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Consumer Affairs Product Compliance Coordinator

POSITION OVERVIEW
Our client is the leader in their marketplace within the Consumer Products industry. This position will be based at our client's global headquarters near Burr Ridge, IL. Qualified candidates must currently reside in the Chicagoland area because relocation is not authorized for this position. This is an outstanding opportunity for someone from the Consumer Products industry who meets the below mentioned criteria and is prepared to work effectively as a Consumer Affairs Product Compliance Coordinator for a well-known, market leading brand. Our client offers a competitive compensation and benefits package.
POSITION DUTIES
The Consumer Affairs Product Compliance Coordinator is responsible for administration of alleged property damage claims, managing partnership of third-party call center and activities, providing resolutions for escalated consumer complaints and reporting on the 'voice of the consumer' as determined through statistical analysis. Serves as key liaison for the call center and their teams to provide a branded experience for consumers. Provides a proactive interpretation of emerging trends of product issues detected through consumer affairs. Other key duties include:
Learns and maintains a strong knowledge of brand and product information, product descriptions, applications and uses in order to educate consumers to promote proper and optimum use of products.
Research, adjust and negotiate alleged damage claims handled in-house or assist insurance rep. with these functions when handled externally.
Work closely with legal counsel and insurance representation regarding alleged damage, personal injury claims and make recommendations to resolve litigations.
Manage partnership with call center: Assess call center activities, work with call center management to resolve service quality issues and facilitate script updates.
Analyze information from claims data, call center data, consumer correspondence data and other data. Give visibility to trends/issues and make recommendations based on findings.
Collaborate with Quality and Research teams to resolve technical issues that result in damage.
Maintain an electronic record of damage claims and consumer correspondence; keep written claim files in accordance with standard claim handling practices.
Respond to and resolve issues from consumers escalated by the call center ensuring a quality experience by providing friendly, professional service.
Process requests for refunds, replacements, or promotional items.
Manage Over Short & Damage (OSD) claims recovery process for Third Party Logistics (3PL) and retail customers through OSD claims tracking portal.
Order support administration for e-commerce.
Utilize web based application to manage and respond to consumer questions/comments
POSITION REQUIREMENTS
AICPCU Associate in Claims designation combined with 3+ years of administrative and consumer relations experience from a Consumer Packaged Goods (CPG) company
Associate's degree preferred
Must have extensive communication and people skills both verbally and in writing
Must demonstrate problem solving and judgment skills in order to resolve consumer issues responsibly and completely
Ability to be patient and empathetic to consumers concerns and to act responsibly
Experience with web based platform for consumer feedback, Bazaarvoice a plus
Valid driver's license
Advanced skills in MS Excel and Access; Access programming experience preferred
Intermediate skills is MS Word and PowerPoint
Intermediate understanding of statistics
Strong organizational skills
Some experience with Continuous Improvement methodologies is desired

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