Consumer Engagement Specialist

Consumer Engagement Specialist

About Beech-Nut Nutrition Company…

We are one of America’s leading companies providing nutritious, wholesome foods for babies using real ingredients, gently cooked, with non-GMO verified, Natural or organic ingredients in almost all our products. 

Our work is organized around our mission to Delight Consumers by Conserving the Goodness of Nature. We care deeply about others, the planet, and are empowered to make a difference. We expect, reward and celebrate strong performance.

Our Values…

Our ambition to grow is underpinned by our four core values Create wow, Everyone Hero, Nourish others, & Take Responsibility. Our values help us navigate the ever-changing environment in which we operate and ensure we innovate to meet customer needs.

Create wow  ~  Everyone Hero   ~  Nourish others  ~  Take responsibility

If this sounds like a place you want to invest your time, keep reading!

About the Role…

The Consumer Engagement Specialist will provide world-class customer service across email, phone, and social media channels, ensuring Beech-Nut consumers remain loyal fans. The individual will record all contacts in a CRM system and aid the Consumer Engagement Team in identifying and reporting on consumer trends.

Meet the Team…

The Quality Team is diverse in knowledge and experience and is responsible for ensuring that Beech-Nut’s products meet the highest standards for food safety and quality.  This team takes pride in, and responsibility in, partnering with our Strategic Sourcing, Operations and Technical Services Teams to ensure the ingredients sourced and processed have passed our testing standards and expectations.   This is a hands-on, collaborative team that is energetic and passionate about making sure we continue to do what we do best - making high quality, safe, and nutritious foods for babies and toddlers!

Our Commitment to Safety…

At Beech-Nut we are committed to a strong safety program that protects its staff, its property, and the public from accidents. Associates at every level, including management, are responsible and accountable for the company’s overall safety initiatives. Complete and active participation by everyone, every day, in every job is necessary for the safety among all workers on the job site. Management supports participation in the program by all Associates and provides proper equipment, training and procedures. Associates are responsible for following all procedures, working safely, and, wherever possible, improving safety measures. An injury and accident-free workplace is our goal. Through continuous safety and loss control, we can accomplish this.

About the Work Environment…

This is a hybrid position that is located at the Amsterdam, New York LEED® certified production facility. The individual is expected to work in the office for a minimum of three days per week. However, business needs may require additional in-office days as necessary. Most job functions are performed in a well-lit, environmentally controlled office environment.

What You’ll Do…

• Deliver “wow” experiences to consumers who contact Beech-Nut across all channels, building brand loyalty by creating personal, authentic connections.
• Listen to consumers’ and retailers’ inquiries, feedback, and complaints, provide them with accurate information and follow up in a timely manner when a solution cannot be immediately provided.
• While connecting with consumers, remain true to the brand ideals and voice of Beech-Nut.
• Maintain composure and appropriately deescalate upset consumers while maintaining the integrity of the company.
• Appropriately identify and escalate issues by working closely with the Quality Team.
• Identify quality complaint trends and disseminate information cross functionally to appropriate departments.
• Create reports and data analysis as needed from CRM system.
• Accurately log all contacts into the CRM system.
• Maintain an extensive knowledge of Beech-Nut.
• Interface with the Legal, Quality, and Brand Teams to ensure brand and product messaging stays up-to-date and on-brand.
• Thank and reward Beech-Nut fans in creative and personal ways.
• Follow all Beech-Nut procedures and assist the team in implementing any procedure changes.

Who You Are…

• Deciding and Initiating Action: You are able to make timely decisions while weighing risks.  You act without being prompted and take responsibility for projects, people, and mistakes.
• Analyzing: You are able to analyze all types of information using a wide range of sources.  You draw well-reasoned conclusions and pinpoint key information from large data sets.  You are able to identify themes and produce effective solutions.
• Learning and Researching: You rapidly learn new tasks and quickly commit information to memory. You ask key questions and use all relevant information to make decisions.  You use mistakes as a learning opportunity and encourages others to learn from one another.
• Planning and Organizing: You are able to set clearly defined objectives, establish priorities, plan activities and project and manage time effectively.  You monitor progress against deadlines and milestones.

