Customer Support Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES. 

1. Receives, documents, and responds to product incident concerns for all U.S. customer accounts, including McDonald's and other key customers. Solicits and provides all required details for proper documentation. Negotiates credit issuance and denials based on investigative results. Communicates with third-party consumers to mitigate consumer concerns and uses discretion to compensate for customer dissatisfaction.
2. 2.  Serves as the primary resource for communication with customer representatives, including distribution centers, owner/operators, and Lopez Dorada personnel (Corporate QA, Supplier Quality Support, plant personnel). Actively listens to customer concerns and shares detailed product knowledge with customer representatives (when appropriate). Collaborates with Quality Assurance personnel along with other key internal stakeholders (plant personnel, Supplier Quality Support team) to ensure that timely and accurate information is received to evaluate all claims. Ensure that customer-prescribed procedures for claim incidents are followed.
3. Facilitates retrieval of objects associated with company products for examination by Quality Assurance personnel. Collaborate with Quality Assurance personnel along with other key internal stakeholders (plant personnel, Supplier Quality Support team) to ensure that timely and accurate investigations are performed on object-related incidents. Reviews examination reports for proper documentation and follows up with the customer as required.
4. Proactively monitors for repetitive customer complaints to advise facilities in a timely manner. Tracks, identifies, and communicates detailed information on critical incidents and complaint trends, and reports such information to appropriate Lopez Dorada personnel.
5. Actively participate in the development, implementation, and communication of the Lopez Dorada strategic initiatives and plans.
6. The Director will support the continued growth and development of their direct or dotted line reports and mentoring necessary to provide a strong platform from which to promote.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or experience

1. A High School Diploma is required; an Associate's Degree or higher is preferred.
2. At least 2 years of experience handling corporate and end-user (consumer) complaints, with a demonstrated ability to work successfully with a wide variety of personalities in difficult situations.
3. Experience working with databases, business analytics tools along with strong Microsoft platform skills, is preferred. Demonstrated emotional intelligence, interpersonal skills, and time management skills are required.

Certificates, licenses, registrations

1. None required for this position.