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Consumer Affairs Representative

Date: Feb 7, 2019

Location: Downers Grove, IL, US, 60515

Company: Glanbia

General Summary: First social engagement for consumers, critical component of D2C sales, Trend and resolution management for GPN.

 

Job Functions:

  • Answers consumer questions through phone calls and email regarding product characteristics, ingredients, function etc.
  • In-depth knowledge of each product in our GPN line-up. Specific inquiries may necessitate working collaboratively with internal departments to ensure best practice.
  • Documents all consumer complaints (Regular and Serious/Adverse Events), initiating information for Quality Control to investigate in a timely manner, and maintaining consumer relationship until closed.
  • Continues education regarding current products, new items, line extensions, formulation changes etc.
  • Researches chargebacks and prevents order fraud.
  • Additional duties may include but are not limited to consumer trend analysis, coordinating competitive intelligence, reporting, and special sales projects.
  • Key part of our Fraud investigation team
  • Involved with Direct to Consumer Sales (back office, investigation, trends)

 

Knowledge, Skills and Abilities: 

  • Detail oriented and exceptionally thorough
  • Must have exceptional communication and listening skills
  • Must be familiar with Microsoft programs
  • General understanding of SAP and Business Objects is a plus

 

Decision Making/ Problem Solving:

  • Creating, presenting, and elevating business issue discovered through consumer and retailer feedback
  • Creating SOP’s and new work flows for the integration of global commercial issues
  • Primary decision maker for Fraud criteria regarding D2C sales

     

Education/Experience:

  • Bachelor’s degree
  • One to three years of relevant work experience
  • Experience in the sports supplement industry or CPG industry a plus
  • Strong written and verbal communication (bilingual is a plus)


Nearest Major Market: Chicago