Consumer Affairs Account Specialist

About Us

Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, food service, and e-commerce channels.

Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent, cutting-edge equipment, and a vertically integrated supply chain, we drive innovation and consistently deliver the highest quality products to our customers-first and fast.

Our brand portfolio includes Victor Allen s, Dutch Bros beverages and Nurri, our better-for-you protein beverage line. We are passionate about beverages - and about building a team that s just as energized. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings.

The Consumer Affairs Account Specialist serves as the primary point of contact for all consumer-facing inquiries received through Zendesk, Mod Squad, brand websites, and other communication channels. This role ensures every consumer interaction reflects Trilliant s commitment to quality, care, and brand integrity.

The Account Specialist is responsible for managing and responding to escalated consumer complaints, inquiries, and product feedback in partnership with QA, Regulatory, Legal, and Marketing ensuring all responses are timely, empathetic, and compliant.

This position acts as the voice of the consumer within Trilliant, identifying trends, sharing insights, and helping drive continuous improvement in both product and service performance.

• Consumer Response Management:
  Manage and monitor all inbound consumer inquiries through Zendesk, ensuring accurate categorization, documentation, and timely resolution per defined SLAs.
• Craft clear, empathetic, and professional responses to consumers, translating technical or regulatory language from QA/Legal into consumer-friendly communication.
• Escalate complex or sensitive issues (e.g., potential illness reports, product quality concerns, recalls) promptly to QA and Regulatory for review and validation.
• Maintain ownership of all active tickets to ensure consistent follow-through and closure.

• Cross-Functional Collaboration:
  
  Partner with QA and Regulatory to ensure technical accuracy, compliance, and root-cause alignment in all consumer communications.
• Collaborate with Marketing and Social Media teams to maintain brand consistency and escalation alignment across all consumer touchpoints.
• Work closely with Data & Analytics teams to track complaint volume, category trends, and emerging quality or service issues.
• Provide feedback and insights to drive product improvements, SOP enhancements, and proactive consumer experience strategies.

• Reporting & Continuous Improvement:
  Maintain accurate and complete records in Zendesk, ensuring data integrity across all platforms.
• Identify workflow optimization opportunities to reduce response time and improve consumer satisfaction.
• Support the creation and refinement of standardized SOPs, response templates, and escalation procedures.
• Contribute data and insights to quarterly reviews and customer experience reporting dashboards.

• Bachelor s degree in Business, Communications, Food Science, or related field.
• 2-4 years of experience in Customer Service, Consumer Affairs, or Quality Support within a CPG, food, or beverage manufacturing environment.
• Strong written communication skills with the ability to translate technical or regulatory information into clear, consumer-appropriate language.
• Hands-on experience with Zendesk (or comparable CRM/ticketing system) for case management.
• Proven ability to manage competing priorities while maintaining professionalism, empathy, and accuracy.
• Familiarity with QA/Regulatory processes such as complaint handling, traceability, and CAPA preferred.
• Proficiency in Microsoft 365 (Excel, Outlook, Teams, SharePoint).
• Prior experience collaborating with cross-functional teams in QA, Regulatory, or Marketing.
• Background in consumer-packaged goods (CPG), food, or beverage industry.
• Empathy & Consumer Advocacy:
  Champions the consumer s voice across all functions.
• Professional Communication:
  Communicates clearly and compassionately with both consumers and internal partners.
• Collaboration:
  
  Builds strong cross-functional partnerships to ensure quick and accurate issue resolution.
• Accountability:
  Takes ownership of outcomes, meeting deadlines and service-level expectations.
• Attention to Detail:
  Maintains accuracy in documentation and communication, even under pressure.
• Adaptability:
  Excels in a fast-paced, evolving environment.
• Consistently meets or exceeds consumer response SLAs.
• Demonstrates improvement in consumer satisfaction and sentiment metrics.
• Ensures…