Consumer Affairs Spclst III - Military veterans preferred

2018-10-13
Conagra Brands (http://www.conagrabrands.com/careers)
Other

/yr

  full-time   employee


Omaha
Nebraska
United States

Conagra Brands has the most energized, highest-impact culture in food. Our people persistently challenge and disrupt marketplace/business conventions and we are respected for our great brands, great food, great margins and consistent results. Conagra Brands, be part of building something BIG.
Job Summary
This position is responsible for effective resolution of customer or consumer contacts via inbound contact methods (i.e. Phone, social media, email, letters, etc.). Individuals in this role will interface with consumers, customers, outside agencies, and internal departments to document product concerns and inquiries as well as collect information which aids in root cause identification and resolution. In addition, this role will work closely with internal teams to investigate potential issues and trends, and must be able to effectively handle conflict situations. Comprehensive knowledge of all platforms is essential as well as a strong working knowledge of good manufacturing practices and food safety programs.
Position Responsibilities
Respond to inquiries and complaints received from consumers/customers via various inbound contact methods as well as escalations, and negotiate mutually satisfactory resolutions while exercising good judgment and exemplary customer service skills.
Effectively manage conflict situations and respond to consumers/customers with empathy and professionalism, using probing questions to clarify the issue, share knowledge of food safety programs, and building trust through respect and transparency.
Advising and assisting Tier I and Tier II representatives with questions and concerns to enable them to resolve the consumer’s/customer’s issue during their initial contact whenever possible.
Educate consumers/customers on food safety and quality by promoting proper and optimum use of products. Promote other ConAgra Foods products when appropriate.
Conduct in-depth research involving ingredients, food safety, proper usage, nutritional information, and other topics for our products.
Handling intensely sensitive or delicate situations to preserve or improve the company reputation or image. (This involves the handling of recalls, alleged illnesses, media threats, USDA threats, FDA threats, CFIA threats, litigation threats, and more).
Coordinate and prioritize the sample retrieval process to evaluate consumer/customer concerns and provide feedback to the consumer/customer and internal partners.
Send and resolve claims processing partnering with Risk Management and third party claims agents.
Position Qualifications
High school degree or equivalent required. College degree or equivalent highly preferred
Minimum 2 years experience working in a CPG company in Quality Assurance, Research & Development or Customer Service environment preferred.
Strong working knowledge of food safety and quality programs
Ability to collaborate cross functionally as well as externally
Strong time management skills and attention to detail
Must possess effective and diplomatic written and oral communication skills
Advanced knowledge of computer operations required and ability to multitask between computer systems.
Familiarity with consumer communications software, customer database operations and corporate web sites preferred.
Familiarity with products and Organization is desirable.
Strong analytical/ problem solving aptitude and ability to identify trends and call attention to deviations
Must be able to provide a safe and professional dedicated work environment, free from background noise and distraction.
Must live within a 50 mile radius of Omaha, NE.
Must currently have or be able to obtain reliable high speed internet access and phone service.
Ability to travel up to 10% of the time.
Physical Requirements (optional)
Ability to sit for duration of shift
Ability to lift up to 25 lbs.
Conagra Brands is an equal opportunity employer and considers qualified applicants for employment without regard to sex, race, color, religion, ethnic or national origin, gender, sexual orientation, gender identity or expression, age, pregnancy, leave status, disability, veteran status, genetic information and/or any other characteristic or status protected by national, federal, state or local law.