Consumer Care Coordinator

Richardson International; St. Louis (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

Richardson International is seeking a Consumer Care Specialist to manage consumer inquiries, complaints, compliments, and feedback across channels. You will protect brand reputation, support quality initiatives, and deliver exceptional experiences through timely resolution and documentation.

Key duties include collaborating with QA, Operations, Marketing, and Customer Service, escalating issues when needed, and contributing to routine consumer care reporting and templates to ensure scalable

Qualifications

• 2–4 years of relevant customer service experience.
• Experience handling complaints and sensitive concerns.
• Strong written and verbal communication skills.
• Excellent organizational skills and attention to detail.
• Ability to work independently in a fast-paced environment.
• Experience with Microsoft 365 apps is a plus.
• Experience with CRM or case management systems is an asset.

Responsibilities

• Serve as primary contact for consumer inquiries via phone, email, and social channels.
• Respond professionally to questions, complaints, compliments, and concerns.
• Document information to support product quality investigations.
• Manage consumer contacts from intake to final resolution with timely follow-up.
• Issue compensation, coupons, and goodwill gestures per guidelines.
• Maintain records using Microsoft Lists, Power Apps, Outlook, and other systems.
• Collaborate with QA, Operations, Marketing, and Customer Service.
• Escalate food safety/quality concerns to appropriate teams.
• Monitor trends and recurring issues for continuous improvement.
• Act as voice of the consumer to identify improvement opportunities.
• Assist with routine consumer care reporting and business insights.
• Support development of care procedures and templates for consistency.

Skills

Customer service

Communication

Attention to detail

Multitasking

Tools

Microsoft Outlook

Excel

Microsoft Lists

Power Apps

Power BI

Job description

At Richardson International, being truly invested is at the heart of everything we do. For over 165 years, Richardson has been dedicated to Canadian agriculture. Recognized as a global leader in agriculture and food processing, Richardson is one of Canada’s Best Managed Companies with over 4,000 employees across Canada, the U.S., the U.K., and Europe. At Richardson, we are committed to enhancing our facilities and services and investing in our people and our communities.

We are seeking a customer-focused and detail-oriented Consumer Care Specialist to join our team. The Consumer Care Specialist serves as the primary voice of the consumer within the organization, managing consumer inquiries, product complaints, compliments, and feedback across multiple communication channels. This role plays a critical part in protecting brand reputation, supporting product quality initiatives, and delivering exceptional consumer experiences through timely issue resolution, accurate documentation, and cross-functional collaboration.

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

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
• Ability to work independently, manage multiple priorities, and exercise sound judgment in a fast-paced environment
• Proficiency with Microsoft Outlook, Excel, and other Microsoft 365 applications
• Experience maintaining accurate records and working with case management, CRM, or customer service systems is considered an asset
• Experience within the food manufacturing, consumer packaged goods, retail food, or hospitality industries is considered an asset
• Experience with Microsoft Lists, Power Apps, and Power BI is considered an asset

Richardson International provides an excellent compensation package consisting of competitive salary, pension, a flexible benefits plan and training and career development opportunities.

Richardson International values diversity in the workplace. Women, Indigenous Peoples, Visible Minorities, and persons with disabilities are encouraged to apply and self-identify.