Consumer Care

3 weeks ago

Norcross, United States Ole Mexican Foods, INC Full time
Job DescriptionJob Description

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Summary:
The Consumer Care Coordinator is responsible for the effective handling of all the issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.
Role Responsibilities:
• Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.
• Primary contact with company’s sales representatives /customers regarding quality issues
• Responsible for following up with the QA Managers/Plant Managers from Ole’s facilitates to ensure Consumer issues are effectively addressed and follow up.
• Responsible for quality Issues Website administration
o Update products list and other QA catalogs.
o Being a champion to Follow up with IT on Quality Web improvements.
• Responsible to create the Quality consumer complaint reports
o Ole Mexican Foods Weekly and Monthly Reports
o Retail
o Food Service
• Responsible on following up and closing the loop on any compliant plants.
• Coordinate and perform training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.).
• Create, prepare QA food Safety newsletter Monthly and distribute internally.
• Send complaint samples to External laboratory for analysis and/or identification. If needed
• Follow up with consumers on all coupons/ product sent by FedEx/ UPS to their address locations.
• Managing to encourage consumer/customers/Sales to bring back product with foreign material reported by them for detail investigation.
• Assist QA corporate Coordinator on BRC activities and Quality Projects
• Partner with QA managers for any customer system new accounts setting.
• Assist on Customer Requirements and Customer Specifications Management System
• Assist on Raw Materials and Finished Product Specifications Central Database

• Assist and maintain Document Control Module System
• Assist on collecting data, data entry information into all customer’s portal web bases.
• Assist on the bi-annual FDA’s registration from all Ole’s facilitates.
• Assist in other tasks as required by the QA corporate Coordinator and/or the Director of QA.
• Support and collaborate with special studies in cooperation with the Quality Assurance Department.

Expected Competences:
• Excellent communicator (verbal and written)
• People skills
• Patience and good listener
• Team player
• Enthusiastic
• Taking initiative

Qualifications and Experience:
• Experience on customer service or related field
• Bachelor’s degree (desirable)
• Skilled Computer/software systems (Excel, Word, PowerPoint, Vision, etc.)
• Bilingual (English and Spanish) preference
• English spoken mandatory.

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