Consumer Relations Representative
- Uxbridge, UK
One of the world’s leading food companies, General Mills operates in more than 100 countries and markets more than 100 consumer brands, including Cheerios, Häagen-Dazs, Nature Valley, Betty Crocker, Pillsbury, Green Giant, Old El Paso, Yoplait and more.
We seek out the best of the best and give them development, support and the chance to lead something big. Choosing a career with us means joining a company that makes a difference for others. There is tremendous opportunity here for people who want to advance the industry, through innovation and nourish the world with quality.
Primarily responsible for responding to and resolving contacts related to Convenience & Foodservice and International products, as well as responds to CIRP (Customer Information Request Process) customer inquiries and requests related to technical policy and product. Contacts must be handled in a timely, professional manner, and with appropriate interaction with both consumers and customers to promote goodwill and loyalty to General Mills' products which will impact incremental sales. Utilizes knowledge of resources, processes and products to ensure CIRP responses adhere to corporate policy.
Responsible for communication with internal clients to obtain information required to accurately respond to a customer’s request. Provide activity reports to our internal clients weekly, monthly and as requested.
•Handles inbound telephone calls, letters and email messages from consumers and customers during their assigned work schedule in a manner that retains or re-establishes goodwill for General Mills with the customer/consumer
•Consistently meets the performance standards established for efficiency and quality. All standards will apply whether handling customer/consumer telephone calls, letters or email messages.
•Enters all information related to every customer/consumer contact handled into Consumer Relations Contact Entry system accurately and completely. Responds to special requests to track and code unique situations as they arise.
•Has thorough knowledge of all General Mills products, policies and procedures. Strengthens that knowledge through ongoing communications with our internal clients (i.e. FSQ, Legal, Sales, Risk Management, Ingredients, Labeling).
•Manages all requests submitted through CIRP in a timely and professional manner. Analyze each request and determine if the required information is available within CIRP to respond. Communicates with appropriate internal clients to obtain additional information.
•Recognizes and alerts Supervisor, Product Specialists and/or Management of any problems, trends and serious or unusual matters of significance.
•Resolves sensitive contacts independently.
•Makes outbound calls to customers/consumers to ensure closure and final resolution of issues raised, as appropriate.
•Meets and maintains company and department attendance and punctuality standards.
•Projects a favorable image of General Mills and Consumer Relations to customers/consumers, coworkers and employees from other areas of General Mills. Promotes the company’s aims and objectives and fosters and enhances public recognition and acceptance.
•Performs other duties and responsibilities, as required or requested by direct manager
•Over the course of the next 30 days, provide weekly update on requests made outside of the above mentioned responsibilities. Manager will partner with ITQ to identify proper home for work. If no suitable alternative exists, continue task until such time that work can be transitioned. Employee will be responsible for reporting tasks. Tasks should require no more than 10% of total working hours.
·Excellent verbal & written communication skills.
·Must be able to make decisions related to procedures, priorities and scheduling independently.
·Must be well organized and detail oriented.
·Post High School education desired and a minimum of 2 years related consumer service
·Must have strong PC skills with working knowledge of Microsoft Word and Excel.
·Must be proficient in CIRP and a variety of corporate systems (i.e. Product Profiles, Eclips, Ingredient Profiles, ASAP, PnP, iCiX, PLM).
·Knowledge and understanding of all policies, procedures and promotions enabling identification of problems and effective resolution.
·Ability to work positively through conflict situations.
·Demonstrated skill at responding to demanding or difficult or sensitive issues.
· Effectively manages interpersonal relationships by demonstrating a positive, supportive and cooperative attitude at all times.
·Bilingual-French (Native preferred)
·Knowledge of French regulatory standards and practices
·Ability to recognize any problems, trends and serious or unusual matters of significance.
·Ability to prioritize a variety of demands and projects.
·Exhibits sound judgment in handling confidential matters.
Influence On Costs Or Sales
·Appropriate interaction with customers promotes goodwill and loyalty to General Mills’ products which will impact incremental sales and client retention.
·Timely and accurate response to a customer’s request for information will contribute to their desire to continue their business relationship with General Mills.
·Effectively handling a customer request in a timely manner to eliminate the cost of additional contacts and liabilities.
·Works effectively in a team environment.
·Ability to work independently.
·Ability to maintain a favorable working relationship with Consumer Relations personnel and other departments.
·Ability to work and maintain a positive attitude under pressure in a continually changing environment.
·Ability to handle sensitive and contentious situations.