Consumer Affairs Representative

Consumer Affairs Representative

Immediate Hiring for an experienced Consumer Affairs Representative at Glanbia Performance Nutrition! Glanbia is a global nutrition company dedicated to providing better nutrition for every step of life's journey. Using pure and clean ingredients such as milk, whey, and grains, Glanbia creates high-quality nutritional ingredients and branded consumer products for customers and consumers worldwide. Glanbia Performance Nutrition (GPN), headquartered in Downers Grove, Illinois, is a wholly owned subsidiary of Glanbia.

Our brand portfolio includes Optimum Nutrition, BSN, Isopure, Think!, Nutramino, Body & Fit, Levl Up, Amazing Grass, and Slim Fast. We manufacture and market a full range of performance and lifestyle nutrition products sold across retail, online, gyms, and global markets. GPN operates state-of-the-art facilities with more than 2,500 employees worldwide and is part of Glanbia plc, a global nutrition group with over 6,000 employees in 34 countries.

Compensation for roles at Glanbia varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience. Glanbia provides a reasonable range of compensation for roles that may be hired in Illinois. This range may not be applicable to other locations. The hourly rate for Illinois based employees for this role is $ per hour, dependent upon experience.

Benefits Include:
Medical, Dental, Vision, Prescription Drug Coverage, FSA, HSA, Life & Disability Insurance, 19 Days Paid Time Off and 6% 401K match!

Schedule 8:30am-5:00pm M-F

The Consumer Affairs Representative serves as the primary liaison between consumers and the organization, delivering best-in-class service while protecting brand integrity and supporting business objectives. This role is responsible for managing consumer inquiries, complaints, and feedback across multiple channels, providing accurate product information, and escalating complex issues as appropriate.

• Consumer Engagement
  • Serve as the first point of contact for consumers via phone, chat, and email, providing accurate information about product attributes, ingredients, functionality, and usage
  • Resolve inquiries efficiently, balancing speed, accuracy and consumer satisfaction, while adhering to approved workflows, scripts, and escalation paths.
  • Monitor and respond to consumer feedback across multiple platforms, including BBB, CSAT surveys, etc. ensuring timely, compliant, and brand-aligned responses.
  • Identify opportunities for proactive engagement and service recovery to enhance the consumer experience and protect brand reputation
• Complaint Management & Risk Mitigation
  • Document and manage all consumer complaints, escalating to manufacturing, quality and leadership per internal process requirements and guidelines
  • Follow regulatory, quality and safety guidelines for complaint handling, ensuring accurate, complete and timely documentation.
  • Escalate high-risk, sensitive, or potentially reputational issues, applying sound judgement and adhering to company SOPs
• Operational Excellence
  • Utilize systems such as SAP, Freshdesk and Meridian to manage consumer inquiries, track complaints, and maintain data integrity
  • Support DTC operations, including order inquiries, investigation, troubleshooting and trend analysis
  • Participate in cross-functional projects, ad hoc reporting, and operational improvements initiatives to enhance efficiency and service quality
  • Maintain up-to-date knowledge of existing and innovation product through education training modules and team resources
• Process & Continuous Improvement
  • Contribute to the development, refinement and implementation of SOPs and workflows to standardize processes, enhance compliance, and drive operational excellence
  • Identify patterns in consumer inquiries or complaints and escalate insights for process, product, or policy improvements
  • Apply feedback, coaching, and lessons learned to continuously improve personal and team performance
• Collaboration & Stakeholder Engagement
  • Build and maintain strong relationships with internal stakeholders, including Quality, Manufacturing, Marketing and DTC teams, to ensure timely resolution of consumer issues
  • Support issue and crisis response efforts as directed by leadership
  • Act as a trusted partner to help maintain business continuity and protect brand integrity across all touchpoints

Strong attention to detail, organization and thoroughness. Exceptional written and verbal communication and active listening skills. Proficient in Microsoft Office (outlook); familiarity with SAP, Business Objects and Ticketing Systems such as Freshdesk, preferred. Solution-oriented mindset; able to anticipate issues, implement corrective actions and escalate when appropriate. Demonstrates teamwork, flexibility, and readiness to support. Maintains confidentiality and integrity when handling sensitive or high-risk information.

Decision Making/ Problem…