Customer Care Specialist

at  FGF Brands

Job Description:

SUMMARY

The QA - Customer Care Specialist reports to the QA - Customer Care Program Lead. The Customer Care Specialist, serves as the subject matter expert for customer complaints, inquiries, surveys, questionnaires and product specifications updates/creation. This position will ensure that we always provide our customers with world class support and an exceptional customer experience.

REQUIRED EXPERIENCE:

• Post-secondary education in Food Science or Quality Assurance
• Minimum 4 years of Customer Care experience on a fast paced high performance team
• Excellent communication skills (both written and verbal)
• Excellent computer skills (Excel, Word, Outlook)
• Working knowledge of ERP and MRP system
• Bilingual French preferred but not a required
• Presentation skills
• Attention to details

• Provide Customer Care service support with guidance in handling difficult and complex issues so they can be resolved effectively and efficiently.
• Manage the end to end process from customer/consumer complaints to close out and process corrective action implementation
• Assist and coordinate customer presentations including KPIs and trend reports as well as overall company initiatives
• Submit Finished Good applications for Kosher, Halal, Organic & non-GMO certifications
• Provide ongoing access to customer portals, uploading new and changes to product SKU’s.
• Set priorities, plan workload, meet deadlines and achieve the objectives of the department
• Manage all customer Manufacturing Process sheets for all new and updated changes on product sku’s by customer
• Complete customer surveys and questionnaires on time providing feedback to customer
• Follow up with each facility to ensure that corrective actions have been implemented and responses have been issued and communicated to customers
• Issue and follow up on supplier nonconformance
• analyze and measure KPI’s to determine and improve the effectiveness of all customer and vendor activities
• Ensure customer protocols such as SBUX sensory are fully implemented and communicated to customers on a timely basis.
• Perform other duties assigned by the Customer Care Program Lead as well as Customer Care Director and act as their back up.