Sr. Customer Experience Specialist

Work is Sweet!'Quality without Compromise' is not just a motto at See’s Candies. It is the most important ingredient in our recipe for success. See’s Candies has been in business since 1921 and maintains a reputation for producing the highest quality candy and providing superior customer service.

See’s is a leader in the confectionery industry with over 250 retail shops across the USA, a growing e-commerce business, and expanding opportunities internationally. We are seeking friendly, enthusiastic individuals who are passionate about helping us grow and thrive in our second century.

Job Description

Summary:

The Customer Experience Specialist is responsible for initial customer contact and continuing coordination of all general and product liability claims. Handles and/or oversees See’s Candies response to customer inquiries relating to allergen and/or food safety questions, according to established guidelines and procedures. Coordinates customer notification process related to product recall, as needed. Handles all Level 1 and Level 2 coding of customer feedback cases to allow accurate and timely reporting required to identify customer experience trends and opportunities

The pay rate for this position at commencement of employment is $24.50 per hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.

Job Description:

Position Responsibilities:

Handles See’s customer correspondence relative to product quality concerns including communication with customers, Food Safety/Quality Assurance personnel, and See’s insurance carrier. Inputs level 2 coding daily and accurately to ensure coding is completed for monthly reporting.
2. Works with insurance carrier to provide all necessary information to ensure prompt resolution of all claims. Processes defective candy report paperwork to Food Safety/Quality Assurance and completes follow-up for internal records. Initiates and coordinates defective product return process from Shops and consumers as required.
3. Coordinates insurance company contacts to obtain additional information about claims and updates insurance contact information, as needed, and distributes to appropriate internal departments.
4. Prepares and processes general liability and Quality Assurance claims and coordinates with Food Safety/Quality Assurance and Procurement Department on insurance claims when vendors are involved.
5. Handles verbal and written responses to telephone comments, letters, adjustments, and emails in accordance with See’s approved format and content. Handles written customer notification process related to product recalls, according to See’s written recall procedures.
6. Handles all Level 1 and Level 2 coding of Salesforce customer feedback cases to ensure accurate and timely reporting of customer experience trends and opportunities.
7. Works through Customer Experience Manager to coordinate with Food Safety Quality Assurance (FSQA), Procurement, and Marketing on approved responses to customer questions and requests as needed. Ensures updates are transferred to appropriate response library and departments, as needed.
8. Communicates with other See’s departments to determine/facilitate timely resolution of customer questions, complaints, and comments.
9. Support seasonal staff by acting as a peer leader, providing guidance, and assisting with onboarding and training. Serve as a floor support resource, offering real-time assistance to agents.
10. Handles/assists with E-mail correspondence received via  Uses approved templates to compose and send apology communication and/or adjustments as requested by management.
11. Able to work with minimal direction in a highly…