What You’ll Need…

• High School Diploma is a minimum requirement, associate or bachelor’s degree is preferred in Business. 
• 1-3 years of experience in a customer service or call center role
• Experience in a consumer-packaged goods environment preferred
• Experience with Microsoft Office
• Experience with Salesforce or another CRM system preferred
• Experience with social media platforms including, but not limited to, Facebook, Instagram, Twitter, TikTok, and LinkedIn
• A passion for our company and our consumers
• A strong passion for helping people
• Ability and desire to work in a close, small team where constant coverage between 8 am and 5 pm is a requirement
• Ability to occasionally provide after-hours and weekend coverage to ensure urgent food safety and sensitive cases are promptly addressed. 
• A desire to spend time on the phone and web connecting with our consumers in a personal way
• Ability to leave a positive, friendly, and professional impression on every caller
• Ability to respond to complaints in a calm, controlled, and patient manner
• Ability to maintain the integrity of the company and protect proprietary information
• Ability to exercise judgment on the escalation of complaints
• Ability to maintain complete confidentiality of all consumer data and interactions
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to issue internal reports in a timely and accurate manner
• Ability to speak Spanish is a plus but not a requirement

What’s in it for you?  Compensation, Benefits & More… 

At Beech-Nut, we are devoted to creating an inclusive culture where our team members are professionally challenged and cared for personally.  

We are committed to fair and equitable compensation practices and take into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skills, relevant work experience, certifications and qualifications, education, and other business needs. Compensation for a role will be in line with the location in which the position is filled. 

Our associates also have access to opportunities for professional development and training, access to our on-site amenities as well as many other benefits and perks!  We are proud to offer our associates the following:

Pay: The annual base salary range for this hybrid role is $52,000 – $58,000. This is an hourly non-exempt position. 

Benefits: This position gives you access to a comprehensive benefit package that includes medical, dental, vision and prescription coverage for you and your dependents; life & long-term disability, flexible spending and health savings account, paid vacation and holidays, New York State paid sick time, and 401(k) retirement benefits with 4% company match. 

Professional Development:

• Tuition assistance
• Access to an online learning system (LMS)
• Access to robust on-the-job (OTJ) training programs

More Perks! 

• Opportunities to volunteer and support the local community
• Generous maternity/paternity benefits & take your child’s 1^st birthday off
• Take your birthday off each year!
• Baby food coupon program until your child’s 2nd birthday
• Service Awards

Amenities:

• On-site fitness center
• On-site cafeteria 
• On-site Company Store
• A private on-site Mother’s Room to support nursing mothers and pumping needs at work
• New! Nourish Others Learning Lab with computer stations

What it is like to live in upstate New York…

We are about 30 minutes northwest of Albany, the NY state capital, and 40 minutes southwest of Saratoga Springs. We are near major cultural events, outside recreation and places to have fun throughout the year. From watching the New York City Ballet or listening to Brad Paisley, Cardi B, Dave Matthews Band, Goo Goo Dolls, Willie Nelson, Lynyrd Skynyrd, Santana, or Tedeschi Trucks Band at Saratoga Performing Arts Center (SPAC), boating on beautiful Lake George, hiking the famous trails of the Adirondacks, or skiing at Lake Placid, you will find there is plenty to keep you, and/or, your family busy. And, if you are looking for the occasional big city attraction, it is a short drive to Boston, Montreal, and New York City.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

To all agencies: All resumes submitted by search firms/employment agencies to any employee at Beech-Nut via-email, the internet or in any form and/or method will be deemed the sole property of Beech-Nut, unless such search firms/employment agencies were engaged by Beech-Nut for this position and a valid agreement is in place. In the event a candidate who was submitted outside of the Beech-Nut Nutrition agency engagement process is hired, no fee or payment of any kind will be paid.