CONSUMER CARE SPECIALIST

Join Our Team as a Consumer Care Specialist! Are you passionate about helping others and making a positive impact? As a Consumer Care Specialist, you’ll be the voice of our Consumer Brands, providing expert guidance, answering questions, and ensuring every consumer feels supported. From product knowledge and usage tips to resolving concerns and processing fast-track orders, you’ll play a key role in delivering exceptional experiences. If you love problem-solving, advocating for customers, and representing a trusted brand with professionalism, this is the role for you!

• This role is designed and intended to be performed in Muscatine, IA.
  
  
  

PRIMARY DUTIES & RESPONSIBILITIES:

• Professionally and accurately represent our company brands.
• Professionally responds to consumer inquiries and issues via several 800 numbers, email, product websites, fax and/or other media methods.
• Understands and executes time sensitive complaints/inquiries to the Quality Department to ensure consumer food and health safety.
• Evaluates consumer complaints and determine if replacement product, coupon, or reimbursement is to be issued.
• Ensure a case is created for every comment, inquiry, complaint, and record details and actions taken in the Emplifi system.
• Effectively and professionally handle consumer complaints regarding product complaints or issues.
• Effectively and compassionately handles sensitive consumer inquires regarding products used to care for loved ones.
• Works closely with the Marketing Team on new product launch and product insights.
• Process orders and work closely with shipping to ensure lead times are met.
• Identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues, including escalation to management as necessary.
• Route inbound calls to the appropriate resources.
• Obtain and evaluate all relevant data to handle complaints and inquiries.
• Manage administration, communicating and coordinating with internal departments.
• Provide individualized service at a high-standard professional level.
• Build the interest of consumers in the products and services offered by the organization.
• All other duties as assigned
  
  
  

EDUCATION, EXPERIENCE AND/OR QUALIFICATIONS:

• High School Diploma required
• Associates Degree in Business or related field preferred
• Minimum of 1-2 years of experience in call center activities preferred.
• Understanding of the canning process is a plus
• Excellent attendance and punctuality.
• Basic culinary knowledge
• Excellent listening skills – caring and empathetic.
• Effective communication skills both written and verbal.
• Ability to maintain customer confidentiality.
• Ability to effectively handle multiple tasks in a fast-paced environment.
• Working knowledge of personal computers and ability to navigate through software applications.