Consumer Relations Associate

Summary

Join Once Upon a Farm as a Consumer Relations Associate and become the vital link between consumers and our brand. You will manage a high volume of daily consumer inquiries across various platforms, ensuring effective and empathetic responses. Responsibilities include troubleshooting issues, maintaining accurate records, collaborating with other departments, and providing superior customer service. This remote, full-time, 1099 independent consultant position requires 5+ years of consumer relations experience, strong communication skills, and proficiency in CRM software. The role offers a competitive hourly rate and the opportunity to contribute to a purpose-driven company focused on improving childhood nutrition.

Requirements

• 5+ years of consumer relations call center experience, ideally in the food/beverage or natural products industry
• Availability to work East Coast hours, specifically 8:00 a.m. to 4:30 p.m. EST, including weekends
• Experience using CRM software
• Outgoing, warm, energetic, and empathetic personality
• Strong customer service orientation and demonstrated ability to work well with diverse consumer groups
• Excellent verbal and written communication skills
• Superior organizational skills and ability to think quickly and independently
• Strong analytical skills to gather data and generate informative reports
• Proficiency in data entry and Microsoft Office tools, including Excel and Word
• Solid knowledge of Outlook, Slack, and other professional platforms
• Up to 10% travel required: Although this role is a remote work-from-home position, we “Farmers” do meet as a company and/or as a department a few times a year. Anticipate possible travel up to a few times each quarter
• Genuine passion for improving childhood nutrition for a healthier and happier planet
• Desire to contribute to a dynamic high-growth, purpose-driven work environment
• Must reside in the United States to be considered for this position

Responsibilities

• Monitor and manage 75 to 200+ consumer inquiries daily across email, phone, SMS, chat, social media platforms, marketplaces, and websites
• Ensure continuous, consistent, and closed-loop communications with every contact
• Conduct troubleshooting, research, follow-up, and required compensation before closing a conversation/ticket
• Provide superior customer service, turning complaints into satisfaction when necessary and reducing churn with win-back or retention strategies as outlined in Policies & Procedures
• Accurately maintain records, communications, and required fields across all CR and company platforms
• Execute 1:1 consumer communication using pre-determined shortcuts and snippets for consistent departmental messaging
• Recommend or draft consumer communication in alignment with our Policies & Procedures or in coordination with the Senior Consumer Relations Manager
• Provide thought leadership on behalf of consumers, offering foresight and feedback on decisions or actions that impact them
• Support consumer insight initiatives by sharing relevant learnings gained from consumer interactions
• Manage interim support resources and provide recommendations on support needs, scaling up or down based on business needs
• Maintain key performance indicators (metrics subject to change), including: CSAT (Customer Satisfaction Survey Score) of 3.5 or higher, CR Audit Score of 80% or higher, Percentage of First Contact Resolution of 80% or higher, SLA (Service Level Achievements) of 80% or higher, across all communication channels, Percentage of Shortcuts used of 80% or higher
• Work with Operations, Quality, Marketing, and Digital/DTC to investigate issues and research consumer inquiries, with a heavy emphasis on Food Safety inquiries
• Alert company departments that are responsible for the resolution of problems and monitor progress until final resolution
• Monitor, report, act upon, and share weekly reporting from Kustomer and other CR-related platforms
• Monitor and act upon courier reports to ensure DTC orders are delivered within Operational and in transit SLAs
• Attend cross-functional meetings with Operations, Marketing, Digital/DTC, and other departments as needed
• Remain knowledgeable about Once Upon a Farm’s innovations and initiatives
• Contact consumers with delayed deliveries proactively and urgently to prevent any Food Safety or product integrity issues
• Perform account maintenance
• Perform other tasks as requested to meet business or departmental needs

Preferred Qualifications

Previous exposure to cross-functional work between Sustainability and Marketing preferred

Benefits

• 1099 Independent Consultant, Full-Time, Hourly
• The compensation rate is $28.00 per hour, 40 hours per week
• Duration of contract: Three (3) months
• Remote work-from-home position