Consumer Relations Representative

Position Summary

The Consumer Relations Representative serves as a primary point of contact for consumers, delivering exceptional customer service and support across multiple communication channels. This role is responsible for addressing inquiries, processing orders, resolving concerns, and collaborating with internal departments to ensure a positive customer experience. 

Key Responsibilities

Consumer Communications & Customer Support

• Respond to consumer inquiries received through telephone, email, mail, website contact forms, and other approved communication channels.
• Provide accurate information regarding products, product usage and care, availability, promotions, and company services to consumers throughout the United States and Canada.

Order Processing & Sales Support

• Receive, enter, process, and monitor consumer orders in accordance with established procedures and service standards.
• Educate consumers on available products, promotions, and special offers, recommending appropriate solutions based on customer needs.
• Coordinate order status inquiries, fulfillment issues, product replacements, refunds, and delivery concerns with appropriate internal teams.
• Maintain accurate order records and supporting documentation within company systems.

Issue Resolution & Escalation Management

• Research and resolve product, service, order, and general consumer concerns using approved policies, procedures, and available resources.
• Prepare clear, accurate, and professional written correspondence, including follow-up communications and customer response letters.
• Identify situations requiring escalation and promptly communicate recurring issues, product quality concerns, safety matters, privacy issues, legal or regulatory risks, and reputation-related concerns to management.
• Coordinate with internal departments and external resources, when appropriate, to facilitate timely and effective issue resolution.

Qualifications

• Strong customer service and communication skills, both verbal and written.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with order management, customer service, and CRM systems.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work collaboratively across departments and levels of the organization.

Full Time Opportunity, Monday-Friday

8-5pm

Please call 727-712-0607 and ask for Stephanie