Consumer Affairs Specialist

Winland Foods is a leading private label food manufacturer of pasta, dry dinners, condiments, syrups, and more with nearly 3,000 employees operating out of 14 production facilities in US, Canada, and Italy. As a 'newly' established company, we are creating the building blocks for an innovative and agile organization that is purpose driven - delivering high quality food to our customers and communities. We foster an environment that encourages all employees to be heard, values the contributions and ideas of others. By joining Winland Foods, you become a part of a new team that values passion, collaboration, and strives to prosper with our customers.

Employee Type:

Full time

Location:

WI TBMP Green Bay Willowbrook

Job Type:

Production Support

Job Posting Title:

Consumer Affairs Specialist

Job Description:

The Consumer Affairs Specialist role is passionate about Consumer Affairs and resolving issues to deliver a great experience every time! As a member of this team, the individual will be an advocate for both the customer and consumer; as well as Winland Foods. This position is responsible for responding to inquiries and providing complaint resolution for our consumers and customers. This role proactively provides information and education on our products and processes as well as works with internal/external teams to investigate and determine root cause and corrective action to help resolve issues. As a productive member of a growing and dynamic team, this role will help build strong relationships with our customers and will help build consumer brand loyalty through accurate, timely and effective communication and complaint resolutions. This position will report to the Consumer Affairs Manager.

Roles & Responsibilities:

• Assists customers/consumers by identifying, researching, and resolving their questions regarding products manufactured by Winland Foods.

• Investigates customer/consumer complaints and other issues by working directly with plant Quality Assurance Managers to determine root cause and corrective action.

• Documents all case details into a CRM (Customer Relationship Management) system; which includes all phone call notes, product information, correspondence and investigation results.

• Interprets and evaluates plant investigation findings and communicates appropriate responses to customers/consumers in writing and over the phone.

• Prepares and sends retrieval kits to consumers to ensure that original samples/materials are returned in a timely manner when required for investigation.

• Processes returned retrieval kits by documenting the contents, forwarding to the plant Quality Team and tracking the shipment to ensure procedures and processes are followed.

• Communicates investigation results and appropriate corrective actions to customers regarding product audits.

• Completes daily follow-up on inquiries and concerns not immediately resolved via case management.

• Assists in identifying trends to ensure proactive communication to the Quality Team.

• Works with other team members to determine alternative solutions as required that meet or exceed customer/consumer expectations.

• Shares knowledge and lessons learned through case management by supporting the enhancement of our Consumer Affairs knowledge base.

• Acts as a Subject Matter Expert (SME) for our products and processes.

• Assist with additional tasks as requested.

• The duties and responsibilities described are not a comprehensive list of all tasks. Additional tasks and duties may be assigned from time to time as necessitated by business needs.

Qualifications & Experience:

• High School diploma or equivalent required. College certificate is preferred.

• Experience working in a customer service environment required.

• Must have exceptional customer service skills with the ability to actively listen, present a professional demeanor on calls, resolve conflicts under pressure, and work independently without direct supervision.

• Excellent verbal, written, and interpersonal communication skills required for effective interaction with all internal and external contacts.

• Knowledge and experience with Emplifi CRM (Customer Relationship Management) system is an asset.

• Industry specific specialized training desired.

• Ability to think logically, use good judgment and grasp concepts quickly.

• Well-developed sense of urgency and follow-through.

• Ability to plan, organize time and problem solve efficiently.

• Ability to develop and maintain strong internal and external business relationships.

• Able to work in a fast paced, closely integrated team in which consumer/customer satisfaction, communication, teamwork and flexibility are essential.

• Ability to act in an ethical, honest and professional manner at all times.

• Demonstrated ability to explore, initiate and implement continuous process improvement opportunities.

• Strong knowledge and proficiency utilizing MS Office products (Outlook, Word, PowerPoint, Excel).

• Position is expected to work in the office and has the ability to work remotely on a hybrid schedule, that is subject to change as business requirements evolve. Reliable internet connectivity required in order to work remotely.

• Ability to travel up to 25% of the time.

Winland Foods believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Winland Foods is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

Meal Prep Use Only: #mealprep

TreeHouse Foods is a private label food and beverage leader focused on customer brands and custom products. When customers partner with TreeHouse they can expect access to an industry-leading portfolio, strategic vision, on-trend innovation and insights, world-class supply chain, operational excellence and flexibility, collaborative approaches, and dedicated customer service.

Our strategy is to be the leading supplier of private label food and beverage products by providing the best balance of quality and cost to our customers. We engage with retail grocery, food away from home, and industrial and export customers, including most of the leading grocery retailers and foodservice operators in the United States and Canada.

Our portfolio includes a variety of shelf-stable, refrigerated, and snack products.

Customers can expect comprehensive flavor profiles including natural, organic, and preservative-free ingredients in many categories and packaging formats.

TreeHouse Foods is best known for food and beverages produced by our two largest businesses Bay Valley Foods, LLC (including E.D. Smith and Sturm Foods) and TreeHouse Private Brands. With more than 10,000 employees in over 35 plants across the United States, Canada, and Italy, TreeHouse Foods is based in Oak Brook, Illinois.

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 ~~~ . 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.

To all recruitment agencies: TreeHouse Foods does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses, Treehouse Foods employees, or any company location(s). TreeHouse Foods is not responsible for any fees related to unsolicited resumes/CVs.

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.