Consumer Care Coordinator

Richardson International Limited; United States; On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Pension

Flexible benefits

Career development opportunities

Job summary

Richardson International is seeking a Consumer Care Specialist to be the primary voice of the consumer, handling inquiries, complaints, compliments, and feedback across phone, email, and social channels. You will protect brand reputation and support product quality initiatives through timely issue resolution and accurate documentation.

Collaborate with Quality Assurance, Operations, Marketing and Customer Service to investigate concerns, escalate food safety or regulatory issues, and drive

Qualifications

• 2-4 years of relevant experience in customer service or consumer relations.
• Experience handling customer complaints and resolving complex concerns.
• Strong written and verbal communication adaptable to audiences.
• Excellent organizational skills with attention to detail and accuracy.
• Ability to work independently, manage priorities, and make sound judgments in a fast-paced environment.
• Proficiency with Microsoft Outlook, Excel, and other Microsoft 365 apps.
• Experience with case management or CRM systems is an asset.
• Experience in food manufacturing, consumer packaged goods, retail food, or hospitality is an asset.

Responsibilities

• Serve as the primary point of contact for consumer inquiries via phone, email, and designated social channels.
• Respond professionally and empathetically to questions, complaints, compliments, and product-related concerns.
• Gather and document detailed information to support product quality investigations and issue resolution.
• Manage consumer contacts from intake to final resolution with timely follow-up.
• Issue consumer compensation, coupons, and goodwill gestures per company guidelines.
• Maintain accurate records using Microsoft Lists, Power Apps, Outlook, and other systems.
• Collaborate with QA, Operations, Marketing, Customer Service, and others to investigate and resolve concerns.
• Escalate food safety, quality, or regulatory concerns to appropriate teams.

Skills

Customer service

Communication skills

Detail-oriented

Team collaboration

Microsoft 365

Tools

Microsoft Lists

Power Apps

Power BI

Outlook

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

COMPENSATION & BENEFITS

• 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.

Richardson International is a global agriculture and food processing leader, with deep-rooted grower relationships spanning over 165 years. Our journey has seen our business expand and innovate, allowing us to supply quality food products and ingredients to markets near and far. We are always improving our facilities, processes, and products to continue to deliver on our commitment to excellence. Across borders, our network collaborates to fuel our ongoing growth. Join our growing team and set a strong foundation for a career full of exciting possibilities.