Consumer Services and Quality Specialist

Position Overview

The Consumer Services & Quality Specialist supports the operational effectiveness of Consumer Services and Quality by coordinating consumer complaint management, business-to-business customer documentation requests, claims administration, CRM system maintenance, reporting, and cross-functional follow-up. The position serves as a central point of coordination among Consumer Services, Food Safety & Quality, Sales, Regulatory, Manufacturing, Marketing, Insurance, Supply Chain, R&D, and global teams to ensure consumer concerns and customer information requests are managed accurately, consistently, and on time.

The ideal candidate is highly organized, analytical, customer-focused, and comfortable working across multiple systems and cross-functional teams.

Responsibilities

Global Consumer Complaint Management & Operations

• Coordinate and oversee consumer complaint investigations across global regions, including foreign material (FM) and product retrieval cases, ensuring proper documentation, chain of custody procedures, and case management within the Consumer Relations Management (CRM) system.
• Monitor consumer investigations to ensure timely review, assignment, escalation, and resolution by the appropriate Food Safety & Quality (FSQ) teams while driving prompt consumer follow-up and communication to our BPO (Business Outsourcing Partner).
• Manage the intake and initial processing of consumer claims in partnership with the company's insurance provider, coordinating supporting documentation, and facilitating internal approval processes.
• Conduct routine audits of consumer cases and frontline representative interactions across brands and regions to ensure accurate coding, classification, documentation, and compliance.
• Partner with cross-functional stakeholders to track complaint resolution timeliness, investigation completion, and adherence to global consumer service processes.

Global CRM Administration & Systems Support

• Serve as a key administrator for the Consumer Relationship Management (CRM) platform by maintaining products, manufacturing locations, workflows, subject types, and other critical system data.
• Coordinate system enhancements, troubleshoot issues, and support global users to ensure data accuracy and operational efficiency.
• Assist Consumer Service Manager with user training, data governance, and adoption of CRM processes across the organization.

Global Cross-Functional Support

• Monitor products entering and exiting branded websites and consumer-facing channels to ensure product information remains accurate and current.
• Assist Manager with Marketing, Brand, E-Commerce, Manufacturing, and Quality teams to support product launches, discontinuations, and business initiatives.
• Serve as backup to the Consumer Services & Analytics Lead and support special projects, process improvements, and continuous improvement initiatives.
• Assist in monitoring Knowledge Base for global call center teams.

Customer Quality

• Serve as the primary point of contact for customer letters, questionnaires, surveys, certifications, and information requests, ensuring timely review, prioritization, and response.
• Partner with Sales, Food Safety Quality, Regulatory, Operations, Procurement, R&D, Supply Chain, and other stakeholders to collect accurate information and ensure all customer requirements are completed on time.
• Maintain a tracking system for customer requests, monitor deadlines, follow up with responsible teams, and proactively escalate risks that could impact response timelines.
• Review responses for completeness, consistency, and compliance with company standards, customer requirements, regulatory expectations, and approved company positions before submission.
• Compile and submit finalized responses to customers, address follow-up questions, and support ongoing customer relationships by ensuring clear, professional, and timely communication.

Education

• Bachelor’s Degree in Communications, Marketing, Business, Consumer Affairs or related field preferred
• Associate’s Degree required

Experience

• Minimum of three (3) years of experience in a food-related role or other similar role required
• Experience managing multiple priorities, projects, and cross-functional partnerships
• Experience within a Consumer-Packaged Goods (CPG), food manufacturing, retail, or consumer products organization
• Experience with CRM platforms such has Emplifi, Salesforce, Zendesk, or similar systems preferred
• Experience with Quality Management Software platforms such as Tracegains preferred
• Experience supporting complaint investigations and/or claims management preferred
• Experience working with reporting tools such as Power BI preferred

Skills

• Ability to manage multiple requests, investigations, surveys, and deadlines simultaneously while maintaining attention to detail.
• Strong planning, prioritization, tracking, and escalation skills to ensure commitments are completed on time
• Ability to evaluate information for accuracy, completeness, consistency, and compliance with company and regulatory requirements.

• Work independently and as part of the team
• Build key relationships across multiple functions throughout the organization
• Advanced Microsoft Excel and Microsoft Office proficiency

• Strong analytical, organizational, and problem-solving skills.

Other Requirements

• Hours: 1st Shift: 8:00am-4:30pm with flexibility
• Travel: Less than 10% of your time
• Must be at least 18 years old

Benefits and Compensation

Members have potential for a monthly bonus and 401k with a company match. Members also have access to terrific benefits including affordable medical, dental and vision coverage; flexible spending accounts; disability and life insurance; and fertility and adoption assistance. Johnsonville also offers competitive paid time off, including paid parental time off, as well as access to the 24/7 onsite fitness center, and onsite medical clinic! Exact compensation may vary based on skills, experience, and location.

Applicants must be eligible to work in the country where this job is located, without requiring sponsorship now or in the future.