Consumer Affairs Supervisor

JOB OVERVIEW:

The Consumer Affairs Supervisor (CAS) reports to the Director of Quality Assurance. The CAS coordinates and directs the administrative support functions of the Consumer Affairs Department. The CAS supports the manufacturing and quality organization with technical and quality tasks as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manages and leads Consumer Affairs support team, which includes the Consumer Affairs specialists or representatives.

Manages the company’s enterprise wide Consumer Affairs program

Develop and manage Consumer Affairs procedures, protocols and SOPs

Develop letters and consumer response scripting (sourcing from website, social media, correspondence, and phone inquiries)

Develop and manage monthly consumer reports including reports to Senior Leadership and manufacturing facilities

Analyze QA system consumer data (track consumer comment trends involving quality and non-quality issues) ensuring data correctness and integrity

Develop and manage relationships with Brand VPs and Managers to promote and protect brand integrity

Primary contact person for Consumer Team within the QA and Manufacturing organization with Sales Teams for customer and retailer complaints involving Finished Product

A contact point person and customer service agent with the Company’s social media consumers

Primary point of contact with Corporate Legal involving consumer inquiries or claims

Manage all Department recordkeeping systems, analytics and KPI’s. (electronic and hard copy documentation)

Oversee retrieval of sample, chain of custody and coupon order process

Support Regional Quality Teams in trend assessment and root cause investigations

Other duties as assigned

LANGUAGE SKILLS:

Ability to read, analyze, and interpret common information, reports, and other documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or company representatives. Ability to effectively present information to management.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, stand for long periods of time, sit, and talk or hear. The employee frequently is required to use hands and fingers, to handle or feel, sit for long periods of time, stand frequently, bend, squat, reach, and turn to access files and office equipment. Must be able to lift up to 50 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Field positions will be exposed to various unfamiliar conditions where Personal Protective Equipment (PPE) must be worn, and which may include, but are not limited to, manufacturing and warehouse plants, and other venues as directed by a manager. The noise level in the work environment is usually moderate, but increases significantly in warehouse and manufacturing plants.

MINIMUM QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Bachelor’s degree preferred in business, marketing or equivalent in related area.

At least 5 years of experience as a team leader/supervisor in consumer affairs, customer service, or call center management.

Experience in documentation writing or related report/technical writing.

Prefer a candidate with experience in the food and beverage industry.

Proficient in software applications and analytics (e.g., Internet, Tableau, Datarails, CoPilot) and using Microsoft Word, Excel, and Access

English comprehension a must (e.g., proficient verbal, written, and editing skills).

Strong math aptitude.

Strong interpersonal skills.

Ability and flexibility to manage multiple tasks.

Ability to interact with all levels of management and diverse groups of external customers, companies, organizations, and agencies.

Shasta Beverages, Inc. provides equal employment opportunities to all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, genetics, gender identity, disabled veterans, or sexual orientation.