Consumer Relations Assistant (Contractor, Part-Time)

Position Overview

The Consumer Relations Assistant serves as a vital liaison between consumers and the brand, managing inquiries across multiple communication channels including email, phone, SMS, chat, social media, marketplaces, and websites. This role demands effective and empathetic communication, both written and verbal, alongside data entry skills and the ability to foster relationships with internal departments in a collaborative setting. The position reports to the Sr. Consumer Relations Manager.

Who You Are

You are a collaborative and open communicator who values teamwork and thrives in a supportive, people-centered environment. You understand the unique demands of customer service and are skilled at balancing efficiency with empathy to provide outstanding support. Your approach is proactive and solutions-focused, ensuring consumers and the team feel valued and understood.

Responsibilities

Consumer Relations Job Responsibilities & Duties (90% Responsibility)

• Monitor and manage 75 to 200+ consumer inquiries daily across all communication channels efficiently and effectively.
• Ensure continuous, consistent, and closed-loop communications with each contact.
• Complete all troubleshooting, research, follow-up, and required compensation before closing a conversation/ticket.
• Provide superior customer service, transforming complaints into satisfaction and reducing churn with win-back or retention strategies as outlined in Policies & Procedures.
• Accurately maintain records, communications, and required fields across all CR and company platforms.
• Execute 1:1 consumer communication using pre-determined shortcuts and snippets for consistent departmental messaging.
• Recommend and/or draft consumer communication as outlined in Policies & Procedures or in coordination with the Sr. Consumer Relations Manager.
• Provide thought leadership on behalf of consumers, offering foresight and feedback on decisions or actions that could impact consumers.
• Support consumer insight initiatives by bringing forward relevant "voice of consumer" learnings from consumer relations channels.
• Manage interim support resources and provide recommendations on support needs, scaling up or down based on business needs.
• Maintain Department and Individual KPIs:
  • CSAT (Customer Satisfaction Survey Score) of 3.5 or higher.
  • CR Audit Score of 80% or higher.
  • % First Contact Resolution of 80% or higher.
  • SLA’s (Service Level Achievements) of 80% or higher across all communication channels.
  • % Shortcuts used of 80% or higher.
  • Metrics are subject to change.

Cross-functional Teams Job Responsibilities & Duties (10% Responsibility)

• Collaborate with Operations, Quality, Marketing & Digital/DTC to investigate issues and research consumer inquiries, with a strong emphasis on Food Safety inquiries.
• Alert company departments responsible for issue resolution and monitor progress until final resolution.
• Monitor, report, act upon, and share weekly reporting from Kustomer and other CR-related platforms.
• Monitor and act upon courier reports to ensure DTC orders are delivered within Operational and in-transit SLAs.
• Attend cross-functional meetings with Operations, Marketing, Digital/DTC, and the Company.
• Remain knowledgeable of innovation and company initiatives.
• Proactively and urgently contact consumers with delayed deliveries to prevent any Food Safety or product integrity issues.
• Perform account maintenance.
• Undertake other tasks as requested or required to meet business/departmental needs.

Requirements

• 5 years of consumer relations call center experience is ideal, particularly within the food/beverage industry and/or natural product industry.
• Availability to work Central Time hours (7:30 am CST – 4:30 pm CST), including Saturdays and Sundays. Additional hours may be required as needed.
• Availability to work a minimum of eight hours per week.