Consumer Affairs Specialist

Job Locations US-KS-Lenexa
ID
2022-2204
Category
Customer Service/Support
Type
Full Time

Company Overview

Hostess Brands, LLC, is a large packaged food company focused on developing, manufacturing, marketing, selling and distributing fresh baked sweet goods in the United States such as Ding Dongs®, Ho Hos®, Donettes® and Fruit Pies, in addition to Twinkies®, CupCakes, Voortman’s Cookies and Wafers.

Job Overview

This is an entry-level Customer Service Representative position in our Consumer Affairs Contact Center. The Customer Service Representative is an important first-line of contact with our customers, setting the tone for how our company and services are experienced. They provide accurate product information and high quality customer service regarding company products. The CSR professionally handles a high volume of inbound and outbound calls and emails, faxes or other written correspondence. They ensure questions and issues are resolved both promptly and accurately and in a manner that consumers are able to understand while thoroughly and efficiently gathering information. A CSR must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to Consumer Affairs achievement of service level goals. CSR’s work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure. Finally, a CSR promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the consumer experience and aligns to the goals and objectives of the company.

Responsibilities

  • Handles a high volume of inbound and outbound calls and emails, faxes or other written correspondence according to departmental service level goals while answering consumer questions completely and accurately
  • Completes follow up outbound calls and written correspondence to ingredient/nutritional inquiries and consumer complaint handling
  • Documents and handles consumer complaints accurately and completely according to Quality Assurance procedures
  • Learns and maintains a strong knowledge of brand website information, label information, approved product descriptions, basic nutrition, brand promotions and programs
  • Understands nutrition principles to determine which inquiries can be handled routinely or sent for further information
  • Provides accurate product information and high quality customer service regarding company products
  • Works collaboratively with internal and external business partners to bring consumer issues to closure
  • Handles coupon processing and consumer returns according to established department policies and procedures
  • Promote a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the consumer experience and aligns to the goals and objectives of the company

Qualifications

  • High School Diploma or equivalent
  • Minimum of 6 months of customer service experience, 1 year in the consumer package goods industry preferred
  • Minimum typing skills of 45 words per minute
  • Excellent verbal and written communication skills along with excellent interpersonal skills
  • Fast-paced position requires attention to detail and the ability to multi-task.
  • High performance individual and strong team player
  • Excellent organizational skills
  • Strong attention to detail is critical in this position
  • Basic knowledge of Microsoft Office is required, while intermediate experience is preferred
  • Proficient with computers and standard office equipment

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