Description

Competitive Benefits. Meaningful Extras. Unmatched Value.

• A place where you can take your career in the direction you want to grow and go
• Flexible work options and summer hours for eligible employees
• Save on gas at stations across Canada, including Chevron, Fas Gas, Ultramar, and Pioneer
• Save on M&M Food Market products

The Opportunity:

Reporting to the Senior Manager, Quality Assurance, the Consumer Affairs Coordinator is responsible for managing a variety of consumer contact channels, addressing inquiries and complaints from both consumers and Franchise Partners. This role plays a key part in capturing product feedback and ensuring timely resolution of issues, consistently upholding and communicating the brand promise in every interaction. Leveraging strong organizational skills, the coordinator leads investigations with a consumer-first mindset, utilizing proactive communication and customer-focused problem-solving to resolve concerns efficiently and effectively.

Responsibilities:

Consumer Complaints:

• Manage incoming consumer complaints generated through Product Incident Reports, letters, e-mails and phone calls, forms and e-mails by:
  • Requesting and collecting foreign objects;
  • Preparing response letters to consumers and including appropriate gift card remuneration;
  • Ensuring appropriate personnel are notified of consumer complaints (Franchise Partner, supplier, other team personnel). Corrective Action Reports communication through Trace Gains program;
  • Returning follow-up or “cold” phone calls and e-mails from customers and Franchise Partners on consumer product-related issues, via the Zendesk platform;
  • Contact suppliers and Franchise Partners on complaint products, as required. Infrequently negotiate claim settlements with customers and interact with legal representatives;
  • May be required to work on the weekend in emergency situations.
• Build a strong knowledge of our branded products to best assist consumers. Work closely with marketing team to understand brand message, product benefits, promotions, etc.
• Foster strong customer care support and best practices to maintain a high level of consumer satisfaction based on timely responses to build brand loyalty.
• Food performance, quality, nutrition and allery inquiries:
  • Respond to customer and Franchise Partner queries as they relate to product information, performance, quality, nutrition profile and allergen status. Emails sent via the Zendesk platform.
• Documentation and reporting:
  • Maintain files pertaining to routine and urgent consumer complaints and remuneration issued.
  • Utilize PIR system for reviewing and tracking customer complaint/comment information daily. Follow-up with stores where warranted.
  • File, store, archive, and cull consumer affairs files, as appropriate, to comply with PIPEDA and departmental document retention systems.
• Trend analysis and action:
  • Compile history and develop/summarize trends relating to consumer issues.
  • Create monthly, quarterly, semi-annual and yearly consumer complaint reports.
  • Notify appropriate Compliance (QA) team personnel of consumer trends in a timely fashion including monthly and quarterly reports.
  • Maintain communication links with other departments as necessary to gain information and initiate corrective action on consumer issues.
• Stock withdrawals and recalls:
  • Assist QA in initiating Stock Withdrawals.
  • Active member of the Recall Team.
  • Work with Accounts Receivable to create a report on a monthly basis to charge vendors for SWAR administration fees, foreign material complaints etc., escalated complaints etc.

Requirements:

• Previous consumer affairs, foodservice/retail, food processing, food research and development and/or food quality assurance experience.
• Proven computer skills in Excel, Word, Power Point, Access, Outlook, etc.
• Demonstrated ability in letter writing, proofing and copy development, ensuring meticulous attention to detail and accuracy.
• Excellent interpersonal and communication skills, both verbal and written, especially in dealing with difficult customers.
• Discreet, tactful, self-starter, able to multi-task and prioritize, comfortable working under varying levels of supervision.
• Post secondary education in Food Science, Microbiology, Chemistry, Quality Assurance, or related degree program is an asset.

Humble. Hungry. Smart. Does this sound like you?

Do others describe you as being a down-to-earth achiever? Someone who thinks outside the box and always strives to do more than what is required. Someone who sees the bigger picture? You sound brilliant to work with!

We Want You To Shine:

We are committed to providing equal opportunities to all applicants. If you require accommodation due to a disability, you will have an opportunity to notify us when scheduling your interview.

Belonging Matters. Because You Do:

We are an equal opportunity employer and encourage applications from all qualified individuals.

Our ability to work as one team across Canada, the United States and the Caribbean is foundational to our success. We show up as our authentic selves each day and create space for one another's unique contributions.

Our Employee Resource Groups (ERGs) and Affinity Networks help us activate enterprise-wide strategies that power a proactive culture of diversity, equity, inclusions, and ultimately – belonging.

We respect the diverse cultures, traditions and perspectives of Indigenous Peoples and seek to achieve equitable partnerships and opportunities with Indigenous communities.

The Fine Print:

Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.

Please note that final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.