Consumer Relations Analyst II

This is a fully remote position, open to applicants in Florida.

📋 Description

• Manage consumer interactions from initiation to investigation, documentation, and resolution at both corporate and plant levels.

• Engage with consumers via phone, letters, and email.

• Provide leadership guidance on consumer matters and potential product liability issues.

• Supervise the consumer 1-800 hotline.

• Maintain the Emplifi Consumer Database, which includes issue logging, report generation, and recommendations for updates and enhancements.

• Act as the main point of contact between consumers and sales, manufacturing, quality control, customer service, risk management, corporate, and plant teams.

• Implement and adhere to Consumer Relations guidelines and policies.

• Oversee daily operations, recovery planning, updates, enhancements, and the integrity of the Emplifi Consumer Database.

• Ensure timely, friendly, and effective responses utilizing company-approved communication methods.

• Assist plant concern coordinators with the treatment, entry, and resolution of concerns.

• Monitor consumer issues, trends, product responses, and best practices.

• Create tracking reports categorized by plant, product, and complaint type.

• Test and assess database updates and upgrades, recommending improvements as necessary.

• Verify and process product reimbursement claims.

• Collaborate with insurance and risk management on product liability matters.

• Communicate consumer feedback through established channels.

• Train internal and temporary staff on system functionalities when needed.

• Perform additional duties as assigned and adhere to company operating policies.

⛳️ Requirements

• A minimum of five years of experience in the consumer foods industry.

• Strong and diplomatic written and verbal communication skills.

• Demonstrated maturity, stability, and judgment in managing challenging situations involving consumers.

• In-depth knowledge of consumer contact database systems, reporting tools, and personal computer operations.

• Intermediate to advanced proficiency in software applications, including Excel, Word, Lotus Notes, and PowerPoint.

• Experience with SAP is preferred.

• Strong analytical and problem-solving skills.

• Familiarity with company products, procedures, and systems is a plus.

• A Bachelor’s degree in Marketing, Business, English, or Communications is preferred; or equivalent experience.

• Adherence to company policies and procedures is required.

🏝️ Benefits

• Comprehensive health and medical benefits.

• 401(k) retirement savings plan.

• Opportunities for professional growth and leadership training.

• Paid vacation, holidays, and parental leave.

• Competitive salary.

• Excellent total rewards package.