Global Consumer Escalation Specialist

Work Setup: Fully Remote

Location: Makati, Metro Manila, Philippines

Summary:

The Global Consumer Relations Escalations Specialist oversees and manages serious, sensitive, and health-related issues. These may include reports of alleged illness or allergic reactions, threats from media or the FDA, and quality issues, as well as health-related concerns such as bio-engineering, theobromide, and gluten. Resolving these escalated situations requires collaboration with various departments, including Quality & Regulatory Compliance, Product Developers, Nutrition, Legal, Sales, Corporate Communication, and Corporate Security. This role involves close coordination with the third-party contact center and after-hours provider to ensure that escalated and sensitive contacts are handled according to our standard operating procedures.
The Global Consumer Relations Escalations Specialist, is the subject matter expert (SME) in all serious, escalated, claim, and quality-related cases. As the SME, this individual plays a significant role in developing escalation responses, calling consumers, and handling processes to uphold Consumer Response operational standards by adhering to established business rules. 

Major Duties/Responsibilities:

Contact Supervision and Handling (60%)

• Supervises the handling of escalated and claim contacts, yet personally handles government agencies (e.g., FDA, CFIA, BBB), law enforcement contacts, allergen in product/line/plant requests, and tampering complaints. Recognizes the urgency and sensitivity behind these situations and works closely with leaders of Quality, Public Relations, Nutrition, Legal,  Sales, Corporate Communications, and Security teams to develop necessary resolutions. Using proven experience and knowledge of the business provides direction to contact center supervisors and peers. Researches the details of escalated issues to determine the best course of action.

Providing Direction via Digital Knowledgebase (10%)

• Updates the digital knowledgebase with response strategies for hot topics.

• Collects pertinent product information from constituents (e.g., Marketing, Nutrition, and Quality teams) and uploads the information into the digital knowledgebase.

Coaching and Mentoring (30%)

• SME – provides ongoing support to outsource providers and internal team members. Acts as the go-to person for internal stakeholders regarding CR handling of quality, ingredient, nutritional, allergen, serious, and sensitive issues.

• Acts as backup for Manager, Global Consumer Relations, and participates in all product recall activities involving consumers. 

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities:  

The preferred, successful candidate will have

•    Proven experience in consumer relations or a similar role, particularly in managing escalations or sensitive consumer issues.
•    Excellent communication skills, both written and verbal, with the ability to engage effectively across multiple departments.
•    Strong analytical skills and attention to detail.
•    Experience working with regulatory compliance and quality assurance teams is highly desirable.
•    A solid understanding of product development processes, nutrition, and legal considerations in the consumer goods industry. 
•    Ability to work under pressure and manage multiple issues simultaneously.
•    Ability to make decisions based on company and consumer demands. 
•    Good judgment
•    Ability to work independently and in teams
•    Flexibility
•    Strong reading comprehension
•    Organizational skills
•    Business Acumen 

Minimum Education and Experience Requirements:

Education: Bachelor’s Degree required, in Communications, PR, English, Marketing or other related field

Experience:

• Must have at least 5 years of experience in a related field.
• Experience dealing with customers, distributors, consumers, quality, marketing, or sales teams.
• Amenable to a pure night shift schedule (8PM to 5AM)