Job description
Who You Are:
You are a collaborative and open communicator who values teamwork and thrives in a supportive, people-centered environment. You understand the unique demands of customer service and are skilled at balancing efficiency with empathy to provide outstanding support. Your approach is proactive and solutions-focused, ensuring consumers and the team feel valued and understood.
The Task At Hand:
The Consumer Relations Assistant works as a liaison between consumers and the brand, responding to consumer inquiries via email, phone, SMS, chat, social media platforms, marketplaces and websites. This position requires the ability to communicate with consumers effectively and empathetically in written and verbal format, data entry, and build and maintain relationships with other departments in a highly collaborative environment. This position will report to the Sr. Consumer Relations Manager.
In This Role, You Will:
1. Consumer Relations Job Responsibilities & Duties - 90% Responsibility
• Efficiently and effectively monitor and manage 75 to 200+ consumer inquiries daily across all communication channels
• Ensure continuous, consistent, and closed loop communications occur with each contact
• Ensure all troubleshooting, research, follow up and required compensation done before closing a conversation/ticket
• Ensure 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 and/or draft consumer communication as outlined in Policies & Procedures or in coordination with Sr. Consumer Relations Manager
• Provide thought leadership on behalf of our consumers, bringing foresight and feedback on decisions or actions that could negatively or positively impact our consumers
• Support consumer insight initiatives – bringing forward relevant “voice of consumer” learnings gained through consumer relations channels
• Manage interim support resources and provide recommendations on support needs, scaling up or down based on business needs
• Maintain Department and Individual KPI’s
• CSAT (Customer Satisfaction Survey Score) of 3.5 or higher
• CR Audit Score of 80% or higher
• % First Contact Resolution of 80% or higher
• SLA’s (Service Level Achievements) 80% or higher
• All communication channels
• % Shortcuts used 80% or higher
• Metrics subject to change
2. Cross-functional Teams Job Responsibilities & Duties - 10% Responsibility
• Work with Operations, Quality, Marketing & Digital/DTC to investigate issues and research consumer inquiries with heavy emphasis on Food Safety inquiries
• Alert company departments that are responsible for resolution of problems and monitor progress until final resolution
• Monitor, report, act upon and share out 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 SLA’s
• Attend cross-functional meetings with Operations, Marketing, Digital/DTC, and Company
• Remain knowledgeable of innovation and company initiatives
• Proactively and urgently contact consumers with delayed deliveries to prevent any Food Safety or product integrity issues
• Perform account maintenance
• Other tasks as requested or required to meet business/departmental needs
In This Role, You’ll Bring With You:
• 5 years of consumer relations call center experience ideal, especially in the food/beverage industry and/or natural product industry
• Available to work Central Time hours 7:30am CST – 4:30pm CST including Saturday and Sunday availability. Additional times as needed
• Experience using CRM software
• Outgoing, warm, energetic, and empathetic
• Initiative-taker, able to work independently, and a strong collaborator
• Receptive to and able to act upon constructive feedback
• Strong customer service orientation: demonstrated ability to work well with diverse groups of consumers
• Excellent verbal and written communication skills
• Superior organizational skills
• Ability to think quickly and independently, conversationally agile
• Analytical skills to gather data, generate and present informative reports
• Solid knowledge of Microsoft Suite, 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
• A genuine passion for improving childhood nutrition for a healthier and happier planet
• A desire to contribute to a dynamic high-growth, purpose-driven work environment
• A demonstrated ability to thrive in ambiguity, deeply understand business needs, develop a cohesive strategy and make decisions requiring a high level of judgment
• Previous exposure to cross-functional work between Sustainability and Consumer Relations preferred
• Must reside in the United States to be considered for this position
• Please note that visa sponsorship is not available for this position
Compensation and Duration:
• 1099 Independent Consultant, Hourly
• The compensation rate is $28.00 per hour, not to exceed 40 hours per week
• Duration of contract: Six (6) months
Additional:
• 401k with Employer Match
• Employee Discounts and quarterly Farm-to-Fridge home deliveries
• Cell and Internet Stipend
• Paid Volunteer Time
• And so much more!
Who We Are
Our Purpose: Drive systemic improvement in childhood nutrition for a healthier, happier, and more equitable world.
Our Business: At Once Upon a Farm, a better story starts here. We’re on a greater mission in providing organic, crave-worthy, snacks and meals for children of all ages. Our recipes are crafted with only the best organic ingredients – whole fruits and veggies, cold-pressed (our pouches), or freshly frozen (our meals) to perfection– to support your growing kids at every stage. Each of our organic, non-GMO, non-dairy recipes contains no added sugar and are free from artificial flavors, colors, and preservatives – just simple, real, nutritious snacks your entire family will love.
We support and champion farmers who supply the highest-quality organic ingredients for our foods. We help parents keep their promise to provide the best nourishment for their children’s bodies and souls. We treat our consumers, customers, suppliers, investors, and all our valued employees with the same high level of dignity and respect that we expect from others. We will always fight for and support efforts to drive positive social change and food justice for the benefit of parents, kids, and families. Lastly, we foster an entrepreneurial and collaborative culture that values humility, honesty, passion, positive social impact, and fun.
Our Team: We’re all fully remote, which makes us a highly collaborative, dynamic, and supportive bunch. We share a singular mission to make the world a better place through the highest quality, most delicious, nourishing, and nutritious products made accessible to every home, from our farms to your fridge. And while we’re invested in our product, we’re equally invested in one another’s success.
Once Upon A Farm is a purpose-driven brand made up of an inclusive group of individuals with diverse backgrounds, passions, and beliefs. We hire self-motivated, independent thinkers, and those who are genuinely passionate about improving childhood nutrition for a healthier and happier planet. Bring your whole self to your work at Once Upon A Farm, a proud equal-opportunity employer. In your application, please feel free to note which pronouns you use.
In an effort to help us remove unconscious bias from our resume review process, we ask that you please remove all identifying information from your resume (like profile photos) before you upload it. Once Upon A Farm is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.
Once Upon a Farm, PBC, provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, cast, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
You must reside in the United States to be considered for this position.
