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Customer Care Coordinator

2 months ago

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


At Ole, we are dedicated to crafting the finest Authentic Mexican inspired products, maintaining an unwavering focus on quality and freshness.

We consider it a true honor to be part of your dining experience, and we aim to assist families in creating wholesome, enjoyable, and genuine culinary moments.


Position Overview:


The Consumer Care Coordinator plays a crucial role in managing all inquiries and concerns from consumers and customers through the Consumer Care Corporate Quality System.


Key Responsibilities:

  • Act as the primary liaison with consumers to ensure their feedback regarding Ole Mexican Foods products is effectively addressed.
  • Serve as the main point of contact for the company's sales representatives/customers concerning quality-related matters.
  • Follow up with QA Managers and Plant Managers at Ole's facilities to ensure consumer issues are resolved and tracked.
  • Oversee the administration of the quality issues website.
    • Update product listings and other quality assurance catalogs.
    • Collaborate with IT on enhancements to the Quality Web.

    • Generate quality consumer complaint reports.
    • Compile Ole Mexican Foods Weekly and Monthly Reports.
    • Manage reports for Retail and Food Service.

    • Ensure closure on any complaints related to plants.
    • Coordinate and conduct training for new users of the Consumer Care system (Quality Managers, Sales Personnel, etc.).
    • Develop and distribute a monthly QA Food Safety newsletter internally.
    • Send complaint samples to external laboratories for analysis and/or identification as necessary.
    • Follow up with consumers regarding all coupons/products sent via FedEx/UPS to their addresses.
    • Encourage consumers/customers/sales to return products with reported foreign materials for detailed investigation.
    • Assist the QA corporate Coordinator with BRC activities and Quality Projects.
    • Collaborate with QA managers for the setup of new customer systems.
    • Support Customer Requirements and Customer Specifications Management System.
    • Assist in managing the Raw Materials and Finished Product Specifications Central Database.
    • Help maintain the Document Control Module System.
    • Assist in collecting data and entering information into all customer portal web bases.
    • Support the bi-annual FDA registration for all Ole's facilities.
    • Assist with additional tasks as required by the QA corporate Coordinator and/or the Director of QA.
    • Collaborate on special studies in partnership with the Quality Assurance Department.

Expected Competencies:

  • Exceptional communication skills (both verbal and written).
  • Strong interpersonal skills.
  • Patience and active listening abilities.
  • Team-oriented mindset.
  • Enthusiastic approach to work.
  • Proactive attitude.

Qualifications and Experience:

  • Experience in customer service or a related field.
  • Bachelor's degree preferred.
  • Proficient in computer/software systems (Excel, Word, PowerPoint, etc.).
  • Bilingual (English and Spanish) is preferred.
  • Proficiency in spoken English is mandatory.
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