Consumer Care

Job Description

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Summary:

The Consumer Care Coordinator is responsible for the effective handling of all the issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.

Role Responsibilities:

• Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.

• Primary contact with company’s sales representatives /customers regarding quality issues

• Responsible for following up with the QA Managers/Plant Managers from Ole’s facilitates to ensure Consumer issues are effectively addressed and follow up.

• Responsible for quality Issues Website administration

o Update products list and other QA catalogs.

o Being a champion to Follow up with IT on Quality Web improvements.

• Responsible to create the Quality consumer complaint reports

o Ole Mexican Foods Weekly and Monthly Reports

o Retail

o Food Service

• Responsible on following up and closing the loop on any compliant plants.

• Coordinate and perform training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.).

• Create, prepare QA food Safety newsletter Monthly and distribute internally.

• Send complaint samples to External laboratory for analysis and/or identification. If needed

• Follow up with consumers on all coupons/ product sent by FedEx/ UPS to their address locations.

• Managing to encourage consumer/customers/Sales to bring back product with foreign material reported by them for detail investigation.

• Assist QA corporate Coordinator on BRC activities and Quality Projects

• Partner with QA managers for any customer system new accounts setting.

• Assist on Customer Requirements and Customer Specifications Management System

• Assist on Raw Materials and Finished Product Specifications Central Database

• Assist and maintain Document Control Module System

• Assist on collecting data, data entry information into all customer’s portal web bases.

• Assist on the bi-annual FDA’s registration from all Ole’s facilitates.

• Assist in other tasks as required by the QA corporate Coordinator and/or the Director of QA.

• Support and collaborate with special studies in cooperation with the Quality Assurance Department.

Expected Competences:

• Excellent communicator (verbal and written)

• People skills

• Patience and good listener

• Team player

• Enthusiastic

• Taking initiative

Qualifications and Experience:

• Experience on customer service or related field

• Bachelor’s degree (desirable)

• Skilled Computer/software systems (Excel, Word, PowerPoint, Vision, etc.)

• Bilingual (English and Spanish) preference

• English spoken mandatory.