Ajinomoto Foods North America

  • Consumer Affairs Specialist

    Job Locations US-CA-Hayward
    Posted Date 1 month ago(1/16/2019 2:24 PM)
    Job ID
    # of Openings
    Job Field
    Administration/Accounting (Finance)
    Targeted Job Start Date
    Job Type
    Temporary Full-Time
    First Shift
  • Overview

    The position is responsible for interacting with customers to ensure complaints inquires and compliments are resolved and tracked within the Wilkie Golbal Customer Relationship Management (CRM) database in a professional and timely manner.  This person will process and resolve critical consume issues related to insurance, legal, illness/injury and foreign matter claims, escalating the issues quickly and efficiently when necessary.


    • Serve as key contact for consumer/customer service complaints and inquires via calls, letters and emails.
    • Facilitate negotiation and conflict resolution through communication with consumer.  Work with internal department and legal consul to resolve issues.
    • Quickly address issues and escalate as appropriate to the internal departments
    • Enter data from consumer contact (inquiries, complaints, questions, etc) into the CRM database to be used for tracking and reporting
    • Maintain high professional standards for timely, quality communications with consumers
    • Ensure compliance with Customer Service process
    • Prepare and review consumer data to be used by QA, R&D, Marketing and Operations
    • Focus on continuous improvement by actively communicating consumer information to internal business partners which can beutilized to improve business processes and practices
    • Follow guidelines and procedures for using the CRM tool for satisfactory resolution of consume contacts related to product information or complaints.
    • Maintain and regularly update the CRM database and reports to ensure information is accurate, detailed and reflects the needs of the company and regulatory bodies



    • Strong oral and written communication skills.  Exceptional interpersonal skills.  Strong Customer Services orietation.
    • Ability to develop a rapport with the customer as well with team members
    • Ability to exercise prudent judgment
    • Ability to set own priorities and work independently and effectively in a team enviroment.
    • Strong anlytical and problem solving skills
    • Conflict resolutions skills
    • Must be able to deal with high stress situation
    • Ability to repond professional to complaints in a calm, controlled manner
    • Ability to handle confidential customer, legal and company information
    • Ability to multi-takls and work in a fast-paced environment
    • Ability to effectively absord and utilize knowledge of our compnay's products and services
    • Two plus years of experience in a position dedicated to Consumer Service
    • Associate degree perferred
    • Strong Computer skills - MiscoSoft Word and Excel, Database experience a plus
    • Social Media Skills, Web Savvy a plus
    • Multi Ligual is a plus


    Charaterized as sedentary work.  Job demands may require long periods of sitting, telephone work and/or computer work as welll as interactions with other employees and customers; filling in lateral and upright file cabinet.  The employee frequently is required to use hands to finger, handle or tourch.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 10 pounds.


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