Consumer Care Analyst
Location: Hackettstown, NJ
Duration: 6 months with possible contract to hire
Oversee critical Consumer Care processes including management of contacts, nutrition information updates, labeling changes, input of Brand and Quality information for Knowledge Management System, new product launches, promotional campaign info, seasonal info (distribution & availability), etc.
Responsible for delivery of key annual performance metrics including service delivery (70% of Call Center contacts answered within 30 seconds) and exceptional customer satisfaction (survey score above 4.6). Partner closely with Consumer Care Call Center to ensure team has the training, tools and insights needed to meet all metrics each Period.
Manage relationships within broader Corporate Affairs team as well as key Brand and Quality associates, providing quarterly and ad hoc analytical and operational support by analyzing and reporting on consumer data, qualitative insights and trends to support the decision-making process and future innovation planning.
Analyze, interpret and report on consumer data quickly and proficiently on a daily basis, effectively escalating and communicating sensitive quality issues and identifying trends to ensure any product quality or safety issues are found and shared immediately to avoid consumer issues, brand reputation impact.
Exhibits exceptional excel technical skills working with key software tools/systems including BW, SAP, Nexus, Salesforce and HTML.
Actively develops and implements new value-added processes, ideas and systems with focus on integration of new social media tools and eCommerce support.
Note: May differ from the current job holder's own skills and experience.
Education & Professional Qualification:
Minimum 3-5-year business experience
Bachelor's Degree or equivalent
Desired 2+ years business experience in Consumer Care
Passion for and ability to translate data into insights and trends to help drive improved business results.
Strong analytical abilities with graphical presentation skills and writing qualitative trend reports.
Effective relationship building skills to drive efficiency and influence with internal and external stakeholders.
Demonstrated organizational and project management skills.
Demonstrated excellent interpersonal and verbal/written/presentation skills.
Ability to work in an environment that is continuously changing.
Ability to work flexible hours and travel as required.
Ability to work independently and manage multiple assignments.
Position operates with minimal daily supervision.
Confidence to work with all levels of associates across business units.
Motivating Others/Conflict Management
Customer Focus/ Priority Setting
Generates and Deploys Insight with Impact
Manages & Deploys Knowledge
Additional Job Details:
Lead orientation and feedback sessions as well as ongoing training programs to provide relevant business insights and direction for effective communication to our consumers.