• Reception & Consumer Relations Representative

    Location US-IL-Elgin
    Job ID
    2018-4254
    Shift
    First
    Category
    Administrative/Clerical
  • Overview

    Provide reception support and consumer relation coverage until 7:30pm CDT. The receptionist answers all incoming calls and greets and signs in all visitors.  The consumer relations representative facilitates and initiates the processing of consumer complaints or compliments, and addresses questions related to inquiries regarding JBSS products.  Creates consumer value and a "win-Win' situation by solving opportunities, reporting Quality situations, and reimburse consumers that contact JBSS via telephone, e-mail, postal mail, and marketing agencies. Part-time position with about 30 hours per week.

    Duties and Responsibilities

    • Handles all incoming consumer inquiries via e-mail, telephone calls, mail from JBSS Website, Marketing Agency, and 800 Consumer relations phone number daily.
    • Provides reception desk coverage from 1pm to 3 and back up support as needed in afternoons.  Greets all visitors and administers sign-in, badges and related security needs.  Answers and transfers all incoming calls received via reception console.
    • Processes Private Label Customer complaints involving consumers that have an unsatisfactory experience with JBSS.
    • Logs and tracks all consumer and customer complaints in the Quality Assurance (QA) Database and Excel spreadsheets same date as receipt and ensures 100% accuracy in data entry.  Ensure all inquiries are resolved within 7 business days for coupons and 2 weeks for replacement product and refund check.
    • Works with various departments to ensure timely and accurate processing and reporting of consumer complaints.
    • Responsible for immediately reporting all food safety and quality issues to manager and quality team.
    • Perform other duties as required.
      • Responsible for manufacturing, distributing and consistently maintaining safe and quality food by following good manufacturing practices, allergen controls, food defense, HACCP, SQF, and regulatory requirements.
      • Aware and accountable for maintaining and documenting preventative controls necessary to ensure food safety and quality.
      • Responsible for immediately reporting all food safety and quality issues to management.
      • Responsible for partnering with others, sharing knowledge, skills and information within assigned team and across functional areas.
      • Responsible for enhancing technical and functional competencies, as well as professional and leadership development.

     

    Qualifications

    Qualifications:

     

    Education, Experience, & Knowledge:

    • Three plus years experience in a customer relations or customer service related role, food manufacturing experience preferred.
    • Associates degree in business related field preferred.

     

    Skills & Competencies:

    • Strong verbal and written communication skills.
    • Telephone and good listening skills.
    • Diplomatic, tactful, and professional demeanor.
    • Strong attention to detail, accuracy, and organizational skills.
    • Ability to manage time effectively, adapt quickly, multi-task.
    • Team player and able to build strong relationships with external and internal groups.
    • Able to work independently with minimum supervision.
    • Advance technical skills in Microsoft Office Applications and proficient with Mainframe Systems.