Consumer Relations Analyst II

FRESH. FORWARD. FLOWERS.

Flowers Foods, Inc. (NYSE:FLO) is not just about baking; it's about crafting moments of joy with every delicious bite. With 2024 sales of $5.1 billion, and as one of the leading producers of packaged bakery goods in the United States, Flowers Foods brings passion to the table. From the wholesome goodness of Nature's Own and Wonder to the bold and artisanal flavors of Dave's Killer Bread, the rustic goodness of Canyon Bakehouse, and the sweet delights of Tastykake, each product is a celebration of taste and quality.

Beyond the oven, Flowers Foods fosters a culture that values and reflects

Honesty & Integrity, Respect & Inclusion, Sustainability, Passion, and Humility.

With a commitment to innovation and a recipe for success, Flowers Foods is more than a bakery - it's a delightful journey into the heart of flavor and community.

• Comprehensive health and medical benefits
• 401(k) Retirement savings plan
• Professional growth and leadership training
• Paid vacation, holidays, and parental leave

Benefits may vary depending on your work location.

The Consumer Relations Analyst II is responsible for the appropriate handling of all consumer contacts including the initiation, investigation, documentation, and closure of consumer issues though all levels of the response chain-from corporate to plant level.

Duties include:

responsible for front-line communication with consumer via phone calls, letters, and emails, providing leadership direction on consumer issues and possible product liability, and overseeing the consumer 1‑800 number. Responsible for maintaining the Emplifi Consumer Database, including entry of consumer issues, generation of reports, and recommendation of updates and improvements. The Consumer Relations Analyst II serves as the primary liaison between consumer, sales, manufacturing, quality control, customer service, and risk management departments at corporate and plant management, concern coordinators, and quality control personnel on consumer issues.

This position requires constant interaction with the work group and other departments throughout the company.

• Ensures that Consumer Relations guidelines and policies are implemented and followed.
• Manages daily operation of Emplifi Consumer Database. Assists in developing and implementing database recovery plans and procedures as well as updates and improvements. Collaborates with internal and external resources to assure integrity of database.
• Ensures that standard, company‑approved responses are used and that all consumer relations contacts with consumers are friendly and effectively communicate Flowers Foods' position.
• Ensures that consumer inquiries are responded to in a timely manner.
• Assists the plant concern coordinators with the proper treatment of concerns and with the entering and closing of concerns as appropriate.
• Acts as a goodwill ambassador for Flowers Foods and its subsidiaries when dealing with consumer.
• Stays current on consumer issues and trends and on the best practices in consumer responses to ensure that Flowers' consumer relations department and its consumer database are operating in the best and most efficient way.
• Develops and produces key tracking reports by plant, product, and type of complaint.
• Tests and evaluates new releases and upgrades of the consumer database and recommends enhancements.
• Monitors consumer responses to new products and changes in existing products and establishes appropriate responses, through coordination with the communications department.
• Communicates consumer responses through appropriate, established channels.
• Verifies and processes consumer claims for reimbursement of product when appropriate.
• Works with outside insurance company and risk management on product liability issues.
• Communicates effectively with customer service, sales, marketing, sales, concern coordinators, quality control, risk management, insurance administrator, and senior management.
• Works with other members of management to identify needs and train internal and/or temporary personnel on system capabilities and functions when necessary.
• Performs other duties as directed by supervisor.
• Practices and complies with all Company policies and procedures (including EEO, Harassment, Safety, Sarbanes Oxley, etc.)
• Performs other duties that are deemed by management to be an integral part of the job, including but not limited to…