Consumer Relations Specialist

The Consumer Relations Specialist is responsible for managing all consumer feedback—complaints, compliments, and inquiries—related to JBSS products. This role requires handling challenging conversations with professionalism, empathy, and resilience while ensuring a positive customer experience. The Specialist works to create consumer value by resolving issues promptly and closing interactions according to internal protocols.

Key responsibilities include escalating issues to the Quality team, assisting with investigations, maintaining databases and scorecards, and monitoring trends for quality and food safety incidents. The role also provides on-site support to the plant Quality Team and administrative assistance to the Elgin Quality Operations Manager.

Functions of the Position:

• Handle consumer inquiries via email, phone, mail, JBSS website, marketing agency, and 800 Consumer Relations line daily; includes select customer order entry responsibilities.
• Assist plant Quality supervision with timely investigations, resolutions, and CAPA reviews/documentation for food safety incidents.
• Provide administrative support to the Elgin Quality Operations Manager and team, including documentation review, filing, sample collection, lab organization, supply ordering, and internal audits.
• Log and maintain complaint data in QA database and Excel spreadsheets on the same day of receipt; ensure 100% accuracy. Resolve inquiries within 7 business days for coupons and 2 weeks for replacements/refunds. Continuously improve consumer care systems and response times.
• Process Private Label customer complaints, summarize closures, and lead or participate in complaint review meetings.
• Lead special projects assigned by VP of Food Safety, Quality & Regulatory Compliance and Quality Systems Manager.
• Participate in corporate quality projects to support short- and long-term initiatives.

Education, Experience, and Knowledge

• High school diploma required
• 1–3 years of customer-facing experience with demonstrated resolution skills

Skills and Competencies

• Strong verbal and written communication skills
• Excellent telephone etiquette and active listening skills
• Diplomatic, tactful, and professional demeanor
• Ability to manage stressful conversations over the phone
• Strong attention to detail, accuracy, and organizational skills
• Effective time management; ability to adapt quickly and multi-task
• Team-oriented with ability to build strong relationships internally and externally
• Self-starter; able to work independently with minimal supervision
• Advanced proficiency in Microsoft Office applications and familiarity with Quality Systems

Additionally, we provide a comprehensive benefits package that reflects our commitment to support the wellness of our colleagues and their families. This includes health benefits, professional growth support, generous paid time off benefits to support work/life balance, retirement benefits and other programs to support financial wellness. A full listing of our extensive benefits package can be found on our Company website, located here: https://jbssinc.com/careers/

JBSS is an Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.