The Consumer Affairs Representative serves as the primary liaison between consumers and the organization, delivering best-in-class service while protecting brand integrity and supporting business objectives. This role is responsible for managing consumer inquiries, complaints, and feedback across multiple channels, providing accurate product information, and escalating complex issues as appropriate. The ideal candidate combines strong communication skills, attention to detail and a solution-oriented mindset to ensure a superior consumer experience while contributing to the operational efficiency and continuous process improvement. Job Functions Consumer Engagement Serve as the first point of contact for consumers via phone, chat, and email, providing accurate information about product attributes, ingredients, functionality, and usage Resolve inquiries efficiently, balancing speed, accuracy and consumer satisfaction, while adhering to approved workflows, scripts, and escalation paths. Monitor and respond to consumer feedback across multiple platforms, including BBB, CSAT surveys, etc. ensuring timely, compliant, and brand-aligned responses. Identify opportunities for proactive engagement and service recovery to enhance the consumer experience and protect brand reputation Complaint Management & Risk Mitigation Document and manage all consumer complaints, escalating to manufacturing, quality and leadership per internal process requirements and guidelines Follow regulatory, quality and safety guidelines for complaint handling, ensuring accurate, complete and timely documentation. Escalate high-risk, sensitive, or potentially reputational issues, applying sound judgement and adhering to company SOPs Operational Excellence Utilize systems such as SAP, Freshdesk and Meridian to manage consumer inquiries, track complaints, and maintain data integrity Support DTC operations, including order inquiries, investigation, troubleshooting and trend analysis Participate in cross-functional projects, ad hoc reporting, and operational improvements initiatives to enhance efficiency and service quality. Maintain up-to-date knowledge of existing and innovation product through education training modules and team resources. Process & Continuous Improvement Contribute to the development, refinement and implementation of SOPs and workflows to standardize processes, enhance compliance, and drive operational excellence. Identify patterns in consumer inquiries or complaints and escalate insights for process, product, or policy improvements. Apply feedback, coaching, and lessons learned to continuously improve personal and team performance. Collaboration & Stakeholder Engagement Build and maintain strong relationships with internal stakeholders, including Quality, Manufacturing, Marketing and DTC teams, to ensure timely resolution of consumer issues Support issue and crisis response efforts as directed by leadership Act as a trusted partner to help maintain business continuity and protect brand integrity across all touchpoints Knowledge, Skills and Abilities: Strong attention to detail, organization and thoroughness Exceptional written and verbal communication and active listening skills Proficient in Microsoft Office (outlook); familiarity with SAP, Business Objects and Ticketing Systems such as Freshdesk, preferred. Solution-oriented mindset; able to anticipate issues, implement corrective actions and escalate when appropriate. Demonstrates teamwork, flexibility, and readiness to support Maintains confidentiality and integrity when handling sensitive or high-risk information. Decision Making/ Problem Solving: Applies independent judgement within defined authority levels to resolve consumer inquiries, manage complaints and protect brand reputation. Presents insights and elevates business or operational issues identified through consumer feedback Supports the creation and implementation of SOPs, workflows and risk mitigation strategies. Education/ Experience: Bachelor’s degree or commiserate work experience One to three years of relevant work experience Experience in the health & wellness industry or CPG industry a plus Strong written and verbal communication (bilingual is a plus) Must be able to handle stressful situations and have high-level problem-solving skills Disclaimer This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with the particular job. It is intended only to be a general description of the essential functions common to positions of this type. At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. At Glanbia our culture will celebrate individuality, knowing that together we are more. Nearest Major Market: Chicago