Bilingual Spanish Representative, Consumer Relations at The J.M. Smucker Company in Orrville, Ohio

Job Description:

TITLE

Bilingual Spanish Representative, Consumer Relations

LOCATION

Working Remote USA

This role is eligible for remote work in the following states: Arizona, Arkansas, California, Colorado, Connecticut, Florida, Hawaii, Kansas, Kentucky, Louisiana, Maine, Massachusetts, Michigan, Minnesota, Missouri, Montana, Nevada, New Mexico, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Washington, Wisconsin, Wyoming.

REPORTS TO

Team Leader

KEY RESPONSIBILITIES

• Point of contact for inquiries and complaints from non-English speaking consumers through various communications methods: phone calls, emails and letters




• Translate material for cross-functional teams




• Responsible for receiving inquiries and complaints from consumers through various communication methods, determining the nature of the contact, and providing the proper timely response




• Assist consumers by utilizing effective decision-making skills on a case-by case basis




• Must successfully handle difficult or sensitive issues with consumers by exercising tact, patience and professionalism at all times




• Ability to meet quality and quantity department standards




• Advise management of consumer contacts that could potentially result in legal or media involvement




• Screen consumer contacts for potential product defects and report production related problems as required




• Research information needed to answer consumer contacts




• Demonstrate business writing skills when composing consumer responses




• Perform data input in a highly accurate and timely fashion for all consumer contacts




• Develop and maintain a comprehensive knowledge of company brands and products




• Authority to handle consumer claims and reimbursement eligibility up to $50

SELECTION CRITERIA

Education

• Bachelor's Degree preferred

Experience

• Prior consumer relations or customer service experience required

Other

• BilingualSpanish skills required




• Cooking knowledge preferred




• Excellent communication skills (oral and written) as well as active listening skills




• Strong problem-solving and decision-making skills and conflict resolution abilities




• The ability to balance consumers' needs and company requirements in a professional and courteous manner




• Must be able to type at least 40 words per minute with few errors




• Must be able to work within the hours of operation (M-F 8 am - 6 pm EST)

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