CONSUMER AFFAIRS SPECIALIST II

McCormick & Company, Inc., a global leader in the spice, flavor, and seasonings industry, is seeking a full-time Consumer Affairs Specialist. This new hire will work in Hunt Valley, MD . The Consumer Affairs Specialist will report to the Manager NA Consumer Affairs.

McCormick & Company, Incorporated is a global leader in flavor with approximately 13,000 employees worldwide. As a Fortune 500 company with over $5 billion in annual sales across 160 countries and territories, we manufacture, market, and distribute spices, seasoning mixes, condiments, and other flavorful products to the entire food industry including e-commerce, retail,food manufacturers and foodservice businesses. Our most popular brands include McCormick, French's, Frank's RedHot, Stubb's, OLD BAY, Lawry's, Zatarain's, Ducros, Vahiné, Cholula, Schwartz, Kamis, DaQiao, Club House, Aeroplane, and Gourmet Garden. Every day, no matter where or what you eat or drink, you can enjoy food flavored by McCormick. Our Purpose is "To Stand Together for the Future of Flavor and our Vision is "A World United by Flavor—where healthy, sustainable and delicious go hand in hand."
As a company recognized for its exceptional commitment to employees, McCormick offers a wide variety of benefits, programs, and services. Benefits include, but are not limited to, tuition assistance, medical, dental, vision, disability, group life insurance, 401(k), profit sharing, paid holidays, and vacations.

Position Overview:
This position is responsible for answering consumer inquiries (e.g. product information, recipe and nutrition requests, etc.) via the company’s social channels, 800#, email and mail, with a concentration on social media. The successful candidate will also create Consumer feedback reports identifying growing trends and opportunities.

Responsibilities:
Monitor social media and respond to and resolve consumer related queries/issues via all communication channels (social, email, phone or mail), with a concentration on social network sites (Facebook, Twitter, Instagram, Amazon.com, Mc.com, YouTube) for all of our various consumer brands.
Act as the voice of the company to the consumer across social media with a high visibility, requiring tact, professionalism and solid judgment.
Develop appropriate responses both in writing and verbally, to escalated and complicated consumer issues needing advanced skills in customer service.
Works with manager on final approvals.
Utilize Consumer Contact Management System and Social Management tool to create consumer feedback reports to identify growing trends and opportunities.
Monitor industry topics for spikes in interest to anticipate consumer reaction. Assist with the monthly Consumer Pulse report.
Work daily with the Public Relations and Digital teams.
Work with the Sales and Marketing team to resolve consumer inquiries.
Work closely with the Quality Assurance department – monitor and route relevant returned product issues; alert for potential escalating product issues; follow-up when necessary to give consumer timely resolution to product concern.
Work with the Test Kitchen on consumer questions around cooking and product performance.
Utilize and navigate multiple systems including, Reference System, Internet and digital tools to research and respond to consumer inquiries.
Alert supervisor to any growing trends or product issues.
Support Consumer Affairs team to manage department priorities and workload. Share responsibilities by helping to maintain and update our Consumer Contact System, assisting with fulfillment for consumer follow-up and provide support and guidance to our outsourced contact center when necessary.
Handle In-store questions/complaints.
Work independently with regular feedback from manager.

Required Qualifications:
High School Diploma
2 years of customer service experience (with social focus)
Strong cooking/food knowledge.
Professional experience communicating on social networks (Facebook, Twitter, Instagram, Amazon.com, Mc.com) on behalf of the company; fully understanding the need to respond to consumers in an appropriate manner, using solid judgment and tact, that builds consumer loyalty and reduces the chance of company liability or reputation damage.
Must be detailed oriented with strong problem solving skills – resourceful, even-keeled, and thoughtful.
Experience with navigating within multiple communication channels (social, email, phone) and able to adapt quickly to the use of the latest technology.
Ability to identify growing trends and opportunities, and anticipate consumer reaction.
Ability to work independently with regular feedback from supervisor.
Demonstrated ability to work effectively with other team members.
Excellent writing skills; as well as great listening skills.
Proven record of ability to build knowledge base of products over a large portfolio of brands.
Ability to manage multiple priorities and ensure prompt responses to consumers.
Experience with MS Office (Word, Excel, PowerPoint).

Preferred Qualifications:
Bachelor's Degree in Communication or related field

McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
As a general policy, McCormick does not offer employment visa sponsorships upon hire or in the future.