Consumer Affairs Manager

TreeHouse

(Green Bay, Wisconsin)
Full Time Travel Required
Job Posting Details
About TreeHouse
TreeHouse Foods is a private label food and beverage leader focused on customer brands and custom products. When customers partner with TreeHouse they can expect access to an industry-leading portfolio, strategic vision, on-trend innovation and insights, world-class supply chain, operational excellence and flexibility, collaborative approaches and dedicated customer service.
Summary
The Consumer Affairs Manager serves as a resource to serve internal and external customers by creating reports that provide necessary data and by creating a departmental strategy to ensure the company is an industry leader in Consumer Affairs for Private Label Food & Beverages. This position is responsible to provide support and guidance to the Consumer Affairs Team as they work to resolve customer and consumer inquiries and concerns.
Responsibilities
* This role provides guidance to team members on how to handle specific customer or consumer concerns and holds regular trainings to ensure a thorough knowledge of company products and processes. The Consumer Affairs Manager is responsible for auditing contact files regularly to ensure all SOPs are followed and any training opportunities are identified and the appropriate follow up is completed. * Work with direct reports to set and meet yearly goals for both team and individual development. Performance reviews are completed twice annually to provide feedback as well as address specific performance issues. Facilitate the creation and maintenance of industry specific KPIs for the team to ensure consistent quality and timely responses are provided to customers and consumers. * This position manages 3rd party call center requirements to ensure they match departmental needs and company expectations. Regular calibration calls are held to ensure expectations are met and to provide feedback as needed. * A large portion of the duties are to ensure that data is collected and used to create actionable insights to upper management and other departments. This is completed by identifying and closing gaps internally and with customers to ensure all data is captured and analyzed. The data is necessary for the Consumer Affairs Manager to prepare and maintain regular, and impromptu, internal reports outlining the company performance in various outlets, ensuring category or product specific trends are outlined. This data is largely covered by preparing weekly and monthly complaint reports and other reports as assigned by the Director of Customer Quality. * Reports are also created as a way to successfully manage relationships with key customers. This position also interacts regularly with the Customer Facing team and provides support when needed on complaint review calls with customers. * Hosts weekly or bi-weekly team meetings to track progress of the Consumer Affairs Department. * Actively participates in weekly or bi-weekly Customer Face meetings and other meetings as assigned by the Director of Customer Quality. * The Consumer Affairs Manager creates and maintains an annual budget for department with regular creation of requests/approvals of payment for outside vendors such as 3rd party call center and USPS. * Regularly interface with insurance company on escalated cases to ensure proper documentation is provided and resolutions are met. * Integrate acquired companies as necessary by providing a structured transition outline and support. Ensure an accurate upload of historical data and set up all required reporting for acquired businesses. * Participate in Special Situations team as needed. Facilitate set up of 1 800 # for recalls and report on activity (provide numbers, reports, etc as needed).
Ideal Candidate
**Skills, Knowledge and Abilities (List all required):** * Ability to work with all levels of the organization. * Ability to change priorities quickly. * Excellent written and verbal communication skills. * Ability to stay calm under pressure. * Team oriented with proven leadership skills * Must have excellent computer skills to create reports in Excel, Power Point, CRM software * Bilingual in French preferred. **Education** * Associate Degree: Required * Bachelor’s Degree: Preferred **Minimum Experience Preferred (Number of years and type):** 3 years experience in Consumer Affairs or equivalent preferably in a Food CPG company along with 3 to 4 years of supervisory experience **Travel Requirements:** 15% includes travel to: call center, visiting direct reports in U.S. and Canada (passport required), conferences to learn new industry concepts, plants to review production processes, new acquisitions to work toward integration, and other travel as needed.

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