Consumer Care Champion

Richardson International; St. Louis (MO); On-site; USD 42,000 - 56,000; Full time

Job summary

Richardson International in Missouri is seeking a Consumer Care Specialist to be the primary voice of the consumer, handling inquiries, complaints, and feedback across channels, while protecting brand reputation and supporting product quality initiatives.

You will document information, collaborate with QA, Operations, Marketing, and Customer Service, and help develop procedures and reporting to drive continuous improvement.

Qualifications

• 2-4 years of relevant experience in customer service, consumer relations, contact center operations, hospitality, retail customer support, or a related field.
• Demonstrated experience handling customer complaints and resolving complex or sensitive consumer concerns.
• Strong verbal and written communication skills with the ability to tailor messaging to various situations and audiences.
• Excellent organizational skills with strong attention to detail and accuracy.

Responsibilities

• Serve as the primary point of contact for consumer inquiries received through phone, email, and designated social media channels.
• Respond professionally and empathetically to consumer questions, complaints, compliments, and product-related concerns.
• Gather and document detailed information to support product quality investigations and issue resolution.
• Manage consumer contacts from initial intake through final resolution, ensuring timely and accurate follow-up.
• Issue consumer compensation, coupons, and goodwill gestures in accordance with established company guidelines.
• Maintain accurate records of consumer interactions using Microsoft Lists, Power Apps, Outlook, and other business systems.
• Collaborate with Quality Assurance, Operations, Marketing, Customer Service, and other internal stakeholders to investigate and resolve consumer concerns.
• Escalate food safety, quality, or regulatory-related concerns to appropriate teams and support follow-up activities as required.
• Monitor consumer contact trends and recurring issues, identifying opportunities for continuous improvement and enhanced consumer satisfaction.
• Act as the voice of the consumer by identifying emerging trends, recurring concerns, and opportunities to improve products, processes, and the overall consumer experience.
• Assist with preparation of routine consumer care reporting and summaries to support business insights and decision-making.
• Support the development and maintenance of consumer care procedures, response templates, and documentation to ensure consistency and scalability.

Skills

Customer service

CRM systems

Microsoft 365

Communication

Attention to detail

Tools

Microsoft Lists

Power Apps

Power BI

Outlook

Excel

Job description

Richardson International in Missouri is seeking a Consumer Care Specialist to be the primary voice of the consumer, handling inquiries, complaints, and feedback across channels, while protecting brand reputation and supporting product quality initiatives.

You will document information, collaborate with QA, Operations, Marketing, and Customer Service, and help develop procedures and reporting to drive continuous improvement.