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Consumer Affairs Specialist in Hamilton at TreeHouse Foods

Date Posted: 12/6/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Hamilton
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    12/6/2018

Job Description

Employee Type:

Full time

Location:

ON Winona

Job Type:

Customer Service

Job Posting Title:

Consumer Affairs Specialist

Job Description:

Position Summary:

The consumer affairs specialist is a customer service oriented position that is responsible for ensuring customers and consumers receive responses to issues and inquiries in a timely manner.  The goal is to build customer and consumer loyalty through accurate, timely and effective communication and resolutions.

NOTE: The location for this role can be at our facilities in Winona, Ontario; Green Bay, Wisconsin or Oak Brook, IL. The key is complete fluency in French - spoken and written.

Position Responsibilities:

  • Assist customer and consumers by identifying, researching and resolving their issues, while documenting all steps in the consumer affairs software system/database
  • Receive inbound complaints and inquiries from customer and consumers and effectively identify, research and resolve the complaint or inquiry
  • Accurately and thoroughly enter all communications into the consumer affairs software system/database
  • Compile complete case reviews involving dental and medical cases to be reviewed by consumer affairs manager for next step
  • Daily review and follow-up on all customer and consumer inquiries and complaints not immediately resolved; review all pending scheduled actions and follow-through to resolution
  • Work directly with all plants to complete complaint investigations and determine proper notification back to the customer and/or consumer
  • Interpret and evaluate plant investigation results and implement appropriate responses to customers and consumers
  • Identify trends and communicate to proper internal team member(s) for further research and possible standard response for continued use
  • Assist in escalated issues involving customer and consumer claims, including those escalated issues from the 3rd party frontline contact center
  • Assist in receiving and reviewing all foreign material sent in by customers and consumers
  • Audit other team members’ and 3rd party frontline contact center  for accuracy and policy compliance and communicate audit results to consumer affairs analyst
  • Act as a mentor/coach for 3rd party contact center assisting the representatives with case management
  • Develop and demonstrate a thorough knowledge of our products, policies and procedures
  • Assist with additional tasks as needed

Qualifications and Requirements:

  • Excellent organizational and problem solving skills
  • Team oriented
  • Demonstrated ability to initiate and implement continuous process improvement
  • Ability to excel as a productive member of a growing and dynamic team
  • Excellent communication skills, written and oral, for effective interaction with all personalities
  • Ability to think logically, use good judgment, problem solve and grasp concepts quickly
  • Ability to work independently
  • Well-developed sense of urgency and follow-through
  • Knowledge of MS Office
  • Ability to stay calm under pressure

Education:

High School plus specialized training (min 6mos-2yrs)/College Certificate (Canada)

Disability Assistance
TreeHouse Foods is an Equal Employment Opportunity Employer and offers opportunities to all job seekers, including those with disabilities.  If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to disability-accommodations@treehousefoods.com. In your email please include a description of the specific accommodation you are requesting and a description of the position for which you are applying.

EEO Considerations

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