Consumer Response Analyst

Maryland & Virginia Milk; Herndon (VA); On-site; USD 72,000 - 75,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401(k) with employer match

Life Insurance

Paid time off

Job summary

Maola Local Dairies in Herndon, VA is seeking a Consumer Response Analyst to manage consumer inquiries, complaints, and feedback. You will investigate issues, identify trends, and provide actionable insights to Quality, Operations, Sales, Marketing, and Customer Service teams to improve the consumer experience.

The role requires Excel and reporting tool proficiency (Power BI/Tableau), CRM experience, and strong communication.

Qualifications

• 2 years of experience in consumer affairs or data analysis
• Bachelor's degree preferred in a related field
• Experience in food, dairy, CPG, or retail environments preferred

Responsibilities

• Respond to and document consumer inquiries and feedback
• Prepare and mail written responses and compensation
• Investigate concerns with internal departments
• Maintain records in CRM systems
• Analyze data to identify trends and improvements
• Prepare reports and dashboards on feedback metrics
• Track KPIs such as response times and resolution rates
• Assist with recalls or investigations as needed

Skills

Excel

Power BI

Tableau

CRM systems

Data analysis

Communication

Education

Bachelor's degree

High school diploma or GED

Tools

CRM systems

Reporting tools

Job description

Title: Consumer Response Analyst

Job Category: Quality Control Services

Requisition Number: CONSU004716

Job Type: Full-Time

Herndon, VA, 20171, United States

Description

Why you will love working at Maola:

• Built on over a century of dedication, Maola is always looking ahead—investing in our people, strengthening our communities, and securing fresh, local dairy for the future.
• Join a farmer-owned cooperative rooted in integrity, sustainability, and a passion for providing fresh, high-quality Maola dairy products.
• We prioritize your well-being with competitive pay and a comprehensive benefits package, including Medical, Dental, Vision, 401(k) with employer match, Life Insurance, paid time off, and more—available within your first month.
• Our employees are an integral part of who we are — what you do and what you think matters.

Starting Annual Salary Range: $72,000 - $75,000

SUMMARY

The Consumer Response Analyst serves as the primary point of analysis for consumer contacts, including inquiries, complaints, compliments, and product concerns. This role investigates consumer issues, identifies trends, provides actionable insights, and collaborates with Quality, Operations, Sales, Marketing, and Customer Service teams to enhance the consumer experience and support continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Respond to and document consumer inquiries, complaints, and feedback received through phone, email, social media, and other communication channels.
• Prepare and coordinate the timely mailing of written consumer responses, coupons, and other approved compensation, ensuring accuracy, appropriate authorization, and documentation in the applicable consumer case record.
• Investigate consumer concerns by gathering information and coordinating with internal departments.
• Maintain accurate records of consumer interactions in customer relationship management (CRM) systems.
• Analyze consumer data to identify trends, recurring issues, and potential product or service improvements.
• Prepare regular reports and dashboards on consumer feedback metrics.
• Monitor and coordinate multiple active consumer cases concurrently, prioritizing urgent matters and managing communications, internal requests, deadlines, and follow-up activities across channels and systems to ensure timely and satisfactory outcomes.
• Collaborate with Quality Assurance, Manufacturing, Marketing, and Customer Service teams to address consumer concerns and corrective actions.
• Track and report key performance indicators (KPIs), such as response times, complaint volume, resolution rates, and satisfaction scores.
• Assist with product recalls, market withdrawals, or other consumer-related investigations as needed.
• Recommend process improvements based on consumer insights and industry best practices.
• Ensure compliance with company policies and applicable regulatory requirements.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to remain calm, professional, and empathetic during difficult or emotionally charged consumer interactions; skilled in active listening, de-escalation, and setting clear expectations while working toward an appropriate resolution.
• Excellent verbal and written communication skills, including the ability to convey complex or sensitive information clearly, tactfully, and consistently across phone, email, social media, and other communication channels.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Excel, Power BI, Tableau, or similar reporting tools.
• Experience using CRM systems and consumer feedback platforms.
• Ability to manage multiple priorities and meet deadlines.
• Strong attention to detail and data accuracy.
• Ability to identify trends and present actionable recommendations.

BASIC REQUIREMENTS

• 2 years of experience in consumer affairs, customer service, quality assurance, market research, data analysis, or a related field.
• High school diploma, General Educational Development (GED) certificate, or international equivalent.
• Bachelor's degree in Quality, Business, Marketing, Communications, Consumer Affairs, Statistics, or a related field preferred.
• Experience in food, beverage, dairy, consumer packaged goods (CPG), manufacturing, or retail environments preferred.

COMPETENCIES

• Communication
  • Communicate clearly and effectively through multiple channels oral, written, visual, and non-verbal ensuring our messages are understood and delivered appropriately, whether in-person or digitally.
• Accountability
  • Take responsibility for actions and anticipate challenges before they arise.
  • Solve problems both within and outside of departments, proactively addressing issues as they occur.
• Customer Focused
  • Prioritize understanding and meeting both internal and external customer needs.
  • Ensure high levels of satisfaction and loyalty by anticipating customer requirements and striving for exceptional service.
• Initiative
  • Proactive in identifying opportunities and addressing potential threats.
  • Act independently and decisively, rather than waiting for situations to demand action.
• Problem-Solving
  • Possess the ability to identify and address complex issues with minimal guidance.
  • Skilled at analyzing challenges and finding practical, effective solutions.
• Collaboration
  • Take responsibility for deliverables while also supporting others to ensure that collective goals are met.
  • Able to work harmoniously with others toward a common goal, recognizing and valuing each person's contributing, is fundamental to successful collaboration.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; talk and hear. The employee is frequently required to stand and walk. Specific vision abilities required by this job include close vision for computer work and ability to adjust focus. The employee may occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The individual would encounter normal office environmental conditions.
• The noise level for the work environment would be considered in the moderate range (example: computers, printers, light traffic).

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Maola Local Dairies® is a farmer-owned cooperative committed to its local farm families and to producing high-quality, nutritious dairy products. Founded in 1920, Maola processes and delivers your favorite milk, cream, and dairy products to families, schools, and communities while investing in quality, innovation, and sustainability across its farms and supply chain. Learn more at www.maolamilk.com.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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