CUSTOMER SERVICE LEAD

Customer Service Lead

We are looking for an enthusiastic Customer Service Lead to join our Pilgrim's Consumer Relations team.

Responsibilities:

• Serve as primary point of contact for consumer inquiries and food safety and quality complaints received via phone, email, mail, and websites.
• Educate customers on product attributes, company policies, and operational practices.
• De-escalate emotionally charged complaints, gather complete and accurate information, and resolve issues promptly.
• Manage complaint processing, including database entry, QA response requests, issue escalation, stakeholder coordination, and customer follow-up.
• Maintain balance between policy adherence and customer satisfaction in resolution decisions.

Critical Event and Legal Claims Management:

• Remain on-call during peak volume periods or critical events (product recalls and withdrawals, etc.); support weekend coverage as needed.
• Fully understand the risk involved in food safety situations and route questions or issues to appropriate leadership.
• Coordinate clear tasks amidst chaos and provide assistance where needed.
• Interface with 3rd party and internal legal teams to process complaints where customer or consumer is seeking compensation or other legal action.

Cross-Functional Collaboration & Key Account Management:

• Act as liaison between customers and internal departments (FSQA, Regulatory, Sales, Customer Service, and R&D).
• Build and maintain strong relationships with key accounts, ensuring high-touch support and issue resolution.

Trend Monitoring & Reporting:

• Proactively identify and communicate complaint trends, volume shifts, and critical insights to internal teams.
• Deliver daily, weekly, and ad hoc reports on complaint metrics and emerging issues.

Documentation Processing:

• Process document requests from customers and internal teams via email, phone, and customer systems.
• Strict adherence to policies regarding what information is acceptable to share with internal teams and customers.

Process Improvement:

• Continuously evaluate the complaint management process; identify opportunities for optimization and improved customer experience.
• Actively participate in design and testing of technology upgrades and enhancements.

Other duties as assigned.

Qualifications:

• 24 years of customer service experience.
• Excellent organizational skills and ability to multi-task in a fast-paced environment.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to problem solve and conduct root cause analysis.
• Excellent verbal and written communication skills executed across all levels of the organization.
• Ability to exercise complete confidentiality.
• Must be motivated, willing to learn, and have an enthusiastic work attitude.
• Active team player that takes direction but is also willing to offer input and ideas.
• Proficient in Microsoft Excel, Word, Outlook; SAP knowledge a plus.
• High school diploma/GED required; college preferred.
• Can perform the functions of the job with or without a reasonable accommodation.
• As a salaried position with the company, you may be required to travel at some point to other facilities, to attend Company events, or as a representative of the Company in other situations. Unless otherwise specified in this posting, the amount of travel may vary and the most qualified candidate must be willing and able to travel as business needs dictate.

The applicant who fills this position will be eligible for the following compensation and benefits:

• Benefits: Vision, Medical, and Dental coverage begin after 60 days of employment.
• Paid Time Off: sick leave, vacation, and 6 company observed holidays.
• 401(k): company match begins after the first year of service and follows the company vesting schedule.
• Base salary range of $24.00/hour.
• Career Development: Our company is dedicated to supporting professional growth by offering continuous learning opportunities and a focus on career growth through various learning and development programs.

This position does not have an application deadline. We will continue to recruit until the position has been filled.

Pilgrim's is a leading global food company with more than 62,000 team members worldwide. The company processes, prepares, packages, and delivers fresh, frozen, and value-added food products for customers in more than 100 countries. Pilgrim's operates protein processing plants and prepared foods facilities in 14 states, Puerto Rico, Mexico, the U.K, the Republic of Ireland and continental Europe. Pilgrim's is headquartered in beautiful Greeley, Colorado, at the JBS USA corporate office where our 1,200 employees enjoy more than 300 days of sunshine a year.

Our mission: To be the best in all that we do, completely focused on our business, ensuring the best products and services to our customers, a relationship of trust with our suppliers, profitability for our shareholders and the opportunity of a better future for all of our team members.

Our core values are: Availability, Determination, Discipline, Humility, Ownership, Simplicity, Sincerity.