Consumer Relations Analyst II

Summary

Flowers Foods is a leading producer of packaged bakery goods in the United States, offering brands including Nature's Own, Wonder, Dave's Killer Bread, Canyon Bakehouse, and Tastykake. The Consumer Relations Analyst II manages consumer contacts and issues from initiation through closure, maintains the Emplifi Consumer Database, and coordinates consumer-related matters among corporate, plant, quality, customer service, sales, manufacturing, and risk management teams.

Responsibilities

• 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 fulfillment of work schedules, adherence to attendance policies, and practicing and complying with all Company operating rules, policies and procedures

Skills

• • Five or more years of experience in consumer foods industry
• • Must possess effective and diplomatic written and oral communication skills
• • Maturity, stability, and judgment in dealing with difficult situations involving consumers
• • Strong knowledge of consumer contact data base systems, database reporting tools and personal computer operations
• • Intermediate to advanced software skills, to include Excel, Word, Lotus Notes, Power Point
• • Possesses analytical/problem solving aptitude
• • Company product, procedures and systems knowledge a plus
• • SAP preferred
• • Bachelor's degree in Marketing, Business, English, or Communications preferred; or equivalent years of experience

Qualifications

Must Haves

• • Five or more years of experience in consumer foods industry
• • Must possess effective and diplomatic written and oral communication skills
• • Maturity, stability, and judgment in dealing with difficult situations involving consumers
• • Strong knowledge of consumer contact data base systems, database reporting tools and personal computer operations
• • Intermediate to advanced software skills, to include Excel, Word, Lotus Notes, Power Point
• • Possesses analytical/problem solving aptitude
• • Company product, procedures and systems knowledge a plus

Nice to Haves

• • SAP preferred
• • Bachelor's degree in Marketing, Business, English, or Communications preferred; or equivalent years of experience

Benefits

• For full-time employees: Comprehensive health and medical benefits
• For full-time employees: 401(k) Retirement savings plan
• For full-time employees: Professional growth and leadership training
• For full-time employees: Paid vacation, holidays, and parental leave