Consumer Care Specialist - Remote

At Eagle Foods we are builders.  We are builders of brands, categories, and people.  Eagle Foods enjoys a rich heritage with brands that have proven category leadership for more than 150 years.  Eagle is a diversified food company producing and marketing sweetened condensed and evaporated milk, snacks and convenient meal solutions products.  As a company, Eagle Foods is passionate about fostering an entrepreneurial spirit that boldly builds better people and better brands while focusing on the positive impact our company, our products and our people have on the world.  Eagle Foods has a bold family of brands that consumers have come to rely on for decades, including Eagle Brand® Sweetened Condensed Milk and Evaporated Milk, Magnolia® Sweetened Condensed Milk, PET® Milk, Popcorn Indiana, Cretors Popcorn, Helper and Suddenly Salad.  Eagle Foods products are marketed and distributed across all U.S. retail channels, including grocery stores, club stores and mass-merchandisers, as well as foodservice and export, U.S. military, and private label business.

Job Summary:

The Consumer Care Specialist is accountable for managing inquiries, complaints, and general requests from individual consumers and consumer organizations.  The CC Specialist is responsible for successfully resolving issues, providing prompt and accurate responses to inquiries, and delivering a high level of service to consumers.  The Consumer Care Specialist will also ensure the effective performance of Eagle Foods’ supply chain from Order to Invoicing.  The CC Specialist will occasionally serve as liaison between assigned portfolio of Customer Accounts and Cross Functional Teams to fulfill customer purchase orders on-time and in-full. 

Primary Responsibilities:

• Ensure successful coordination of shipments and react expeditiously & effectively to consumer & customer complaints, inquiries, and requests.
• Actively listen to consumer complaints, quickly identify root causes of issues, properly escalate issues and opportunities to the appropriate department leaders, and successfully interact with consumers to solve issues and answer inquiries about products, services, and policies.
• Accountable for owning the End to End Supply Chain Relationship collaborating with Supply Chain and Cross-Functional departments to oversee the timely delivery of product whilst minimizing issues impeding order and invoice processing and delivery.
• Effectively utilize Consumer Relationship System/Decision Support System to provide concise, timely responses to consumer inquiries.
• Employ proactive decision making to optimize cost and provide outstanding customer service (consolidate orders, adjust order quantities based on availability, adjust order ship points, modify delivery dates, etc.).
• Prepare and mail/ship hand-written communications, coupons, gift-cards, and other marketing material weekly to select consumers.
• Actively pursue opportunities to optimize expenditures in the Order to Invoice Process; including endeavors to mitigate customer chargebacks, penalties, and invalid deductions.
• Enter or release Customer Purchase Orders to the system ensuring order accuracy regarding items, quantities, delivery/pick-up dates, item prices, etc.
• Enforce Eagle Pricing, Lead Time, and Order Minimum Requirements on every Purchase Order.
• Develop and strengthen working relationships with customers and other functional departments within Eagle Foods.
• Utilize system reports, scorecards, and dashboard metrics to identify areas of opportunity for self and organization to improve consumer relation performance.

Requirements:

• Two to five years related experience required; preferably in customer service, consumer relations, or marketing.
• Exceptional customer service, interpersonal, communication, and problem-solving skills coupled with the ability to work effectively both individually and in a team environment.
• Experience working with an ERP System and Decision Support System preferred.
• Proficiency in MS Office with emphasis on Outlook, Excel, and Powerpoint.
• Ability to make autonomous, intelligent, data-driven decisions which positively impact Eagle Foods metrics and have beneficial financial implications.
• Ability to prioritize customer demands and manage multiple requests with strong attention to detail.
• Bachelor’s Degree Preferred

Competencies:

Adaptability, Attention to Detail, Collaboration, Cost Analysis and Reduction, Customer Relations Management, Drive for Results, Planning & Organizing, Proactive Action Initiation, Professional and Technical Knowledge, Soft Skills