Consumer Affairs Director

TRILLIANT FOOD & NUTRITION • Little Chute, WI • 17h ago

JOB REQUIREMENTS: About Us: Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, proudly headquartered in Little Chute, Wisconsin. With a legacy rooted in quality, innovation, and service, Trilliant delivers branded and private label solutions across retail, foodservice, and e-commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a leading ready-to-drink beverage manufacturer dedicated to delivering an exceptional beverage experience. By combining industry-leading talent, cutting-edge equipment, and a vertically integrated supply chain, we drive innovation and consistently deliver the highest quality products to our customers-first and fast. Our brand portfolio includes Victor Allen\'s, Dutch Bros beverages and Nurri, our better-for-you protein beverage line. We are passionate about beverages - and about building a team that\'s just as energized. We invite you to explore opportunities at Trilliant or Horseshoe, to see if your talents and career aspirations may fit with our openings. Our Core Values: Diversity and Inclusion at Trilliant and Horseshoe: We believe talented, great people are the building blocks of our success. We believe in finding the right people, with the right attitude, and providing them with opportunities to excel. Position Overview: The Consumer Affairs Manager/Director is accountable for building, leading, and continuously improving the Trilliant Food Consumer Affairs function. This includes managing consumer interactions, developing a robust complaint handling and trending system, and transforming consumer feedback into actionable insights for business decision-making. This role ensures consumer trust through regulatory-compliant communication, while also supporting brand protection and long-term strategic improvements in product, process, and packaging. Responsibilities: Consumer Program Development Design, implement, and manage a comprehensive Consumer Affairs Program that aligns with corporate objectives, regulatory requirements, and industry best practices. Establish policies, SOPs, and training modules for consumer contact handling, documentation, escalation, and regulatory reporting. Define key program metrics (response time, resolution rate, consumer satisfaction, repeat complaint rate) and drive accountability across teams. Data Analytics & Trending Develop and oversee systems for capturing, coding, and categorizing consumer feedback across multiple channels (call center, email, digital, social media, retail feedback). Conduct statistical trending and root cause analysis on consumer complaints, identifying emerging risks and recurring issues. Create weekly, monthly, and quarterly dashboards to communicate complaint trends, product performance, and consumer sentiment to senior leadership, Operations, R&D, and... For full info follow application link. EEO/AA including Vets and Disabled *** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/8BDCAAFC8A2340EA

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