequently required to use hands and fingers, to handle or feel, sit for long periods of time, stand frequently, bend, squat, reach, and turn to access files and office equipment.
• Must be able to lift up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• Field positions will be exposed to various unfamiliar conditions where Personal Protective Equipment (PPE) must be worn, which may include manufacturing and warehouse plants, and other venues as directed by a manager.
• The noise level in the work environment is usually moderate but increases significantly in warehouse and manufacturing plants.