Benefits and Culture

We offer a competitive compensation and benefits package designed to help employees live a healthier life, build rewarding careers and save for the future. Reser’s offers choices whenever possible, because we recognize the diverse and ever-changing needs of our employees. Full-time employee benefits include medical, dental, vision, AD& D, life, 401(k) with discretionary match, wellness programs, paid time off, company paid holidays and a variety of voluntary benefit options.

We strive to be Employer of Choice. As one of our five cornerstones, this means that we go all-out to create an environment that shows we are committed to investing in employee growth and creating a culture of belonging where employees what to build a lasting career.

Visit our website to learn more about our competitive benefit programs – https: //resers.com/careers/#benefits

Reser’s Fine Foods – Job Description

Job Summary:

This position oversees the design and execution of the customer and consumer complaint program for the company, working closely with all facilities to identify trends and drive the reduction of complaints. The position requires significant self-direction, including extensive cross-functional leadership and project management. This person manages sensitive customer and consumer communications requiring confidentiality and discretion. The position works closely with Risk Management and third-party insurance carriers to mitigate consumer injury claims. The position maintains and disseminates complaint data using CRM software and dashboards and ensures timely system updates to meet changing business needs.

Essential Position Functions:

1. Leverages expert knowledge of complaint handling best practices, customer requirements, and industry trends to support complaint reduction initiatives by providing leadership and guidance to internal stakeholders and facility leadership teams.

2. Creates and maintains SOPs, analyzes complaint data, identifies opportunities, reports emerging trends, and conducts regular reviews of complaint files for accuracy, completeness and timely follow up.

3. Interprets and evaluates consumer complaint investigation reports and works with facility leadership teams if additional information or clarification are needed.

4. Identifies KPIs for complaint-related projects and initiatives and provides regular status updates to department leaders.

5. Exercises strict confidentiality and discretion when handling sensitive customer or consumer information, complaint data, liability claims, and legal matters.

6. Regularly interfaces with product liability insurance company on escalated cases, provides investigation results, and authorizations resolution with claimants.

7. Supports the Crisis Management team by facilitating activation of the recall hotline, and tracking and reporting recall claims and inquiries.

8. Develops and maintains a strong knowledge of Reser’s brands and regularly partners with Marketing on brand-specific consumer communications and knowledge tools for the team.

9. Supports individual and team growth through focused and consistent coaching on complaint handling best practices, technical expertise, and development of soft skills.

10. Maintains knowledge of current regulations, industry trends, and customer requirements and initiatives by representing Reser’s as an active member of industry trade associations.

Education and Experience:

1. Bachelor’s Degree

2. Minimum 10 years' experience working in a customer service or consumer affairs role in a consumer-packaged goods (CPG) company.

3. Minimum 3 years people management experience.

4. Proficient with (CPG) customer relationship management (CRM) software such as Insightly, Zendesk, Salesforce or similar.

Knowledge, Skills and Abilities:

1. Proficient with Excel spreadsheets and charting.

2. Effective presentation and facilitation skills for leading meetings and teams.

Physical Demands and Working Conditions:

• Must be able to lift items up to 20lbs

• Office Environment

• Flexible schedule may be required based on business needs.

Exempt only: This position is eligible for a bonus based on company goals/performance.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.