Associate Manager - Consumer Operations
Battle Creek, Mi
Responsible for personally responding to consumers with escalated, serious complaints and/or product liability claims; manage relationship with after-hours poison control center; manages sample collection and lab analysis process.Create and streamline processes designed to facilitate easier and more effective consumer communication by continually analyzing data, generating compelling reports, and providing real-time feedback to those involved in the manufacturing process.Responsible for litigation holds related to escalated consumer complaints involving high dollar demands due to injury and or distress, while facilitating resolution of claims process.Additional Responsibilities:- Ensure daily operation of our contact center by providing timely support to our third-party provider.- Real-time reporting on product trends.- Maintenance of cross-functional data shared among business units.- Partnership with IT teams to ensure consumer experience is on par with Scopes of Work (SoW) and Service Level Agreements (SLA).- Immediate contact resolution when serious or escalated complaints arise.- Custom SQL reporting to brand, product, and/or location specific triggers reported from consumers and identified through trends.- Creation of cross-business unit process to link consumer data from Wilke CRS system and other consumer information databases to allow seamless reporting, data integration, and customized consumer interaction.- Analysis of consumer samples to ensure isolated incidents and determination of cause and effect on a plant level.- Maintain admin status on multiple SharePoint sites to ensure collaboration among multiple agency partners, internal departments, and third party contractors. Development of process to streamline file organization and synergies across multiple business units.
