For more than 115 years, Ferrara has created sugar confections that enable moments of sweetness, celebration, and connection for candy lovers of all generations. Today, the company is the #1 sugar confectioner in the United States. Ferrara boasts a passionate team of nearly 9,000 employees creating and delivering hundreds of products sold under 20 popular brands like Brach's, NERDS, SweeTARTS, Laffy Taffy, and Trolli to more than 66 million U.S. households annually and popular Dori snacking products under brands such as Dori, Gomets, Pettiz, and Yogurte 100 in Brazil. Additionally, Jelly Belly, known world-wide for its confections, was acquired in November of 2023.
Job Location: ChicagoWant to make an impact?The consumer affairs specialist will report to the Senior Manager of Global Consumer Affairs and play a critical role in researching, analyzing, and resolving consumer inquiries and issues. This position will bridge the gap between consumer feedback and business strategy by working closely with the R&D, QA, Sales, Marketing, and Operations teams. The role combines elements of consumer affairs coordination and quality data analysis to provide insights and solutions that drive business performance. Your ability to thrive in a fast-paced team environment, coupled with strong attention to detail, problem-solving skills, and excellent customer service abilities, will ensure your success in this essential position.
This role is based out of our corporate HQ located in downtown Chicago. It will be a hybrid role with minimal travel (up to 15%) annually.
Ways you will make a differenceLead weekly reporting on departmental goals and performance metrics. Gather, analyze, and report on consumer data and behavioral trends while supporting cross-functional teams with strategies and tactics for improvement.
Lead the complaint investigation & claims process, including response, timely close-out, and prevention of recurrence.
Assist in managing international consumer affairs by coordinating with global teams and ensuring compliance with local regulations in various countries.
Liaise closely with other departments to resolve issues and potential bottlenecks.
Lead the development and maintenance of training materials for the complaint investigation & claims process and provide regular training to factory & co-manufacturing teams.
Lead Consumer Affairs artwork approval, ensuring the accuracy of contact info on packaging.
Propose process improvements and identify training gaps to enhance company operations and departmental goals.
Lead continuous improvement for the consumer experience. Identify consumer pain points and provide solutions for implementing improvements across all departments.
Adhere to company policies, lead by example, and maintain confidentiality of sensitive information.
Maintain accurate, up-to-date documents and records in compliance with departmental document control policies.
Work closely with cross-functional teams to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs.
Skills that will make you successfulCustomer service experience in a consumer products company.
Excellent interpersonal, written, and verbal communication skills.
Strong computer skills, including Microsoft Suite and report writing (Salesforce, Tableau, Sprinklr, SAP, etc.).
Strong time management and organizational skills.
Self-starter with a strong drive for results and the ability to bring projects to completion.
Capable of thriving in an environment that requires adaptability, decisiveness, and practical interpersonal skills.
Ensures adherence to all company policies and procedures.
Understands and demonstrates the company's core values.
Experiences that will support your successBachelor's Degree (preferred) or equivalent professional experience.
Two to three years of experience analyzing consumer data and providing insights that drive business, including research methods and statistics.
Three to five years of customer escalations experience, preferably in customer service.
Technical writing experience in relevant areas, including queries, reports, and presentations.
Proven analytical experience, especially in data mining, evaluation, analysis, and visualization.
EQUAL OPPORTUNITYWe are proud to be an equal opportunity employer. In order to provide equal employment and advancement opportunities to all qualified applicants and employees, employment decisions and opportunities at Ferrara will be based on merit, qualifications, and abilities, without regard to race, color, creed, religion, sex, sexual orientation, gender identity and expression, marital or civil union status, national origin, ancestry, citizenship, age, military or veteran status, disability, handicap, genetic information, pregnancy (childbirth or related medical condition), or on any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination, and access to benefits and training.
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