Job Purpose:
As the first point of contact for the majority of our Consumer and customer inquiries, the Customer Care Coordinator will be empowered to provide a positive experience to those reaching out with concerns, compliments and other inquires. While communicating and partnering effectively with teams across the organization, you will work to ensure each customer receives a timely, appropriate response.
Essential Duties and Responsibilities:
• Manage responses to consumers by communicating effectively to alleviate concerns as well as provide timely responses to their questions through email, phone calls, and chat
• Coordinate efforts with QA and Food Safety, Marketing and/or Sale teams as needed to ensure that issues are resolved internally and externally
• Build and manage consumer database to track all consumer contact and responses
• Utilize ERP System, to track inquires to identify trends
• Prepare, provide and report on Customer Service Analytics that measure satisfaction, suggestions and concerns on a monthly basis. Deliver monthly recap of consumer inquiries/trends and prepare for Company Leadership
The primary responsibilities of the Customer Care Coordinator within Foodservice are to:
• Ensure all Foodservice quality concerns are documented and relayed to the quality assurance department.
• Relay all Foodservice inquiries to the appropriate Foodservice Sales Director
Alignment with Core Values of the Company
• Respect & Value Our People
• Stay in Front of Change While Reducing Costs
• Delight our Customers
• Food Quality & Safety
Qualifications/Required Skills of the Position:
Education and/or Experience: High School Diploma, or equivalent customer service experience
Language Skills: Exhibits effective reading, written and verbal communication skills, excellent telephone skills, and thorough knowledge of grammar, spelling and punctuation
Computer Skills: Must be proficient with Excel including pivot tables, sorting spreadsheets tables, formulas, charts, and graphs; PowerPoint presentations including graphs and charts
Work Environment: The position is a remote position with access to the corporate office and other Idahoan location, as needed for training.
Reasoning Ability: Demonstrates the self-confidence and maturity to make decisions and solve problems with minimal direction. Organized and able to manage and prioritize multiple projects simultaneously.
Interpersonal Skills: Team player, flexible and accepts changing assignments and accountabilities.
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