Consumer Affairs Representative

Consumer Affairs Representative

Glanbia 

Join this dynamic team focused on delivering better nutrition for every step of life’s journey 

The Opportunity 

Represents first consumer experience for business via traditional Consumer Affairs channels/answers inquiries via email, phones, and chat; complaint intake & resolution management; supports D2C inquires; supports monthly reporting and contributes to the product knowledge hub. This permanent position will report to the Consumers Affairs Team Lead.

• Effectively and accurately engages with consumers through phone calls, chat and email regarding product characteristics, ingredients, function etc., and facilitates resolution.
• Supports D2C (Direct to Consumer) Sales - consumer inquiries, back office, investigation, trends, reports, troubleshooting.
• Provides exceptional service to all internal and external customers.
• Adheres and contributes to defining processes that produce best-in-class consumer engagement experiences, focusing on constant improvement and a value-based approach.
• Ability to explore creative ways to successfully drive consumer engagement that will lead team to improved customer satisfaction.
• Navigates Q&A for all brands while being an expert in one of the following, assigned categories of GPN brands: Lifestyle, Weight Management or Sports Nutrition.
• Documents all consumer complaints (Regular and Serious/Adverse Events), initiates the complaint intake process to escalate to manufacturing and quality, and maintains the consumer relationship until complaint closure.
• Stays current on existing, next-generation and innovation products through module attendance and application.
• Utilizes SAP for order processing, management and investigating.
• Contributes to delivering department KPIs (Key Performance Indicators).
• Additional duties may include, but are not limited to, Ad-Hoc consumer trend/complaint analysis, coordinating competitive intelligence, reporting, and cross-functional projects.
• Plays an integral role in issues/crisis management team and traceability scenarios.
• Builds relationships with internal stakeholders to ensure business continuity.

• Manages sensitive information with the highest degree of integrity and confidentiality.
• Presents and elevates business issues discovered through consumer and retailer feedback.
• Creates SOP’s and new workflows for the integration of global commercial issues.
• Acts as primary decision maker for Fraud criteria regarding D2C sales.

The Skills you will bring to the team 

• Bachelor's degree in a related field
• 1-3 years of relevant work experience (health & wellness industry or CPG industry experience is a plus)

• Detail oriented and exceptionally thorough
• Must have exceptional communication and listening skills
• Must be proficient with Microsoft programs, especially Outlook
• General understanding of SAP and Business Objects is a plus
• Experience with consumer inquiry solutions/ticketing systems
• Solution mindset: identify issues as they arise and mitigating actions
• Expresses team mentality and readiness to jump in to help where skill set is needed
• Must be able to handle stressful situations and have high-level problem-solving skills

If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply! 

Where and how you will work 

The opportunity will be based in Downers Grove, IL with hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance. 

Compensation

Compensation for roles at Glanbia varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience.  Glanbia provides a reasonable range of compensation for roles that may be hired in IL. This range may not be applicable to other locations. Factors that could be used to determine your actual salary may include your specific skills, years of experience and comparison to current employees already in this role. The typical candidate is hired below midpoint of the range.  The annual hourly rate for IL-based employees for this role is $22- $25 an hour.

What we would like to offer you! 

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K. 

About Glanbia 

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide. 

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 

At Glanbia, our culture celebrates individuality, knowing that together we are more.