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Consumer Care

3 months ago

Norcross, Georgia, United States OLE' Mexican Foods Full time

Ole Mexican Foods, Inc. is seeking a talented Bilingual (Spanish) Consumer Care Coordinator to become part of our team.

This role entails effectively managing consumer and customer issues through the Consumer Care Corporate Quality System.



Key Duties:

  • Primary point of contact for consumers to address feedback on Ole Mexican Foods products
  • Liaison with Food Service Sales representatives/customers regarding quality concerns
  • Coordinate with QA Managers/Plant Managers to resolve consumer issues
  • Oversee Quality Issues Website management
    oUpdate product listings and QA catalogs
    oCoordinate with IT for Quality Web enhancements

  • Handle Quality Issues reports
    oGenerate Weekly and Monthly Reports for Ole Mexican Foods
    oMonitor Retail and Food Service sectors

  • Address complaints through Claim Adjuster Services (CAS)
  • Train new users on the Consumer Care system
  • Create and distribute QA Food Safety newsletters
  • Arrange for complaint samples to be analyzed by External laboratories
  • Follow up with consumers via phone, mail, website, and social media
  • Collaborate with QA Managers to set up new customer system accounts
  • Assist with Customer Requirements and Specifications Management
  • Contribute to Raw Materials and Finished Product Specifications Database
  • Maintain Document Control Module System
  • Enter data into customer portal web bases
    Assist with bi-annual FDA registration for all Ole facilities

  • Support other tasks as directed by the QA Coordinator or Director of QA
  • Participate in special studies with the Quality Assurance Department
  • Help with BRC (GFSI) activities and Quality Projects
  • Prepare plant-level Audit/Inspection documentation
  • Ensure standardization at plant level
  • Prepare for Gluten-Free (GFMS) certification at plant level
  • Train employees/departments on Document Control Module and structural documentation
  • Support Internal Audits for GFSI and GFMS
  • Contribute to corporate QA/Operation projects

Requirements and Background:

  • Prior experience in customer service or a related field
  • Preferably possess a Bachelor's degree
  • Proficient in Computer/software systems (Excel, Word, PowerPoint, Visio, etc)
  • Must be fluent in English and Spanish
  • Effective communicator, both verbally and in writing
  • Capable decision-maker
  • Strong computer proficiency
  • Excellent interpersonal skills