Customer Complaint Coordinator

3 weeks ago

Denver, United States Claremont Foods LLC Full time
Description

Description

  • Description

    JOB TITLE: Customer Complaints Coordinator

    SCHEDULE: Monday - Friday 8-12 Hour shifts (Shift may vary)

    LOCATION: WESTMINSTER, CO

    INDUSTRY: FOOD MANUFACTURING

    FLSA STATUS: Hourly -NON-EXEMPT

    REPORTS TO: QA Supervisor

    Position Summary: We are seeking a highly organized and customer-focused individual to join our team as a Customer Complaints Specialist in the food manufacturing industry. The primary responsibility of this role is to effectively manage and resolve customer complaints, ensuring timely and satisfactory resolution while maintaining a positive customer experience. The Customer Complaints Specialist will also play a crucial role in preventing complaints by collaborating with production, warehouse, innovation, and maintenance teams. Additionally, this role will involve providing training and support to operators to prevent future complaints.

    Essential Duties and Responsibilities

    - Receive and document customer complaints in a complaint management system, ensuring accurate and detailed information is recorded.

    - Investigate customer complaints by gathering relevant information from various sources, such as production records, quality control reports, and customer communication.

    - Resolve customer issues by providing prompt and effective solutions, aiming to meet or exceed customer expectations and company quality standards.

    - Communicate with customers in a courteous and empathetic manner, keeping them informed about the progress of their complaint and the expected resolution timeframe.

    - Collaborate with cross-functional teams, including production, warehouse, innovation, and maintenance, to address and resolve customer complaints in a timely manner.

    - Make customer complaints visible throughout the facility, ensuring awareness among relevant teams and departments.

    - Analyze customer complaints to identify trends, patterns, and areas for improvement, providing insights and recommendations to management.

    - Document complaint resolution outcomes, actions taken, and customer feedback to facilitate continuous improvement and prevent future issues.

    - Collaborate with the production, warehouse, innovation, and maintenance teams to implement preventive measures and processes to minimize customer complaints.

    - Provide classroom and hands-on training to operators on complaint prevention strategies, quality control procedures, and customer service best practices.

    - Stay updated with industry regulations, food safety standards, and customer service best practices to enhance complaint resolution skills and maintain a high level of customer support.

    Preferred Qualifications

    - Previous experience in a customer service or complaint handling role, preferably in the food manufacturing industry.

    - Strong communication skills, both verbal and written, with the ability to effectively interact with customers and internal teams.

    - Excellent problem-solving and decision-making abilities, with a focus on finding practical and effective solutions.

    - Attention to detail and the ability to accurately document and analyze customer complaints.

    - Knowledge of food safety regulations and quality control processes in the food manufacturing industry.

    - Ability to work under pressure and manage multiple tasks simultaneously, while maintaining a high level of professionalism and customer service.

    - Strong computer skills, including proficiency in complaint management systems and Microsoft Office Suite.

    - A customer-centric mindset with a genuine desire to resolve customer issues and ensure customer satisfaction.

    - Collaborative mindset and ability to work closely with production, warehouse, innovation, and maintenance teams.

    - Experience in providing training and support to operators on complaint prevention strategies is preferred.

    Note: This job description is a general outline of the key responsibilities and qualifications required for the role of a Customer Complaints Coordinator in the food manufacturing industry. Specific job requirements may vary depending on the organization and its unique needs.

    "Responsible for knowledge and adherence to Safe Quality Food (SQF) for Food Manufacturing standards, FDA compliance, FSMA compliance, GFCO certification, Organic certification, GMP Program, Allergen Program, and other food safety programs; as trained upon initial hire and annually.

    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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