Reser's Fine Foods

  • Sr. Consumer Affairs Specialist

    Posted Date 3 months ago(5/31/2019 6:30 PM)
    Job ID
    2019-2493
    Location
    US-OR-Beaverton
  • Recipe for Success

     

    Reser's Fine Foods is one of the nation's premiere manufacturers of high-quality refrigerated foods including deli salads, side dishes, chip dips, tortillas and Mexican snacks for families across the United States and Canada. Reser's manufactures thousands of products! Some of our brands include Reser's, Mrs. Kinsers, Don Pancho, Baja Café, and Stonemill Kitchens. You will see our mouth-watering products in supermarkets, restaurants and local outlets across the nation!

    Overview

    Under limited supervision, intakes and resolves complaints from consumers and customer accounts in a timely and effective manner. Manages escalated consumer complaints and insurance claims. Analyzes complaint data and communicates trends to internal stakeholders. Provides additional support for department as needed.

    Responsibilities

    1. Receives and responds to complaints from consumers, customer accounts, brokers, sales team and other sources.
    2. Researches and obtains additional information necessary to process and resolve complaint investigations.
    3. Initiates complaint investigations with manufacturing plants and tracks progress to ensure timely resolution.  
    4. Manages escalated consumer complaints in a calm and professional manner.
    5. Manages claims from 3rd party insurance carriers, authorizes insurance settlements for minor claims within established limits and compiles case information for internal review.
    6. Prepares monthly reports for executive management and plant management teams.
    7. Accurately maintains complaint data in company database and creates thorough electronic records of all correspondence.
    8. Coordinates sample retrieval through 3rd party agencies.
    9. Maintains strict confidentiality of sensitive customer and consumer information at all times.
    10. Corresponds with customers, consumers and 3rd parties in an effective and diplomatic manner and employs a positive, professional manner to resolve conflicts.
    11. Other duties as assigned.

    Qualifications

    1. High School Diploma or equivalent is required.
    2. Bachelor’s degree is preferred.
    3. Minimum 2 years experience working in consumer products, Quality Assurance, Customer Service or insurance claims.
    4. Experience in food manufacturing and/or consumer complaint handling is preferred. Experience responding to demanding and/or sensitive consumer calls is a plus.
    5. Availability to work extended hours and occasional evenings or weekends during emergency situations.
    6. Must possess strong follow through and sense of urgency.
    7. Must be able to work independently and make decisions relating to procedures, priorities and scheduling with minimum supervision.
    8. Advanced computer, typing and database management skills are required. Experience creating reports, pivot tables and graphs in Excel preferred. Experience with Access is a plus. 

    Working Conditions

    1. Office environment.
    2. Ability to sit for majority of shift.
    3. Occasionally lift packages up to 30 pounds.
    4. Heavy phone usage, continuous computer usage.

     

    Great Benefits

    We offer a competitive compensation and benefits package designed to help employees live a healthier life, build rewarding careers and save for the future. Reser's offers choices whenever possible, because we recognize the diverse and ever changing needs of our employees. Benefits include medical, dental, vision, AD&D, life, 401(k) with match, wellness programs, paid holidays and vacation time to name few!

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