Supervisor, Consumer Affairs

Consumer Affairs Supervisor

The Consumer Affairs Supervisor helps to investigate, manage and trend the monthly complaints that are received. The associate plays a key role in the creation, documentation and analysis of the monthly department and customer reports. Along with the preparation and trending of the data, the associate works closely with department Sr. Manager to assist in complaint responses, cases closures and department support. This role plays a critical part in maintaining customer satisfaction, brand reputation and department efficiency.

Specific Responsibilities

Provide daily support and guidance to the Call Center associates and WOD Complaint Specialist, as necessary.

Provide input and assistance on ongoing investigations.

Evaluation of incoming consumer complaint samples. This includes taking photos of foreign tablets / soft gels, foreign material, and returned complaint samples.

Assist with the training and development of an investigator back up.

Draft technical responses that include recording detailed notes and information into the investigation report and attach in complaint database.

Investigation results entry in Trackwise, case status updates and review with Sr. Manager.

Participate in cross-functional team discussions to respond and address systemic issues.

Prepare reports and presentations on complaint metrics and trends for department and customer data.

Maintain a database of monthly reporting and presentations.

Daily review and approval of complaint cases.

Take part in customer meetings as necessary to represent the department.

General Responsibilities

Ability to work on a personal computer in a stationary position for extended periods of time during the day.

Use creative and analytical skills to develop and maintain metric reporting.

Act professionally in an office environment.

Comply with company confidentiality and security standards and guidelines.

Requires regular attendance to perform essential elements of job duties.

Perform individual tasks and assignments to help with the department's efficiency.

Other duties as assigned by department manager.

The Candidate

Education, Experience, and Licenses :

Preferred four-year degree in science or related field with 5-7 years of experience in a GMP facility (food, dietary supplement, pharmaceutical).

Knowledge, Skills, and Abilities :

Excellent communication and people skills.

Analytical and problem-solving skills.

Strong work ethic with the ability to work independently or in a team atmosphere.

Strong understanding of consumer protection laws and regulations.

Ability to manage multiple priorities in a fast-paced environment.

Leadership and team-building capabilities.

Proficiency in Microsoft Office Suite, and Trackwise Complaint Management Software.

International Vitamin Corporation (IVC) Is an Equal Opportunity Employer. Our organization remains steadfast in our commitment to fostering an inclusive and non-discriminatory work environment that welcomes individuals from all backgrounds. We firmly maintain the belief that every individual ought to be treated with respect and dignity, regardless of their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, marital status, genetic information, or any other protected characteristic, as defined by the law. We pledge that all eligible job applicants shall receive an impartial and unbiased evaluation during the recruitment process, without any form of discrimination based on any of the protected class. Our dedication to promoting diversity and inclusivity remains unwavering, and we take immense pride in cultivating a workplace culture that values and celebrates differences. Our efforts towards creating an environment that is free from prejudice and discrimination are an integral part of our organizational philosophy, and we stand committed to upholding these principles.