Consumer Relations Analyst II

Bringing Home the Dough

The Consumer Relations Analyst II is responsible for the appropriate handling of all consumer contacts including the initiation, investigation, documentation, and closure of consumer issues though all levels of the response chain—from corporate to plant level. Duties include: responsible for front-line communication with consumer via phone calls, letters, and emails, providing leadership direction on consumer issues and possible product liability, and overseeing the consumer 1-800 number.  Responsible for maintaining the Emplifi Consumer Database, including entry of consumer issues, generation of reports, and recommendation of updates and improvements. The Consumer Relations Analyst II serves as the primary liaison between consumer, sales, manufacturing, quality control, customer service, and risk management departments at corporate and plant management, concern coordinators, and quality control personnel on consumer issues.This position requires constant interaction with the work group and other departments throughout the company.

Rising to the Challenge: Position Responsibilities

Responsibilities include, but are not limited to:
• Ensures that Consumer Relations guidelines and policies are implemented and followed.
• Manages daily operation of Emplifi Consumer Database. Assists in developing and implementing database recovery plans and procedures as well as updates and improvements. Collaborates with internal and external resources to assure integrity of database.
• Ensures that standard, company-approved responses are used and that all consumer relations contacts with consumers are friendly and effectively communicate Flowers Foods’ position.
• Ensures that consumer inquiries are responded to in a timely manner.
• Assists the plant concern coordinators with the proper treatment of concerns and with the entering and closing of concerns as appropriate.
• Acts as a goodwill ambassador for Flowers Foods and its subsidiaries when dealing with consumer.
• Stays current on consumer issues and trends and on the best practices in consumer responses to ensure that Flowers’ consumer relations department and its consumer database are operating in the best and most efficient way.
• Develops and produces key tracking reports by plant, product, and type of complaint.
• Tests and evaluates new releases and upgrades of the consumer database and recommends enhancements.
• Monitors consumer responses to new products and changes in existing products and establishes appropriate responses, through coordination with the communications department.
• Communicates consumer responses through appropriate, established channels.
• Verifies and processes consumer claims for reimbursement of product when appropriate.
• Works with outside insurance company and risk management on product liability issues.
• Communicates effectively with customer service, sales, marketing, sales, concern coordinators, quality control, risk management, insurance administrator, and senior management.
• Works with other members of management to identify needs and train internal and/or temporary personnel on system capabilities and functions when necessary.
• Performs other duties as directed by supervisor.
• Practices and complies with all Company policies and procedures (including EEO, Harassment, Safety, Sarbanes Oxley, etc.)
• Performs other duties that are deemed by management to be an integral part of the job, including but not limited to fulfillment of work schedules, adherence to attendance policies, and practicing and complying with all Company operating rules, policies and procedures.

Knead to Know: Preferred Qualifications

• Five or more years of experience in consumer foods industry
• Must possess effective and diplomatic written and oral communication skills
• Maturity, stability, and judgment in dealing with difficult situations involving consumers
• Strong knowledge of consumer contact data base systems, database reporting tools and personal computer operations
• Intermediate to advanced software skills, to include Excel, Word, Lotus Notes, Power Point. SAP preferred. 
• Possesses analytical/problem solving aptitude.
• Company product, procedures and systems knowledge a plus.
 

Additional Ingredients: Essential Job Requirements

• Bachelor’s degree in Marketing, Business, English, or Communications preferred; or equivalent years of experience.