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Under the general direction of Consumer Affairs leadership, this position supports Lamb Weston, across multiple departments through effective Consumer Affairs activities. They will provide exemplary service across many communication channels by answering questions, providing requests documents, handling complaints, and troubleshooting problems with our products and services. This person will aim at providing a positive experience for each engagement, while providing an accurate and efficient response.
Job Responsibility:
Professionally and efficiently communicate with Customers, Consumers and the general public in relation to food safety and quality issues, general inquiries, sales leads and marketing campaign activities
Effectively document and collaborate with Operations Management, Quality, Food Protection, and Consumer Affairs group resources to investigate root cause to customer issues
Communicate investigation results and issue resolution to the Customer/Consumer or Sales directly
Enter all inbound contacts into designated database and finalize disposition of the issue
Interface at times with third party on insurance claims processing
Effectively understand the scale of minor, important and critical complaints and escalate the response and subsequent investigations for resolution to appropriate individuals across all departments at Lamb Weston
Assist in design of processes and procedures related to Consumer Affairs
Perform assigned tasks/duties associated with department processes and procedures
Provides technical support to Customer and/or Sales in a timely and effective manner
Evaluate effectiveness and assure continuous improvement in assigned areas of responsibility
Generate ad-hoc reports on request
Requirements:
Basic knowledge of food safety and quality systems and manufacturing processes, technologies, or other relevant area of responsibility
Proficient in using Microsoft Office Suite applications
Proficiency with computers, especially CRM software and strong typing skills
Highly effective verbal and digital communication skills, including professional phone voice
High School Diploma or equivalent
Sound report writing, interpersonal and communication skills (written and verbal)
Troubleshooting, data analysis, and investigative skills required
Ability to sit, walk and/or stand for up to 8 hours a day
Ability to be on the phone or with head set interface for 8 hours a day
Work from a computer desk, station for up to 8 hours a day
Driving a company or rental vehicle for up to 8 hours if needed
Nice to have:
Social media experience recommended but not required
Fluency in Spanish or another language desired but not required
What we offer:
Health Insurance Benefits - Medical, Dental, Vision
Flexible Spending Accounts for Health and Dependent Care, and Health Reimbursement Accounts
Well-being programs including companywide events and a wellness incentive program
Paid Time Off
Financial Wellness – Industry leading 401(k) plan with generous company contributions, Financial Planning Services, Employee Stock purchase program, and Health Savings Accounts, Life and Accident insurance
Family-Friendly Employee events
Employee Assistance Program services – mental health and other concierge type services