Consumer Care Coordinator - Norcross, GA

At Ole, our mission is to produce the finest Authentic Mexican inspired products with an unwavering commitment to quality and freshness. We believe that holding a seat at your dinner table is the ultimate compliment, and we strive to help families create wholesome, fun, and authentic eating experiences.

Position Summary:

The Consumer Care & QMS Assistant is responsible for the effective handling of all issues that come from Consumers and Customers through the Consumer Care Corporate Quality System.

Job Title: Consumer Care & QMS Assistant 

Reports to: QA Corporate Coordinator

Location: Onsite in Norcross, GA

Role Responsibilities:

• Primary contact with consumers to ensure their feedback regarding Ole Mexican Foods products is properly addressed.

 • Primary contact with Food Service Sales representatives /customers regarding quality issues.

 • Responsible for following up with the QA Managers/Plant Managers from Ole’s facilities to ensure consumer issues are effectively addressed.

 • Quality Issues Website administration 

o Update products list and other QA catalogs o Follow up with IT on Quality Web improvements 

• Quality Issues reports to Ole Mexican Foods Weekly and Monthly Reports to Retail & Food Service

 • Responsible on following up with any complaint with Claim Adjuster Services (CAS). 

• Training of new Consumer Care system users (Quality Manager, Sales Personnel, etc.)

 • Create, prepare QA Food Safety newsletter monthly and distribute internally.

 • Send complaint samples to External laboratory for analysis and/or identification. If needed. 

• Follow up with consumers on all issues received (phone, email, regular mail, website, social media) 

• Partner with QA Managers for any customer system new accounts setting. 

• Assist on Customer Requirements and Customer Specifications Management System.

 • Assist on Raw Materials and Finished Product Specifications Central Database. 

• Assist and maintain Document Control Module System. 

• Assist on collecting data, data entry information into all customer’s portal web bases.

• Assist on the bi-annual FDA’s registration for all Ole’s facilities.

 • Assist in other tasks as required by the QA Corporate Coordinator and/or the Director of QA. 

• Support and collaborate with special studies in cooperation with the Quality Assurance Department. Assist QA Corporate Coordinator on BRC (GFSI) activities and Quality Projects 

Preparation plant level audit/inspection documentation. 

Liaison on ensuring standardization at plant level. 

Gluten Free (GFMS) certification preparation at plant level. 

Training employee/head department on Document Control Module and structural documentation at plant level. 

Support Internal Audits for both GFSI and GFMS 

Support on any other corporate QA/Operation Projects.

Qualifications and Experience:

• Bilingual ( English and Spanish)

• Experience on customer service or related field.

 • Bachelor’s degree (desirable) 

• Microsoft Programs (Excel, Word, PowerPoint, Visio, etc.) 

 • Excellent communicator (verbal and written) 

• Decision Maker 

• Strong computer skills

 • Good people skills

Benefits

Opportunity for growth

Competitive pay

PTO/Vacation

401(k)

Much more!