Complaint Specialist

The Complaint Specialist’s works closely with Quality teams to provide hands-on complaint handling and ensures customer complaints are reviewed, processed, and analyzed in a timely manner. Duties include, but are not limited to, day to day complaint review to assure complaint investigations stay on track and results are reported to the Consumer Relations Team in a timely manner, identifying complaint trends and assists the Consumer Relations team process reports as needed when trends are identified and processes and shares data to other departments as needed for quality purposes. Assists in requesting samples from consumers for escalated complaints, properly receives and documents the samples and send to appropriate quality team and/or copacker for investigation. This position requires an individual who can multi-task, work in a fast-paced and highly detailed environment where mental focus and accuracy of work output is essential, and who can seamlessly transition to the day-to-day- demands and changes of the Consumer Relations department. The primary region of focus is ROW region- (U.S., LATAM, APAC, Oceania).

Essential Job Functions:

• Create and maintain reports from the Consumer Relations databases to track and evaluate complaint
• Create and evaluate weekly complaint reports for all pending complaint by category 1, 2, 3 ,4 to assure the complaint is on track with investigation process.
• Initiates internal investigations with QA team arising from consumer complaints
• Meets with the Quality Assurance team on a bi-weekly basis to review and evaluate pending complaint, identifies complaints where investigation has not been completed so that the QA team can further investigate and/ or request additional data to close out the complaint.
• Assists QA team in retrieving samples from escalated complaints by preparing proper documentation, tracks samples to assure they are received and when items are received properly documents information by taking pictures of samples using Dino Lite microscope, documents information into database and sends to proper Quality team and/or co-packer for investigation.
• Performs and/or coordinates complaint investigations and gathering of additional information, working closely with other departments to complete complaint record requirements
• Study and analyze data and escalate complaint trends to management team for proper evaluation and follow
• Create new analyst reports as needed based on data
• Maintain relationship with internal departments to improve business performance within the Consumer Relations
• Analyze consumer data to identify trends and potential areas of
• Develop and maintains monthly reports for management
• Assists Consumer Relations Management with reporting, researching and other tasks as
• Analyzes complaint data, assist in identifying trends and escalate trend data when found so proper investigation can be conducted by internal departments.
• Create and maintain reports on databases to track and evaluate follow-through
• Answer e-mails and written communication from consumers regarding all Monster Energy product
• Must have good problem-solving skills.
• Perform other duties as may be needed from time to time.

Position Requirements:

• College graduate preferred
• 3-4 years of Consumer Relations and/ or Customer Service preferred with an emphasis on handling quality
• Professional phone
• Must be able to deal with difficult and irate callers in a calm and controlled
• Ability to handle multiple tasks in a work environment where rapidly changing priorities
• Demonstrated problem-solving, critical thinking, and investigative
• Ability to use data sorting and analysis tools such a MS Excel
• Ability to manage confidential information with
• Ability to work well under pressure and to meet multiple and occasional competing deadlines while maintaining a cooperative working relationship with other employees and supervisor.
• Ability to work in a highly detailed environment where mental focus and accuracy of work output is
• Must have excellent Data Entry
• Intermediate to advance level of Microsoft Word, Excel and Power Point
• Excellent written and verbal skills with special attention to spelling and
• Ability to work independently with minimal
• Must have good observation
• Must have good researching
• Must have excellent organizational and time management
• Ability to function effectively as a member of a team with willingness to assist with special tasks and projects as
• Ability to follow strict deadlines and fact-check
• Ability to successfully meet standards of physical examinations and substance abuse testing, if
• Fluent in Spanish or French a plus.

PAY RANGE: $18.50 - $24.52 per hour