Title: Customer Service Leader
Dept.: Quality Assurance Department

Reports To: Quality Assurance Manager

Main Function

• To provide consumers and customers with comprehensive services by thoroughly listening to their inquiries and providing accurate information, thereby aiming to improve consumer and customer satisfaction.

The role also aims to contribute to the improvement of product quality and food safety by accurately recording and analyzing consumer and customer inquiry data and sharing it with relevant departments within the company.

Working Relationships:

• Reports to whom?
• Peer Relationships

This position reports to the Quality Assurance Manager.

The two customer service operators in this department report to this position.

Main contacts within the company: This position works closely with the following departments:

Quality Assurance Department

Manufacturing Department

NPD

RNT

Marketing

Trade Marketing

Sales

AMEA Regional Consumer Affairs

Main external contacts: Consumers and customers

Dimensions:

(As applicable)

Annual Production Figures:

Number of SKU's:

Main Responsibilities & Accountabilities

• All essential job functions
• Primary day-to-day responsibilities & activities of the position.

Key Responsibilities

1. To accurately understand consumer and customer inquiries and provide them with the necessary information.
2. To accurately record consumer and customer inquiry data and share it with relevant departments within the company.
3. To analyze data and share insights with relevant departments within the company.
4. To improve the skills of customer service operators.

Key Accountabilities

1. To compile consumer and customer inquiry data and report it to the company or region.
2. To accurately summarize the information requested by consumers and customers and report it to them.
3. To understand business needs both internally and externally, responding promptly and professionally.
4. To balance conflicting priorities while providing a clear direction and focus to the organization.
5. To promote teamwork and idea generation while concentrating on improving results and processes, showcasing leadership and communication skills.

Work Environment

1. Monday to Friday, 9:00-17:00, is telephone reception time, so consumer responses will be the main focus.
2. Employee safety is the top priority, so ensuring compliance with safety regulations and local authorities is crucial.

Preferred Candidate Profile

• List the minimum amount of education and/or experience required to perform the job. Be specific in terms of the type of experience required.

1. A minimum of 5 years of relevant work experience in the food industry or similar industries (preferably with experience in consumer/customer service).

Skills and Attributes

1. Excellent communication and telephone skills for interacting with consumers.
2. Data compilation and analysis skills using computers.
3. Proactive problem-solving and result-oriented attitude.
4. Basic English language understanding ability.