Consumer Affairs Representative

Glanbia

Downers Grove, IL

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General Summary: Represents first consumer experience for business via traditional Consumer Affairs channels/answers inquiries via email, phones, and chat; complaint intake & resolution management; supports D2C inquires; supports monthly reporting and contributes to the product knowledge hub.

Job Functions:

  • Effectively and accurately engages with consumers through phone calls, chat and email regarding product characteristics, ingredients, function etc., and facilitates resolution.
  • Supports D2C Sales (consumer inquiries, back office, investigation, trends, reports, troubleshooting)
  • Provides exceptional service to all internal and external customers.
  • Adheres and contributes to defining processes that produce best-in-class consumer engagement experiences, focusing on constant improvement and a value-based approach.
  • Ability to explore creative ways to successfully drive consumer engagement that will lead team to improved customer satisfaction.
  • Navigates Q&A for all brands while being an expert in one of the following, assigned categories of GPN brands: Lifestyle, Weight Management or Sports Nutrition.
  • Documents all consumer complaints (Regular and Serious/Adverse Events), initiates the complaint intake process to escalate to manufacturing and quality, and maintains the consumer relationship until complaint closure.
  • Stays current on existing, next-generation and innovation products through module attendance and application.
  • Utilizes SAP for order processing, management and investigating.
  • Contributes to delivering department KPIs.
  • Additional duties may include but are not limited to Ad-Hoc consumer trend/complaint analysis, coordinating competitive intelligence, reporting, and cross-functional projects.
  • Plays an integral role in issues/crisis management team and traceability scenarios.
  • Builds relationships with internal stakeholders to ensure business continuity.
  • Handles sensitive information with the highest degree of integrity and confidentiality.

Knowledge, Skills and Abilities:

  • Detail oriented and exceptionally thorough
  • Must have exceptional communication and listening skills
  • Must be proficient with Microsoft programs, especially Outlook
  • General understanding of SAP and Business Objects is a plus
  • Experience with consumer inquiry solutions/ticketing systems
  • Solution mindset; identify issues as they arise and mitigating actions
  • Expresses team mentality and readiness to jump in to help where skill set is needed

Decision Making/ Problem Solving:

  • Presents and elevates business issues discovered through consumer and retailer feedback.
  • Creates SOP’s and new work flows for the integration of global commercial issues.
  • Acts as primary decision maker for Fraud criteria regarding D2C sales.

Education/Experience:

  • Bachelor’s degree or commiserate work experience
  • One to three years of relevant work experience
  • Experience in the health & wellness industry or CPG industry a plus
  • Strong written and verbal communication (bilingual is a plus)
  • Must be able to handle stressful situations and have high-level problem-solving skills