Consumer Response Analyst

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• Posted on October 21, 2026

Showing 1 location

• On-site
• Quality Control Services
• Full-Time
• Requisition #: CONSU
  004716

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…