Customer Service Coordinator- Consumer Affair

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Position Summary

The Consumer Affairs & Customer Service Coordinator serves as the primary liaison between the company and its consumers and customers, ensuring that all inquiries, complaints, and feedback are handled promptly, professionally, and in alignment with company policies and values. This role plays a critical part in maintaining consumer & customer satisfaction, protecting brand reputation, and supporting continuous improvement initiatives through effective communication and issue resolution. This person will consistently and proactively work to maximize the value of Summit Hill to drive EBITDA growth and champion the HPWP culture.

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Key Responsibilities

• Respond to consumer inquiries, complaints, and feedback received via phone, email, and website.
• Investigate and resolve consumer issues related to product quality.
• Document all cases accurately and ensure timely follow-up.
• Maintain professionalism and empathy when dealing with escalated or sensitive consumer issues.
• Sending coupons or replacements for damaged products
• Communicate consumer insights and trends to internal stakeholders to support process and product improvements.
• Track and report on key performance metrics such as response time, resolution rate, and consumer satisfaction.
• Customer order entry and management.
• Proactively supporting the customer service team when another team member is out.

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Cross Functional Collaboration

• Collaborate with Quality Assurance, Sales, Operations, and Marketing teams to address product-related concerns and identify root causes.
• Partner with the Transportation Team to track orders going to the customer.
• Work with the Accounts receivable Team and the Pricing Team to solve returns and pricing discrepancy in customer orders.
• Work with the Regulatory Team and Quality Assurance Team for necessary documentation requests from the customer.

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Working Conditions

Work is generally sedentary in a quiet office environment. Dealing with less than cooperative consumers can be expected.

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Essential Skills

• Customer Focus
• Empathy and Professionalism
• Accountability and Integrity
• Team Collaboration
• Adaptability and Initiative
• High school diploma or equivalent is required
• Experience in the Customer Service field is required
• SAP experience is a plus