Consumer Care Coordinator

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Full Time Norcross, GA, US

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Summary:

The Consumer Care & QMS Assistant is responsible for the effective handling of all issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.

• Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.
• Primary contact with Food Service Sales representatives /customers regarding quality issues.
• Responsible for following up with the QA Managers/Plant Managers from Ole’s facilities to ensure consumer issues are effectively addressed.
• Quality Issues Website administration
• Update products list and other QA catalogs
• Follow up with IT on Quality Web improvements
• Quality Issues reports to Ole Mexican Foods Weekly and Monthly Reports to Retail & Food Service
• Responsible on following up with any complaint with Claim Adjuster Services (CAS).
• Training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.)
• Create, prepare QA Food Safety newsletter monthly and distribute internally.
• Send complaint samples to External laboratory for analysis and/or identification. If needed.
• Follow up with consumers on all issues received (phone, email, regular mail, website, social media)
• Partner with QA Managers for any customer system new accounts setting.
• Assist on Customer Requirements and Customer Specifications Management System.
• Assist on Raw Materials and Finished Product Specifications Central Database.
• Assist and maintain Document Control Module System.
• Assist on collecting data, data entry information into all customer’s portal web bases.
• Assist on the bi-annual FDA’s registration for all Ole’s facilities.
• Assist in other tasks as required by the QA Corporate Coordinator and/or the Director of QA.
• Support and collaborate with special studies in cooperation with the Quality Assurance Department. Assist QA Corporate Coordinator on BRC (GFSI) activities and Quality Projects
• Gluten Free (GFMS) certification preparation at plant level.
• Training employee/head department on Document Control Module and structural documentation at plant level.
• Support Internal Audits for both GFSI and GFMS
• Support on any other corporate QA/Operation Projects.

• Bilingual ( English and Spanish)
• Experience on customer service or related field.
• Excellent communicator (verbal and written)