Job Description

The Technical Support Specialist plays a key role in delivering exceptional consumer & customer experience with our vast portfolio of products across all brands and channel segments. As the frontline of support, this position is responsible for addressing consumer inquiries, identifying and advancing consumer concerns, and driving continuous improvement initiatives. You will take an active role ensuring corrective actions are implemented efficiently and in alignment with our company values, mission, and consumer advocacy. You will be a key part of the commercialization of new product development and optimization of existing product lines, providing your expertise to enhance their market success. This position will also involve aiding in the documentation of our regulatory requirements applicable to our products and aiding in ensuring that all materials and/or suppliers adhere to our stringent standards for the safety and quality of our product lines.

Essential Duties:

• Consumer/Customer Support : provide front-line assistance to customers by addressing inquiries and resolving issues promptly, ensuring a seamless experience with our products. Efficiently manage and respond to feedback from various consumer channels and maintain organized procedures, guidelines, and documentation pertinent to the role.
• Product Development: Act as the “voice of the customer” for new products, initiatives and enhancements, collaborating closely in the commercialization of product development. Utilize expertise to contribute to the improvement of product lines.
• Issue Identification : Analyze data to identify and escalate priority consumer issues and trends, ensuring urgent matters receive appropriate attention and effective resolution. Drive continuous improvement initiatives, ensuring all identified corrective actions are implemented smoothly and align with company values and consumer advocacy.
• Reporting & Monitoring: Provide routine reports to cross-functional teams regarding consumer issues and inquiries, as well as insights gained from monitoring online activities. Review marketplaces and social media discussions to gauge consumer sentiment, ensuring that feedback is effectively utilized to enhance customer satisfaction.
• Ingredient/Product Risk Assessments: Support our robust internal due diligence process for materials and/or supplier facilities. Ensure compliance with federal, state, and local requirements focusing on safety, quality, labeling, and environmental regulations.
• Technical Document Review: Read, interpret, and communicate technical documents effectively. Review technical documentation with the ability to summarize key elements of the products or manufacturing processes for both Regulatory Affairs and consumer interactions, empowering effective responses to inquiries from customers and consumers.
• Record Keeping & Documentation: Maintain accurate records related to consumer and compliance activities, including, but not limited to, consumer inquiries, complaints, and compliance supply chain documentation. Support the management of current product specifications, testing/validation documents, and customer RFI (Requests for Information), etc.
• Other duties as assigned.

Requirements:

• Bachelor's degree in a relevant field (Food Science, Food Technology or related field) OR
• 2-3 years of experience in a technical support role within a product manufacturing environment.
• Detail-oriented with a focus on accuracy.
• Excellent verbal, written communication and conflict resolution skills.
• Proficient analytical, organizational, and problem-solving skills.
• Proficiency in Microsoft 365 suite including PowerPoint, Excel, Work and Outlook
• 3+ years of experience in a customer service role
• Preferred: 1+ years of experience in consumer product (food or non-food) manufacturing experience
• Preferred: Proficiency in Sales Force (or other CRM)
• Preferred: Proficiency in Trace Gains
• Preferred: Bilingual, French and English

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