Consumer Care Coordinator - Norcross, GA

ADP, Inc.; Norcross (GA); On-site; USD 42,000 - 58,000; Full time

Job summary

Ole Mexican Foods seeks a Consumer Care & QMS Assistant to handle consumer feedback and quality issues, coordinating with QA and plant managers in Norcross, GA. The role supports QA documentation, newsletters, and data entry across customer portals.

Required bilingual English/Spanish communication, experience in customer service, and ability to work onsite with cross-functional teams to ensure accurate issue resolution and quality improvements.

Qualifications

• Bilingual English and Spanish proficiency.
• Experience in customer service or related field.
• Excellent verbal and written communication skills.

Responsibilities

• Serve as primary contact with consumers to address feedback on Ole Mexican Foods products.
• Coordinate with Food Service Sales representatives to discuss quality issues.
• Follow up with QA Managers/Plant Managers to ensure consumer issues are resolved.
• Maintain Quality Issues Website and QA catalogs, and coordinate with IT on web improvements.
• Prepare and distribute QA Food Safety newsletters and assist in supplier/customer documentation.
• Coordinate with CAS for complaint handling and support QA documentation and audits.

Skills

Bilingual English/Spanish

Customer service

Excellent communicator

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Consumer Care Coordinator - Norcross, GA

Full Time Norcross, GA, US

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Summary:

The Consumer Care & QMS Assistant is responsible for the effective handling of all issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.

Job Title: Consumer Care & QMS Assistant Reports to: QA Corporate Coordinator Location: Onsite in Norcross, GA Role Responsibilities:

• Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.
• Primary contact with Food Service Sales representatives /customers regarding quality issues.
• Responsible for following up with the QA Managers/Plant Managers from Ole’s facilities to ensure consumer issues are effectively addressed.
• Quality Issues Website administration
• Update products list and other QA catalogs
• Follow up with IT on Quality Web improvements
• Quality Issues reports to Ole Mexican Foods Weekly and Monthly Reports to Retail & Food Service
• Responsible on following up with any complaint with Claim Adjuster Services (CAS).
• Training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.)
• Create, prepare QA Food Safety newsletter monthly and distribute internally.
• Send complaint samples to External laboratory for analysis and/or identification. If needed.
• Follow up with consumers on all issues received (phone, email, regular mail, website, social media)
• Partner with QA Managers for any customer system new accounts setting.
• Assist on Customer Requirements and Customer Specifications Management System.
• Assist on Raw Materials and Finished Product Specifications Central Database.
• Assist and maintain Document Control Module System.
• Assist on collecting data, data entry information into all customer’s portal web bases.
• Assist on the bi-annual FDA’s registration for all Ole’s facilities.
• Assist in other tasks as required by the QA Corporate Coordinator and/or the Director of QA.
• Support and collaborate with special studies in cooperation with the Quality Assurance Department. Assist QA Corporate Coordinator on BRC (GFSI) activities and Quality Projects
• Gluten Free (GFMS) certification preparation at plant level.
• Training employee/head department on Document Control Module and structural documentation at plant level.
• Support Internal Audits for both GFSI and GFMS
• Support on any other corporate QA/Operation Projects.

Qualifications and Experience:

• Bilingual ( English and Spanish)
• Experience on customer service or related field.
• Excellent communicator (verbal and written)