Consumer quality

KEY RESPONSIBILITIES

• Initial contact with dissatisfied customers to understand concerns, with the aim to resolve the complaint on first contact.
• Where conclusions cannot be reached over the phone on first contact, you will be required to conduct a full and thorough complaint investigation.
• Handling each customer complaint through understanding the complaints.
• Liaising with key stakeholders, including sales, logistics, production and quality teams, making recommendations for fair, impartial decisions to refute or uphold the customer complaint, in line with enact policies.
• Identify root causes of customer complaints with help of respective quality teams.
• Ensure complaints are addressed promptly and proactively in accordance with enacts procedures whilst maintaining a customer focused approach.
• The ability to write an excellent standard of letter, acknowledging the customer concerns raised, explaining the investigation and findings, ensuring the letter responds to all issues raised.
• Work closely with the Customer Relations Manager
• Completing quality assurance reviews for complaint handlers, providing feedback and actions for improvement.
• To be a champion of delivering an exceptional customer experience, providing feedback to the reporting manager where changes are needed to make positive improvements for our customers.
• Visiting and auditing distributors for ensuring adequate product quality. To educate and train the distributors for good storage practices and mandate regulatory compliance, also empty jar handling and transport.
• To understand misuse of jars in distribution channel (Distributors and retailers)
• In order to ensure brand integrity, strict vigilance in the market for duplication and non standard practices. Escalation with detailed investigation report.

COMPETENCY AND SKILLS:

• Minimum graduation in science/Food technology.
• Minimum 2-4 years of experience in beverage industry
• Good communication and influencing skills
• Good analytical and training skills
• Local language adequacy is desirable.
• Ready for extensive traveling
• Good hand on report drafting and PPT preparation.