CONSUMER AFFAIRS SPECIALIST II

You may know McCormick as a leader in herbs, spices, seasonings, and condiments – and we’re only getting started. At McCormick, we’re always looking for new people to bring their unique flavor to our team.

McCormick employees – all 14,000 of us across the world – are what makes this company a great place to work.

We are looking to hire an immediately a Consumer Affairs Specialist II in a Hybrid (50/50) capacity at our Global Headquarters in Hunt Valley, Maryland. 

What We Bring To The Table:

The best people deserve the best rewards. In addition to the benefits you’d expect from a global leader (401k, health insurance, paid time off, etc.) we also offer:

• Competitive compensation

• Career growth opportunities

• Flexibility and Support for Diverse Life Stages and Choices

• We prioritize our communities and the planet we share. We are proud to be awarded as a Diversity Inc. Top 50 company for Diversity and have multiple Sustainability awards (ranking #22 in the World and #1 in Food Products)

• Wellbeing programs including Physical, Mental and Financial wellness

• Tuition assistance

Position Overview:

This position is responsible for answering consumer inquiries (e.g. product information, recipe, and nutrition requests, etc.) via the company’s social channels, 800#, email and mail, with a concentration on social media. The successful candidate will also create Consumer feedback reports identifying growing trends and opportunities.

Key Responsibilities:

• Monitor social media and respond to and resolve consumer related queries/issues via all communication channels (social, email, text, phone, or mail), with a concentration on social network sites (Facebook, Twitter, Instagram, Amazon.com, Mc.com, YouTube) for all of our various consumer brands.
• Act as the voice of the company to the consumer across social media with a high visibility, requiring tact, professionalism, and solid judgment.
• Develop appropriate responses both in writing and verbally, to escalated and complicated consumer issues needing advanced skills in customer service. Works with manager on final approvals.
• Utilize Consumer Contact Management System and Social Management tool to create consumer feedback reports to identify growing trends and opportunities. Monitor industry topics for spikes in interest to anticipate consumer reaction. Assist with the monthly Consumer Pulse report.
• Work daily with the Public Relations and Digital teams.
• Work with the Sales and Marketing team to resolve consumer inquiries.
• Work closely with the Quality Assurance department – monitor and route relevant returned product issues; alert for potential escalating product issues; follow-up when necessary to give consumer timely resolution to product concern.
• Work with the Test Kitchen on consumer questions around cooking and product performance.
• Utilize and navigate multiple systems including, Reference System, Internet, and digital tools to research and respond to consumer inquiries.
• Alert supervisor to any growing trends or product issues.
• Support Consumer Affairs team to manage department priorities and workload. Share responsibilities by helping to maintain and update our Consumer Contact System, assisting with fulfillment for consumer follow-up and provide support and guidance to our outsourced contact center when necessary.
• Handle In-store questions/complaints.
• Work independently with regular feedback from manager.

Required Qualifications:

• High School Diploma
• Bachelor’s degree in a related field (preferred)
• 2 years of customer service experience (with social focus).
• Strong cooking/food knowledge.
• Professional experience communicating on social networks (Facebook, Twitter, Instagram, Amazon.com, Mc.com) on behalf of the company; fully understanding the need to respond to consumers in an appropriate manner, using solid judgment and tact, that builds consumer loyalty and reduces the chance of company liability or reputation damage.
• Must be detailed oriented with strong problem-solving skills – resourceful, even-keeled, and thoughtful.
• Experience with navigating within multiple communication channels (social, email, text, phone) and able to adapt quickly to the use of the latest technology.
• Ability to identify growing trends and opportunities and anticipate consumer reaction.
• Ability to work independently with regular feedback from supervisor.
• Demonstrated ability to work effectively with other team members.
• Excellent writing skills; as well as great listening skills.
• Proven record of ability to build knowledge base of products over a large portfolio of brands.
• Ability to manage multiple priorities and ensure prompt responses to consumers.
• Experience with MS Office (Word, Excel, PowerPoint).

#LI-SM1

Hourly Base Compensation:  $22.40 - $33.60

Base salary compensation will be determined based on factors such as geographic location, skills, education, experience for this role, and/or internal equity of our current employees as part of any final offer. This position is also eligible to participate in McCormick’s Incentive Bonus (MIB) Plan. In addition to a competitive compensation package, permanent employees of McCormick are eligible for our extensive Total Rewards programs that include:

- Comprehensive health plans covering medical, vision, dental, life and disability benefits

- Family-friendly benefits such as paid parental leave, fertility benefits, Employee Assistance Program, and caregiver support

- Retirement and investment programs including 401(k) and profit-sharing plans

McCormick & Company is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

As a general policy, McCormick does not offer employment visa sponsorships upon hire or in the future.