Consumer Affairs Representative

Shearer's Snacks is the largest producer of private label salty snacks, crackers and cookies in North America and the largest producer of kettle cooked potato chips in the world. Based in Massillon, Ohio, Shearer's operates eleven state-of-the-art manufacturing facilities in Ohio, Iowa, Arizona, Pennsylvania, Minnesota, Texas, Oregon, Arkansas, Virginia and Canada and received the snack food industry's highest sustainability award for environmental responsibility.

The Consumer Affairs Representative provides exemplary customer service to consumers and customers who have complaints, inquiries, and questions. In responding to consumers and customers, the consumer affairs representative provides accurate and timely answers and solutions to the complaints, inquiries, and questions.

* Respond to customer and consumer calls, emails, or letters concerning complaints, questions, and requests regarding products * Record information in consumer affairs software program * Generate and send mail correspondence to consumers * Initiate and coordinate complaint investigations with the manufacturing facility * Analyze returned investigations for any necessary amendments * General Liability claims management * Participation on special projects as requested

* Respond to complaints in a calm, controlled manner * Excellent interpersonal communication skills, including effective listening and exhibiting patience during tense situations * Excellent communication and presentation skills both orally and written. * Understanding of products, production process, and quality specifications * Handle multiple projects simultaneously and meet deadlines. * Ability to work directly with customers, suppliers and plant personnel * Strong PC proficiency to include Microsoft Office Word and Excel