Consumer Relations Representative

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At Lactalis in the USA, we're committed to providing meaningful opportunities for our people to learn, grow, and thrive-whether you're just starting your journey with us or looking to take the next step in your career. From day one, we offer the tools and support to help you succeed.

As the world leader in dairy, Lactalis is a family-owned company with over 85,000 pragmatic and ambitious professionals across the globe. Each day, we're proud to produce award-winning dairy products that bring people together.

In the US, we proudly offer an unrivaled house of beloved brands, including Galbani Italian cheeses and ricotta, President specialty cheeses and butters, Kraft natural and grated cheeses, Breakstone's cottage cheese, Cracker Barrel, Black Diamond cheddar, and Parmalat milk. Our yogurt portfolio includes siggi's, Stonyfield Organic, Brown Cow, Oui, Yoplait, Go-Gurt, :ratio, Green Mountain Creamery, and Mountain High, along with a growing family of ethnic favorites like Karoun, Gopi, and Arz.

At Lactalis, we live by our core values-Ambition, Engagement, and Simplicity. We foster a workplace where innovation thrives, diverse perspectives are celebrated, and everyone's unique background and ideas are valued.

Even if you don't meet every qualification, we encourage you to apply. We want to hear about your PASSION, your STORY, and how your EXPERTISE can help us shape the future of dairy.

From your PASSION to ours

Lactalis US Yogurt, part of the Lactalis family of companies, is currently hiring a Consumer Relations Representative based in Londonderry, NH.

The Consumer Relations Representative serves as a vital liaison between the company and its consumers. The role will resolve consumer concerns and inquiries to an amicable conclusion for both the consumer and the company. The representative will collaborate closely with the Corporate Quality Team to ensure consumer feedback is aligned with broader organizational goals and continuous improvement initiatives.

This is a part-time position: Monday-Friday 8:30am-2pm.

From your EXPERTISE to ours

Key responsibilities for this position include:

• Respond to incoming consumer calls, emails, letters and other contacts in a timely, professional, and friendly manner, entering complete case information for each interaction accurately into the database, and providing follow-up consumer communication as needed.
• Support products, marketing programs and company initiatives.
• Understand and communicate product features and benefits: key business practices, and subjects at the heart of the company's mission through a broad knowledge base relating to our products, ingredients, dairy farming, health and nutrition, environmental responsibility and sustainability issues, and marketing promotional programs.
• Resolve consumer concerns to a positive outcome with professionalism and empathy, aiming to protect the interests of both the consumer and the company.
• Maintain accurate and timely records of consumer interactions within the Consumer Relations database, ensuring data integrity and consistency.
• Assist with the fulfillment of consumer coupons and promotions.

WORK CONDITIONS

• Extended hours may be necessary depending on the project needs
• To fulfill these responsibilities, tools such as a computer and / or allowance(s) will be provided.
• Reasonable accommodation may be made to enable individuals with disabilities to perform these essential duties and responsibilities.
• This position requires physical presence in the office, in accordance with the guidelines of the Hybrid Work Policy - 3 days onsite each week.

From your STORY to ours

Qualified applicants will contribute the following:

• High school's diploma is required.
• Some college preferred.
• 2+ years Contact Center experience is required.
• Excellent attendance/punctuality for the efficient operation of our business.
• Must have strong verbal and written communication skills adaptive to a broad range of audiences.
• Must be consistently upbeat, balanced, thoughtful and concerned when dealing with any of our outside constituencies.
• Detail oriented, accurate, and able to multi-task.
• Good computer skills including experience with Microsoft Word, Excel, and Outlook.
• Requires the ability to build and maintain working relationships.
• Ability to prioritize and meet deadlines within specified time constraints.
• Ability to operate in a team environment.
• Ability to adapt in a changing work environment.
• Demonstrated ability to listen, investigate, and effectively respond to consumer concerns and complaints.
• Proven ability to develop and document processes for coordinating investigations and responses with key stakeholders.
• Demonstrated skill in managing all aspects of complaint and inquiry handling, including phone, email, and data entry. Proven ability to prepare documentation that ensures a balanced and compliant outcome for the consumer.
• Ability to skillfully balance consumer needs with operational and compliance capabilities to mitigate risk. Proven knowledge of proactively monitoring complaint trends and developing strategies for continuous improvement.
• Demonstrated ability to apply a logical, step-by-step approach to assess situations, identify root causes, and implement effective solutions.
• Proven ability to collaborate effectively with others across different functions and levels, prioritizing team success over individual recognition.
• Demonstrated skill in understanding and managing emotions to communicate effectively, empathize with others, and resolve conflicts constructively.

At Lactalis, we offer a comprehensive Total Rewards Program with a variety of affordable benefits and coverage options. We support insurance costs significantly, contribute generously to retirement plans, and offer Paid Time Off from day one. We are committed to your professional growth, providing training and development opportunities, including Education Reimbursement. Join us and grow your career.

Lactalis is an equal employment opportunity employer. We will not discriminate against applicants with regard to any legally-recognized basis including, but not limited to: veteran status, race, color, religion, sex, national origin, age, marital status, sexual orientation, and physical or mental disabilities.