Consumer Relations Representative

About the role

Lactalis US Yogurt, part of the Lactalis family of companies, is currently hiring a Consumer Relations Representative based in Londonderry, New Hampshire. The Consumer Relations Representative serves as a vital liaison between the company and its consumers. The role will resolve consumer concerns and inquiries to an amicable conclusion for both the consumer and the company. The representative will collaborate closely with the Corporate Quality Team to ensure consumer feedback is aligned with broader organizational goals and continuous improvement initiatives.

Responsibilities

• Respond to incoming consumer calls, emails, letters and other contacts in a timely, professional, and friendly manner, entering complete case information for each interaction accurately into the database, and providing follow-up consumer communication as needed.
• Support products, marketing programs and company initiatives.
• Understand and communicate product features and benefits: key business practices, and subjects at the heart of the company’s mission through a broad knowledge base relating to our products, ingredients, dairy farming, health and nutrition, environmental responsibility and sustainability issues, and marketing promotional programs.
• Resolve consumer concerns to a positive outcome with professionalism and empathy, aiming to protect the interests of both the consumer and the company.
• Maintain accurate and timely records of consumer interactions within the Consumer Relations database, ensuring data integrity and consistency.
• Aid in the fulfillment of consumer coupons and promotions.
• Perform other duties as assigned.

Requirements

• High school diploma is required.
• Some college preferred.
• 2+ years Contact Center experience is required.
• Excellent attendance/punctuality for the efficient operation of our business.
• Strong verbal and written communication skills adaptive to a broad range of audiences.
• Consistently upbeat, balanced, thoughtful, and concerned when dealing with any of our outside constituencies.
• Detail oriented, accurate, and able to multi-task.
• Good computer skills including experience with Microsoft Word, Excel, and Outlook.
• The ability to build and maintain working relationships.
• The ability to prioritize and meet deadlines within specified time constraints.
• The ability to operate in a team environment.
• The ability to adapt in a changing work environment.
• Bilingual in English and Spanish is a plus.

Qualifications

• Physical presence in the office, in accordance with the guidelines of the Hybrid Work Policy.

Skills

• Customer service skills
• Problem-solving skills
• Communication skills
• Computer proficiency

Benefits

Lactalis offers a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement.

Pay

Compensation is commensurate with experience.

Schedule

This position requires flexibility and may require extended hours depending on the project needs.

Company Information

Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities. Further, any division of the Company that is an Affirmative Action Employer will comply with all related legal obligations.