Brown-Forman Senior Quality Assurance Specialist - Consumer Engagement in Louisville, Kentucky
Meaningful Work From Day One... The Senior Quality Specialist - Consumer Engagement is expected to maintain customer relations for all markets globally through acting as a Brand Ambassador for all Brown-Forman Brands as customer inquiries are received through a multitude of platforms and across the globe. Management of multiple inquiries per day along with timely appropriate responses to each inquiry while inputting precise communications for each instance into the ETQ consumer complaint database. Responsible for gathering all pertinent information of inquiries and lead the investigation of the issue in conjunction with site QA/QC team. Input all gathered information from the consumer and correspondence into ETQ Database. Communicate with consumers in a professional manner in a digital format or via phone. Coordinate resolution deemed appropriate with consumers by Global QA. Promote positive brand image during all interactions with consumers. Lead development and implementation of consumer complaint programs in emerging markets and new distribution warehousing operations. Assist with updates to all consumer Databases (ETQ and Service Console)
What You Can Expect
Serve as the lead within Brown-Forman for all consumer complaint platform initiatives including the implementation of process and management of systems globally.
Monitor and respond to all consumer complaints from multiple platforms including but not limited to: Service Console platform, Licensee complaint, social media, and consumer phone line-voicemail.
Lead training, development, and implementation of consumer complaint programs and systems with global marketing brand teams in emerging markets and new distribution warehousing operations.
Create partnerships as new Brown-Forman marketing teams emerge to develop consumer complaint processes for each market and provide appropriate training in digital databases and formats
Enter consumer complaints from platforms and sources into ETQ Consumer complaint Database
Collaborate with Brown-Forman local market teams, sites, customer Service, and external distributors from around the Globe in responding and resolving product issues.
Track, analyze, and lead investigations of external and internal consumer inquiries for all Brown-Forman Brand platforms.
Coordinate with consumers of return samples for evaluation to Louisville campus.
Manage packaging and returns process of product in question related to consumer complaints including management of pre-labeled packaging to consumer and account management of package carriers.
Manage and maintain standard responses for consumer inquiries and update as brands evolve to assure validity of statements.
Manage Customer Reimbursement Visa gift cards actions. Tasks include balance reporting and card activations once received from the consumer.
Initiate comments with all info into ETQ consumer database.
Respond with initial B-F comments to acquire proper information for review and record in database.
Communications and coordination of sample retrieval from consumer.
Communication of final findings from Quality Assurance to consumer.
Coordinate compensation and/or product replacement as deemed necessary.
Report and track consumer complaints received by major categories and production facilities to identify potential reoccurring issues
Monthly reports of consumer complaint trends by major categories and production facilities to be issued out monthly and as requested.
Lead initiatives to reduce consumer complaints across Brown-Forman driving down to zero.
Identify high risk inquiries by gathering all relevant information and escalating to Global Quality Assurance Managers or Global Director of QA as appropriate.
Serve as Brand Ambassador to consumer for inquiries for all Brown-Forman brands
Develop knowledge of all Brown-Forman brands to assist in answering questions
Help educate consumers on the knowledge of all Brown-Forman brands
Provide a professional experience to consumer during all communications
We Are Looking For People Who
Have a Bachelor's degree and 5 or more years of Quality Assurance experience within consumer products, specifically beverage, food or related industry
Strong project management and organizational skills
Strong computer skills
Demonstrated ability to drive continuous improvement and manage to/achieve metrics
Strong communication skills with the ability to interact effectively with consumers, customers, peers and executives
Ability to drive a positive change in both processes and systems and culture
Ability to work independently and be self-motivated
Resourcefulness to solve problems
Sense of urgency in daily work
Ability to communicate in stressful situations with consumers
Strong internal and external customer focus with great follow-up
Self-Directed with high integrity
What You Can Add To The Team
Preferred Knowledge of production and distribution systems
Knowledge of Brown-Forman Brands
Previous external consumer communication experience
Spirits/Beverage Alcohol industry experience preferred.
Experience in collaborating effectively with outside agency partners.
Basic Food Safety Management knowledge
Brown-Forman Corporation is committed to equality of opportunity in all aspects of employment. It is the policy of Brown-Forman Corporation to provide full and equal employment opportunities to all employees and potential employees without regard to race, color, religion, national or ethnic origin, veteran status, age, gender, gender identity or expression, sexual orientation, genetic information, physical or mental disability or any other legally protected status.
Business Area: Global Production
Req ID: JR-00002274