Consumer Affairs Supervisor

McCormick Canada continues its long track record of growth and is a respected leader in the spice, seasoning, flavouring and specialty food industry.  Our consumer products division serves retail grocery customers and emerging channels with Club House, Billy Bee and McCormick products, while our Custom Flavour Solutions division serves food service distributors and other respected food manufacturers across Canada.  McCormick Canada is part of the world leader in spice and seasonings, McCormick & Company Inc.

The Power of People is one of our five pillars.  It has been the foundation for McCormick's success for decades.  There is something inspiring about working at McCormick.  We have created an unusually dedicated workforce by fostering a culture of respect, recognition, inclusion and collaboration based on the highest ethical values.  Without our employees, our success is not possible.  Our commitment to our customers, our consumers and our employees is unsurpassed. 

Position Overview

Supporting Consumer Affairs Manager including frontline supervision of all Consumer Affairs Specialists at Outsource partner or internal, including the oversight of sufficient staffing to achieve departmental goals including KPI's and providing coaching and feedback to all team members to enable them to exceed consumer expectations. Oversee relationships with key technology vendors to ensure outstanding support for Consumer Affairs. Oversee and be a part of Social Care Consumer Care team. Build visibility and value of department by supporting internal customers including QA, Marketing & Corporate. This position champions Canadian products and unique marketplace identity including bilingualism.  

Key Responsibilities

• Provide daily supervision, along with ongoing coaching, training and feedback to Consumer Affairs Team (external group) in order to achieve established individual and departmental goals. Deliver annual programme performance reviews. Work with third Party Vendor to ensure sufficient qualified, trained staff scheduling. Develops and delivers on-boarding and advanced training materials to CA team as well as ongoing calibrations and coaching to ensure high level care standards are achieved.
• Assists QA in investigating issues and solving complex problems, including researching alternatives and optimizing consumer satisfaction. Responds to escalated calls.
• Partners with the Group Director, Communications in establishing, planning and achieving dept goals. Ensures dept policies/procedures are correctly followed and uniformly applied. Develops and implements new departmental policies. Ensures CA team (external group) are informed.
• Provide insights to the business through the collection and reporting of qualitative and quantitative analysis from consumer inquiries and concerns that will enable improved communication and products for our consumers.
• Participates in the negotiation and selection of 3rd party vendors to enhance the CA effectiveness and broaden the reach to consumers. Leads CA departmental projects.
• Support the McCormick product brands, Marketing and the Digital Communication team.  Actively supports consumer response as part of the larger team.
• Responsible for CRM system management (Administration, Maintenance, Data Analytics, Process Improvement, and evolving technologies) . Ensure consistent, accurate and current product knowledge reference system for CA team. Manage formatted response catalogue to ensure highest quality standard of written communication in English and French.

Qualifications

• Bachelor’s Degree in Customer Service, Communications, Sales or Marketing
• 5 years professional customer service experience, including social media.
• Bilingual French/English (Professional Competency) is mandatory
• Knowledge of consumer needs, culinary/cooking techniques, and full portfolio of products.
• Knowledge of internal manufacturing and quality assurance processes, regulatory requirements, established consumer affairs procedures, and understanding of marketing and sales.
• Well versed in best practices for consumer response through a variety of touchpoints, including web-based platforms, text, social, etc.
• Familiar with CPG and Food Industry Peers for benchmarking, best practices and general business knowledge.
• Problem solving and investigation skills.  
• Must be able to communicate effectively with individuals at all levels.
• Must be able to respond to emerging issues/challenges in a professional manner.
• Handles most difficult consumer contacts, including potential legal issues.
• Ability to coach and develop team in a constructive manner.
• Promotes positive relationships and team dynamics.
• Daily interaction with outsource team (Supervisor and Members), consumers, and Technical Services.
• Frequent interaction with Marketing personnel, along with system vendors and outsourced partner operations as well as Quality Assurance/Regulatory.
• Work closely with QA to alert them to potential issues, as well as QA keeping us information of product or manufacturing issues.
• Functional Skills -Technical proficiency in contact management, and advanced technical skills in CRM management.
• Systems Skills- Knowledgeable in MS Word, Advanced Excel skills, PowerPoint, SAP.
• Interpersonal Skills- Ability to provide constructive feedback and handle difficult consumer issues. 

Throughout the selection process, accommodations for applicants with disabilities are available upon request.  Please notify H.R. if required.

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