Senior Customer Experience Analyst

Overview Shearer’s Foods, founded in 1974 and headquartered in Massillon, OH, is a leading manufacturer of salty snacks, cookies, and crackers. Specializing in private label and co-manufacturing, Shearer’s is the largest supplier of private brand salty snacks and second-largest supplier of private brand cookies and crackers. With a strong focus on innovation, service, quality, and sustainability, Shearer’s has been awarded the food industry’s highest award for environmental sustainability, as well as multiple Supplier of the Year awards. Operating 16 locations across North America and employing more than 5000 team members, Shearer’s is driven by its core values of People, Grow, Impact and Win. The company mission is to deliver exceptional products and services that make snacking a time to celebrate for our customers, colleagues, and community. At Shearer’s Foods, we believe in a skills-first approach to recruitment and employment. This means focusing on what you can do and how you can grow, rather than traditional metrics alone. We are committed to adhering to anti-exclusion practices, removing barriers to access, and enhancing opportunities for all individuals based on merit and potential. Your skills, experience, and perspective are valuable—and we want to empower you to make your mark here with us. Responsibilities Customer Quality Senior Analyst As part of the Consumer Affairs team the Customer Quality Senior Analyst serves as a liaison and resource to customers, consumers, and plants to develop and preserve quality and food safety programs. You will work closely with retail grocery and food service customers, corporate personnel, and manufacturing staff to address customer and consumer complaints. Ensure prompt response and manage deliverables that satisfy the requirements of Shearer’s and end-user expectations. Support customer quality requirements through reporting and trending quality issues. Develop timelines, coordinate special projects, anticipate issues, take initiative and hold individuals accountable. Communicate quantitative and qualitative findings to whom and where appropriate Respond to customer and consumer phone calls, emails, or letters concerning complaints, questions, and requests regarding products. Generate and send physical mail correspondence to consumers Research issues, evaluate risk, and work to resolve issues. Review returned retrieval packages and react accordingly Identify and evaluate risks and opportunities for the business. Help administer Consumer Affairs software including record information, initiate complaint investigations, coordinate investigation activities with manufacturing facility Analyze returned investigations for any necessary amendments Coordinate general liability claims with insurance carrier(s) as needed Participate in special projects as requested Qualifications Degree or equivalent experience in in food science, food quality or customer service Food and beverage manufacturing experience with an in-depth knowledge of food manufacturing processes Strong attention to detail, diligent and meticulous Strong analytical and problem-solving skills Strong verbal and written communication skills High regard for safety standards and quality control Ability to multi-task We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. #J-18808-Ljbffr