Manager, Consumer / Customer Response

Salary depends on experience
Posted on 10/11/17
Kansas City, KS
5 - 7 years experience
Consumer Goods / Miscellaneous
Salary depends on experience
Posted on 10/11/17

Job Description

Manage company-wide complaint programs with respect to consumers, customers, and co-manufacturers to ensure that all activities aid to improve the overall customer experience. Coordinate activities with the third-party call center, internal business, quality, and operations in order to provide timely and efficient responses to mitigate and bring resolution to issues. Provide KPI's and trend reports summarizing complaint data.

 Job Duties and Responsibilities:

Third-Party Call Center for Consumer Calls

  • Manage the external call center:
    • Document, update, and maintain current and approved call scripts for customer inquiries of retail and consumer products in regard to regulatory statements, product formulation, allergens, ingredient and nutritional parameters, shelf life, where to buy, etc.
    • Provide training as needed to ensure that the call center is properly trained on the use of the DFA consumer/customer complaint software (CRS) system, call scripts, policies and procedures
    • Recommend and manage vendor KPI's
    • Coordinate and lead quarterly meetings with vendor to review KPI scorecards
    • Manage and validate adherence to software vendor contract while working in conjunction with DFA Procurement

 Response Management

  • Interact with customers and consumers to manage information in response to inquiries about products and services and handle and resolve complaints
  • Interact with customers to manage complaints escalated from their company complaint systems to DFA
  • Interact with co-manufacturers to manage complaints escalated from DFA to the co-manufacturer
  • Interact with internal customers (DFA Sales, Marketing, Corporate Communication, Risk Management, Legal, QA Directors and Plants) to communicate & resolve issues
  • Coordinate with product/service suppliers to determine validity of complaints and evaluate options for remedying these complaints; make recommendations designed to reduce the number of complaints
  • Compose draft letters for approval in response to complaints including root cause and corrective action. Ensure food safety and or quality related responses are vetted through Corporate QA Directors for each associated plant
  • Facilitate the negotiation of facts and conflict resolution through communication with consumer, customer, and/or co-manufacturers
  • Escalate injury, illness, or foreign material complaints to VP QA, Risk Management and or DFA Legal as needed
  • Facilitate and coordinate complaint system information between any third-party customer complaint systems and the DFA complaint system
  • Monitor DFA system for complaint thresholds and notify pertinent facility and appropriate Corporate QA personnel. Coordinate complaint thresholds with Corporate QA department
  • Participate in industry trade groups as needed

 Complaint Management Software

  • Ensure that the third-party call center is properly entering data into software and categorizing all consumer complaints, comments, and inquiries. Clearly identify the priority types for entry to ensure all Priority 1 complaints are immediately escalated
  • Ensure all complaint data entered into the system has the correct Priority assigned (1,2 or 3) as well as the correct reason code for the complaint
  • Work with the software vendor to ensure the CRS system receives software upgrades and new template configuration, as needed; test all changes; and communicate and train users
  • Coordinate and develop new reports as needed
  • Participate in planning and change management, as required, to ensure that reports and data are providing value added information
  • Provide access, setup, training, and help for complaint system (CRS) users, both internal and external to DFA facilities
  • Aid in the integration to the CRM software solution to other systems as needed

Data Trending and KPI Reporting

  • Trend or ensure trending from the vendor of -
    • Total number of complaints by month by SKU, plant, type of defect (i.e. -- packaging, quality, foreign material, sensory, functionality, etc.)
    • Year over year comparisons
  • Provide weekly and monthly reports to the Business Unit leaders, Corporate QA, and Operations personnel
  • Maintain software dashboards
  • Monitor KPI trends and reports as required, communicate, and provide recommendations for change or improvements where appropriate -
    • Turnaround time for complaint closure
    • Normalized data of the number of complaints compared to sales units
    • Total number of calls/complaints handled
    • Cost of Non-Conformance per incident
    • Top reason codes for complaints
    • Complaints by top 20 customers (Tier 1,2 and 3)
  • Provide co-manufacturer trends to the Director QA- Consumer and Co-Manufacturing that include
    • Total number of complaints by co-manufacturer site
    • Trends by SKU
    • Year over year trends


Education and Experience

  • Bachelor's Degree in Business or Science
  • 2+ years complaint management experience
  • 5years food related consumer experiencepreferred

Knowledge, Skills and Abilities

  • Proficiency in all Microsoft Office programs, Adobe Acrobat, and other common applications
  • Able to conceptualize and understand the structure and function of larger database systems
  • Able to maintain confidentiality of information
  • Good working knowledge of Food Safety and Food Quality concepts
  • Able to handle challenging or conflict situations with tact and professionalism; able to work in stressful situations
  • Able to interact positively and work effectively with others (interpersonal skills)
  • Able to communicate clearly and effectively, both verbally and in writing, for a diverse range of internal and external audiences
  • Able to organize time, energy, and resources effectively to achieve goals (i.e., organizational skills)
  • Able to demonstrate qualities as a self-starter; able to realize one's own maximum potential and possibilities
  • Able to work independently and as part of a team
  • Able to read, write, and speak English
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