Overview:
Martin Brower is a global supply chain leader that provides smart, sustainable solutions for customers across 18 countries.
We are dedicated to creating an outstanding work environment for our team of 12,500+ employees, who combine our expertise with the latest technologies to deliver unmatched value for our customers.
Responsibilities:
Pay Transparency Statement:
The compensation philosophy reflects the Company’s reasonable expectation at the time of posting.
We consider a number of factors when making individual compensation decisions including, but not limited to, skill sets, experience and training, and other business needs.
This role may also be eligible to participate in a discretionary incentive program, subject to the rule governing the program.
Position Summary:
The Consumer Affairs Specialist resolves all escalated and highly escalated consumer quality incidents for Reyes Coca-Cola Bottling.
This position works closely with the following groups: Incident Management, Risk Management, Legal and Quality Assurance in order to reach the most appropriate resolution that is in the best interest of the consumer and the company.
The Consumer Affairs Specialist follows up in a timely manner according to established service level agreements.
Position Responsibilities may include, but not limited to:
Research and resolve incidents for consumers, business partners and fellow employees in order to expedite resolution of complaints using a variety of information systems, i.
e.
, SAP BW and SAP IC
Contact consumers in order to provide follow-up and acquire necessary details
Receive, record, report and respond to consumer incidents using database tools and documented best practices in order to provide improved service performance
Maintain interaction with North America Operating Unit (NAOU) Consumer Information Center ensuring resolution and documentation of all complaints
Engage Reyes Holdings Risk Management team and Sedgwick as needed
Create and maintain partnerships with Quality and Technical teams as well as key customers by establishing common goals to improve or expedite consumer resolution
Recognize opportunities to reduce escalation to the media or executives by leveraging advanced consumer engagement practices
Process samples going to the NAOU Atlanta laboratory or local Quality Assurance Manager
Provide lab results to local Quality Assurance Managers
Make outbound calls to contacts in phone queue
Return voicemails promptly
Enter insurance claims into database system
Maintain a sample storage closet aligned to incidents
Other projects or duties as assigned
Qualifications:
Required Skills and Experience:
High School Diploma/GED with 1 to 2 plus years of experience in a customer service environment
Strong computer skills (i.
e.
, Microsoft Office applications, programming languages)
Excellent telecommunication skills with ability to engage consumer on the phone while documenting conversation or accessing additional resources
Strong written and verbal communications skills across all levels of an organization
Experience managing multiple tasks
Strong negotiation skills
Strong time management skills
Strong organizational skills
Analytical mindset
Excellent deductive reasoning skills
This position must pass a post-offer background and drug test
Preferred Skills and Experience:
Bachelor’s degree
Food or Beverage manufacturing/sales experience
Physical Demands and Work Environment:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions.
Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.