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Consumer Affairs Lead

Marshall, Minnesota


This position is responsible for performing lead duties as well as assisting with consumer/customer needs to ensure department responsiveness is maintained.

Perform department lead duties - schedule may vary depending on needs of the department. Schedule team members' daily/hourly duties to ensure phone coverage and other tasks are completed on time. Schedule and track team members' attendance and time off requests and complete daily payroll adjustments.

Develop run and compile Consumer Affairs performance metric reports regarding the team's statistics and general efficiencies. Generate other reports as requested by management.

Provide credit and refunds to customers per food Service guidelines using professional unscripted but guided responses to the customer or their trading partner.

Handle Consumer or Customer calls received by agitated individuals who demand to talk to a superior or manager.

Lead team huddles to ensure all staff members are aware of new expectations food (industry) issues business unit strategies etc.

Provide manager and team members with up-to-data statistics on call coverage and outstanding responses to consumers/customers.

Assist team members as needed to maintain contact responsiveness.

Complete and process Human Resources forms in a timely manner.

Responsible for reporting systems issues.

Administer team programs training projects and/or processes.

Participate in and complete required training for annual certification program requested by management to further the career growth opportunities of the employee. Certification includes but is not limited to allergen hot call training food safety training nutritional and diet training legal/claims training and product knowledge training.

Responsible to conduct yourself and ensure your subordinates (if applicable) conduct themselves in a manner consistent with company mission values code of ethics policies and other standards of conduct.


Education: High School graduate or equivalent. Associate's degree preferred.

Years of Related Experience: Typically 5 or more years of related experience.

Knowledge/Skills/Abilities: Solid proficiency in the operation of a personal computer in a Windows environment to include Microsoft Word Excel and Outlook. Advanced proficiency with numeric data analysis; strong interpersonal and communication skills. Ability to rapidly build rapport and trust with customers and efficiently and professionally resolve complex customer product issues through appropriate channels. Strong teamwork skills and ability to maintain confidentiality and integrity of customer data. Proficient writing skills. Ability to communicate and present to members of upper management. Prior knowledge or experience with SAP preferred.

The employing subsidiaries of The Schwan Food Company are Equal Employment Opportunity Employers. All qualified applicants will receive consideration for employment without regard to disability, age, race, color, religion, gender, vet status, national origin or other protected class.

Job Type: Consumer Affairs
Business Unit: Schwan's Home Service, Inc.
Req #: 17000897

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