Customer Service / Consumer Care Specialist

JOB SUMMARY:

The Consumer Care Specialist is responsible for the effective handling of all the issues that come from consumers through the Consumer Care Area. This position is also responsible for the effective administration of the Corporate Quality System and working closely with our Customer Service Team.

RESPONSIBILITIES / DUTIES:

• Serve as the primary contact with consumers to ensure their feedback regarding LALA U.S.’ products are properly addressed.
• Serve as the primary contact with Food Service customers regarding quality issues.
• Follow up with the QA Managers to ensure consumers issues are effectively addressed.
• Serve as the primary contact for consumer product promotions including promotional coupons and product information.
• Prepare quality issue reports including weekly, monthly, and food service reports.
• Responsible for following up on any complaint received through the Claim Adjuster Services (CAS).
• Partner with Risk Assessment team on food safety complaints.
• Alert Customer Service Manager and Marketing Manager to any growing trends or product issues.
• Train new consumer care system users including QA Managers and members of the Sales team.
• Send complaint samples to external laboratory for analysis and/or identification.
• Follow up with consumers on all issues received by phone, mail, or email.
• Administer the Supplier Approval Program.
• Enter raw and finished specifications data into R&D database.
• Maintain and administer the raw materials and finished product specifications central database.
• Coordinate with suppliers on any updated raw material documentation.
• Maintain quality procedures, plans, flow process, and work instructions.
• Maintain the customer requirements and customer specifications system.
• Maintain the Federal Food Registry Model (FFRM) and respond to field FFRM requests.
• Coordinate business unit audit corrective action systems.
• Maintain business unit and corporate shared drive folders.
• Coordinate corporate product evaluations.
• Coordinate with members of our Customer Service and Supply Chain teams as needed.
• Respond to internal and external requests and bring to resolution as needed.
• Ad-hoc projects and assignments as needed.

WORK EXPERIENCE / KNOWLEDGE:

• 1-3 years of customer service experience.
• Consumer products industry experience is preferred.
• Detailed oriented.
• Strong problem-solving skills.
• Experience with navigating within multiple communication channels (social, email, phone)
  and able to adapt quickly to the use of the latest technology.

SKILLS / OTHER PERSONAL ATTRIBUTES REQUIRED:

• Excellent verbal, written listening, and communication skills.
• Strong Customer Service skills.
• Ability to perform at a high level in a fast-paced environment.
• Ability to effectively resolve escalated consumer concerns.
• Ability to identify growing trends, opportunities and anticipate consumer reactions.
• Ability to manage multiple priorities and ensure prompt responses to Managers and Consumers.
• Ability to work effectively with other team members and teams.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Bilingual (English/Spanish) is a plus

FORMAL EDUCATION:

• High School Diploma or GED equivalent is required.
• Associates Degree or higher is preferred.

WORKING CONDITIONS

• This is a hybrid position that reports to our Dallas, TX office at least 3 days a week.
• Normal office environment with little exposure to noise, dust, and temperatures.
• The ability to lift, carry or otherwise move objects of up to 10 pounds is necessary.
• Normally works a regular schedule of hours, however hours may vary depending on the project or assignment.