Location: 49017, Battle Creek, Michigan, United States
Duration: 12 Months
Job Description:
Primary Function: Sorts and reallocate customer and consumer tasks/email queues/inboxes.
Manages lab analysis, sample retrieval, documentation, and retrieval on serious quality issues and/or product liability claims. Reviews consumer contact data, identifies and correct errors to ensure data quality.
Principal Duties & Responsibilities:
Contact Management:
Daily retrieval, review, filtering, and processing of incoming mail.
Oversees tasks/email queues/inboxes daily and determines best way to resolve escalated contacts to meet department goals.
Facilitates resolution for urgent or irate consumers, including issues escalated by contact center such as injuries, illnesses, foreign material, infestation, allergic reactions, and difficult nutrition questions or complaints.
Reviews & corrects critical data elements for consumer contacts, ensuring accuracy and data integrity.
Other duties as assigned, May include but not limited to:
Running reports to monitor current issues and determine adjustment to responses
Knowledge base article updates
Claim documentation disposal per retention policy
Assist managers with mailings and care package requests
Support for recalls
Work Environment: Work conditions include:
The incumbent must have knowledge of consumer service and consumer communication best practices. Must possess strong oral and written communication skills, and diplomacy that will promote good relations with internal and external audiences to promote and protect company reputation.
This individual must be able to function effectively as a team member and be self-driven. Detailed and accurate documentation of all information and materials received from consumer is required.
Uses computer about 75% of work time.
Uses telephone and headset as needed.
Skills Required: Must demonstrate effective use of following: