Consumer Care Representative

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SPICE WORLD

Consumer Care Representative

For more than 77 years, Spice World has been passionate about bringing everyone a world full of flavor, year-round. As a Consumer Care Representative and Document Control Specialist you are responsible for providing our customers and consumers, inquiries and answering requests with a courteous and professional customer service. Maintain records of all communications using computer database software. Also, maintain customer portals and documents accuracy within the assigned responsibilities.

• Provides customers/consumers with the status of their issue/question.
• Able to speck to customers related to customer complaints on behalf of the company under the guidance of QA leadership.
• Able to provide customer resolutions in a timely manner.
• Provides timely resolution of customers/consumers complaints, concerns, and inquiries.
• Monitor and provide monthly Consumer/Costumer Feedback Data.
• Builds effective relationships and trust with customers/consumers by listening to their needs and following up.
• Responsible for supporting the maintenance of the customer portals, such as TraceGains, WM Retail Link, etc. and all items related QA.
• Maintain open communication with QA leadership and support staff to solve issues.
• Supports Procurement by reviewing and conducting internal document supplier audit and approval through requesting proper documentation using supplier compliance database (i.e. TraceGains).
• Develop and review product specifications based on customer needs/requests.
• Support and maintain HACCP, FDA, SOP’s GMP, SQF and other related quality records and programs.
• Support the Quality Department Self Audits Quality, required Food Safety Exercises and documentation.
• Provide support, prepare and maintain Product Data Sheets (PDS)
• Perform other QA assigned tasks as necessary in order to drive improvement and support Quality Mission Statement.
• Able to maintain a professional attitude and demeanor while dealing with difficult and/or disgruntled customers/consumers.
• Performs other related duties as assigned by management.

Requirements:

• Able to work from Monday to Fridays, eight-hour shifts, and overtime as needed.
• Able to work independently.

Education and Experience:

• Minimum of two years related experience as a customer representative or equivalent, preferable in food industry.
• Associate’s degree in customer service or communication preferred.

Abilities and Skills:

• Excellent customer service skills.
• Good communicator and listener.
• Friendly and positive attitude.
• Excellent verbal and written communication skills.
• Proficient on computer software such as Microsoft Office: Word, Outlook and Excel.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams.
• Ability to understand and follow written and verbal instructions.
• Ability to handle a high volume of calls/emails.
• Professional appearance and demeanor.
• Ability to perform diversified clerical functions.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand English and Spanish. Other languages such as French are a plus
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Strong commitment to company goals and values.

Benefits:

• Insurance coverage (Medical, Dental & Vision)
• 401(k) with employer match (100% of first 3% and 50% of 4-5%)
• Paid holidays (10 days) and generous paid time-off.
• Paid Long-term Disability
• Paid Life Insurance
• Voluntary Supplemental Insurance such as: Life Insurance, Accidental Death & Dismemberment, among others.

Spice World, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex, sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.