Consumer Service & Marketing Coordinator

$60,000 - $85,000/Yr

The Little Potato Company Ltd - DeForest, WI

Full-time - Mid Level

Remote - DeForest, WI

Support Activities for Agriculture and Forestry

About the position

The Consumer Service & Marketing Coordinator at The Little Potato Company plays a pivotal role in ensuring exceptional service delivery to consumers through various communication channels, including phone, email, mail, and social media. This position is integral to the brand, product, and insights teams, ensuring that all messaging aligns with the brand's identity while effectively integrating consumer feedback into marketing strategies. The coordinator will also manage the Consumer Surprise & Delight Program and support the Community Ambassador program, focusing on enhancing consumer engagement and satisfaction. Success in this role will be measured through metrics related to service quality, speed, insights sharing, and community engagement. In the realm of consumer service, the coordinator will be responsible for responding to inquiries and resolving issues promptly, maintaining a warm and welcoming demeanor. This includes managing call records, collaborating with a third-party call center, and escalating urgent consumer issues as necessary. The role also involves analyzing the consumer service process to identify areas for improvement and promoting the company's social media channels to encourage consumer engagement. The coordinator will track and analyze consumer interactions to optimize brand messaging and inform product development. This will involve documenting interactions in a CRM system and mining data for insights that can guide marketing strategies. Additionally, the coordinator will lead the development of the Surprise & Delight Program, establishing KPIs and tracking performance to create meaningful brand experiences for consumers. Supporting the Community Ambassador Program, the coordinator will engage with consumers on social media, ensuring they have access to products and responding to comments. The role also includes leveraging technology to improve response times and automate consumer interactions, working closely with the Social Media & Community Lead to enhance efficiency. Finally, the coordinator will assist the Director of Marketing Operations with various tasks, including credit card reconciliations and supporting social campaigns as needed. This multifaceted role requires a blend of customer service expertise, marketing acumen, and strong communication skills, all aimed at fostering a positive consumer experience and driving brand loyalty.

Responsibilities

• Respond to and resolve consumer inquiries via phone, email, mail, and social media according to established timelines.
• Greet consumers warmly and determine the reason for their call or inquiry.
• Close out or open call records as necessary.
• Collaborate with a third-party call center to manage recorded consumer calls.
• Escalate urgent consumer issues internally and ensure timely resolution.
• Refer unresolved consumer issues to the Supervisor for further action.
• Analyze the consumer service process and provide recommendations for improvement.
• Promote LPC social media channels and email newsletter to encourage follows and sign-ups.
• Track and analyze consumer interactions to optimize brand messages and identify trends.
• Document consumer interactions in the CRM, including how issues were resolved or rewarded.
• Work with the Social Media & Community Lead to identify trends in consumer feedback and share insights with relevant teams.
• Establish KPIs and set targets for consumer service metrics.
• Create reports and dashboards for KPI tracking and presentation.
• Lead the development and implementation of the Consumer Surprise & Delight Program.
• Establish KPIs for the Surprise & Delight Program and track/report on its performance.
• Support the Community Ambassador Program by responding to consumer comments and ensuring product availability.
• Manage French community ambassador programs and provide optimization suggestions.
• Collaborate with the Social Media & Community Lead to improve consumer service response times through technology and automation.
• Assist the Director of Marketing Operations with monthly corporate credit card reconciliations and other marketing support tasks.

Requirements

• Minimum 3 years' experience in customer/consumer service with a small to medium-sized company.
• Strong written and verbal communication skills.
• Post-secondary education relating to Sales or Marketing is preferred.
• Strong Microsoft Office skills, specifically Excel expertise.
• Strong presentation skills.

Nice-to-haves

• Experience with CRM systems and data analysis tools.
• Familiarity with social media management and engagement strategies.
• Bilingual in French and English.

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Casual dress
• Company events
• On-site parking