Consumer Services Specialist

3 weeks ago

Burnaby, Canada Daiya Foods Inc. Full time

Welcome to Daiya Foods, where we are the creators of a revolutionary cheese alternative that tastes, shreds, melts and stretches like traditional cheese. Today, as plant-based food grows in poplarity, that spirit of innovation continues to inspire our team. Our diverse portfolio of great tasting foods invites everyone to the table.

Our dedication to minimizing environmental impact extends across our operations. We operate in a manufacturing facility and office that is LEED certified, embodying our commitment to sustainability through the leadership in energy and environmental design principles.

Join our team of food-loving Daiyans, where our shared passion, vision, and ability to bring smiles to each other's faces fuel our journey of plant-based exploration.

**Your Future Job**

The Consumer Service Specialist leads consumer interactions, shaping Daiya's engagement with its customers. This role combines operational expertise, data-driven decision-making, and a passion for building strong relationships. You will manage customer relations, collaborate across teams, and execute social media community management. By leveraging consumer insights, you will continuously improve communication strategies, ensuring alignment with company objectives.

**What You Will Do**

**Department Ownership**
- Own the Consumer Service department, setting clear objectives, priorities, and best practices that elevate consumer relations and operational efficiency.
- Develop and execute a forward-thinking CX strategy, focusing on enhancing consumer touchpoints across all platforms, including Zendesk, social media, and direct inquiries.
- Focus on continuous improvement by identifying trends and opportunities for innovation in communication, including FAQs, CRM usage, and consumer engagement.

**Customer Relations and Excellence**
- Manage the CRM platform to ensure prompt, professional responses to consumer inquiries across all channels while maintaining consistent brand messaging.
- Enhance the customer journey by refining FAQs, implementing self-service tools, and proactively addressing consumer needs.
- Develop the Consumer Services department, fostering a culture of accountability, empathy, and problem-solving.

**Community Management and Social Media**
- Execute community management across social media platforms, including TikTok and Instagram, ensuring that consumer interactions are timely, brand-aligned, and effectively engage the community.
- Develop guidelines and processes for social media engagement, ensuring best-in-class responses to consumer queries and feedback.

**Cross-Functional Collaboration**
- Serve as the primary liaison between the Consumer Service department and other teams, including Marketing, Sales, Regulatory, and Operations, ensuring alignment in messaging and strategic objectives.
- Collaborate with the Communications and PR teams to align consumer responses with broader PR initiatives, proactively flagging issues and managing crisis communications when needed.

**Data-Driven Reporting and Analytics**
- Establish reporting systems to track and analyze customer interactions, sentiment, and feedback.
- Focus on key metrics like response time, customer satisfaction, and community engagement to drive continuous improvement in consumer relations.
- Use consumer data to enhance the experience rather than to set high-level strategies, ensuring insights directly support day-to-day improvements.

**Your Background**
- 2+ years proven experience in consumer relations, community management, or consumer experience roles, ideally within the consumer-packaged goods (CPG) sector.

**What You Bring**
- Data-driven mindset with strong attention to operational detail to support consumer relations improvements.
- Excellent communication and interpersonal skills, with the ability to collaborate across teams.
- Experience with CRM systems, analytics tools, and social media platforms including Zendesk and Sprout.
- Ability to analyze data and make data-driven decisions to optimize consumer relations.
- Proactive problem-solving skills and a passion for consumer advocacy.

**Daiya's Core Competencies**
- Emotional Intelligence - You possess the ability to manage emotions, as well as seek to understand the emotions of others around you.
- Growth Mindset - You find opportunities and possibilities when challenged, embrace continuous learning, and constantly strive to grow and improve.
- Effective Communication - You effectively listen, assess, and adjust your communication to align your intention and impact.
- Collaboration - You work with and through others to create great results for Daiya.
- Driving Results - You take the initiative to find solutions, deliver results, maintain focus, and drive accountability.
- Service Excellence - You understand and serve the needs of others (Daiyans, consumers, and our communities)

**Compensation, Benefits & Perks**

At Daiya, investing in our people is a top priority. We believe in bui

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