Kellogg Senior Consumer Specialist in BATTLE CREEK, Michigan

Grow with us as a Senior Consumer Specialist. Engage your skills to safeguard the Kellogg Company reputation through high quality, timely response to serious or escalated consumer contacts. While you’re at it, you’ll be building your network and expertise in a thriving environment of professional development and teamwork that delivers great consumer care and ensures that the voice of the Kellogg consumer is heard. Together we’ll shape a stronger future for our company and your career.

WHAT WILL I BE DOING?

In your role as a Senior Consumer Specialist at Kellogg in Battle Creek, MI, you will be part of our success by:

  • Leading the daily review of & response to questions and escalations from our contact center team

  • Reviewing escalated after hours contacts and assessing criticality

  • Providing direction to contact center team to address immediate consumer care needs

  • Directly managing contacts from advocacy organizations, law enforcement or regulatory agencies, including alleged tampering or extortion issues, product liability claims, or other serious consumer contacts

  • Working directly with urgent or upset consumers to manage issues escalated by contact center such as injuries, illnesses, foreign material, infestation, allergic reactions, challenging nutrition questions or service recovery issues

  • Monitoring serious complaint data for issues that require corrective actions and notifying the appropriate individuals

  • Assisting in monitoring online activities related to social media and online self-service tools

  • Managing sample retrieval, documentation, retention and lab analysis processes as required for serious product quality issues

WHAT DO I NEED TO DEMONSTRATE?

As well as a hunger to learn and succeed in Consumer Affairs, to be considered for this position you must be able to meet the following requirements:

Required:

  • High School Diploma or GED

  • Work experience in Consumer service, communications, nutrition, or quality in a food company

  • Demonstrated use of Consumer service principles, verbal and written communications, problem solving, accuracy and attention to detail

Preferred:

  • Bachelor’s degree in Food Science, Communications, Nutrition, or food marketing with experience in consumer service in the food industry

  • Spanish and / or French language written and spoken proficiency

WHAT ELSE DO I NEED TO KNOW?

This role may have extended work schedules including scheduled Company holidays, evenings and weekends.

This role travels 10-15%.

The ability to work a full shift, come to work on time, work overtime as needed and the ability to work according to the necessary schedule to meet job requirements with or without reasonable accommodation is an essential function of this position.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

Where required by state law and/or city ordinance; this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. For additional information, please follow this Link at https://e-verify.uscis.gov/emp/media/resourcesContents/EverifyPosterEnglish.pdf for English or this Link at https://e-verify.uscis.gov/emp/media/resourcesContents/EverifyPosterSpanish.pdf for Spanish.

Title: Senior Consumer Specialist

Location: USA-MI-Battle Creek - Corporate Headquarters

Requisition ID: COM000136

Job Function: Communications & Corporate Affairs

Job Type: Professional

Closing Date: Nov 11, 2017, 10:59:00 PM

Relocation Assistance: No