Who You Are:
You are a compassionate and empathetic communicator who excels at building relationships and solving problems. You thrive in dynamic environments and can juggle multiple communication channels while maintaining a high level of accuracy and attention to detail. You enjoy collaboration and working across teams to ensure consumer satisfaction and uphold the brand’s reputation.
The Task At Hand:
The Consumer Relations Associate reports to the Senior Consumer Relations Manager and serves as the vital link between consumers and the brand, ensuring that all inquiries and concerns are addressed effectively and empathetically. This role will manage consumer interactions across multiple platforms, resolve issues efficiently, and collaborate with other departments to provide exceptional customer experiences.
In This Role, You Will:
• Monitor and manage 75 to 200+ consumer inquiries daily across email, phone, SMS, chat, social media platforms, marketplaces, and websites.
• Ensure continuous, consistent, and closed-loop communications with every contact.
• Conduct troubleshooting, research, follow-up, and required compensation before closing a conversation/ticket.
• Provide superior customer service, turning complaints into satisfaction when necessary and reducing churn with win-back or retention strategies as outlined in Policies & Procedures.
• Accurately maintain records, communications, and required fields across all CR and company platforms.
• Execute 1:1 consumer communication using pre-determined shortcuts and snippets for consistent departmental messaging.
• Recommend or draft consumer communication in alignment with our Policies & Procedures or in coordination with the Senior Consumer Relations Manager.
• Provide thought leadership on behalf of consumers, offering foresight and feedback on decisions or actions that impact them.
• Support consumer insight initiatives by sharing relevant learnings gained from consumer interactions.
• Manage interim support resources and provide recommendations on support needs, scaling up or down based on business needs.
• Maintain key performance indicators (metrics subject to change), including:
o CSAT (Customer Satisfaction Survey Score) of 3.5 or higher
o CR Audit Score of 80% or higher
o Percentage of First Contact Resolution of 80% or higher
o SLA (Service Level Achievements) of 80% or higher, across all communication channels
o Percentage of Shortcuts used of 80% or higher
• Work with Operations, Quality, Marketing, and Digital/DTC to investigate issues and research consumer inquiries, with a heavy emphasis on Food Safety inquiries.
• Alert company departments that are responsible for the resolution of problems and monitor progress until final resolution.
• Monitor, report, act upon, and share weekly reporting from Kustomer and other CR-related platforms.
• Monitor and act upon courier reports to ensure DTC orders are delivered within Operational and in transit SLAs.
• Attend cross-functional meetings with Operations, Marketing, Digital/DTC, and other departments as needed.
• Remain knowledgeable about Once Upon a Farm’s innovations and initiatives.
• Contact consumers with delayed deliveries proactively and urgently to prevent any Food Safety or product integrity issues.
• Perform account maintenance.
• Perform other tasks as requested to meet business or departmental needs.
In This Role, You’ll Bring With You:
• 5+ years of consumer relations call center experience, ideally in the food/beverage or natural products industry.
• Availability to work East Coast hours, specifically 8:00 a.m. to 4:30 p.m. EST, including weekends.
• Experience using CRM software.
• Outgoing, warm, energetic, and empathetic personality.
• Strong customer service orientation and demonstrated ability to work well with diverse consumer groups.
• Excellent verbal and written communication skills.
• Superior organizational skills and ability to think quickly and independently.
• Strong analytical skills to gather data and generate informative reports.
• Proficiency in data entry and Microsoft Office tools, including Excel and Word.
• Solid knowledge of Outlook, Slack, and other professional platforms.
• Up to 10% travel required: Although this role is a remote work-from-home position, we “Farmers” do meet as a company and/or as a department a few times a year. Anticipate possible travel up to a few times each quarter.
• Genuine passion for improving childhood nutrition for a healthier and happier planet.
• Desire to contribute to a dynamic high-growth, purpose-driven work environment.
• Previous exposure to cross-functional work between Sustainability and Marketing preferred.
• Must reside in the United States to be considered for this position.
• Please note that visa sponsorship is not available for this position.
Compensation and Duration:
• 1099 Independent Consultant, Full-Time, Hourly.
• The compensation rate is $28.00 per hour, 40 hours per week.
• Duration of contract: Three (3) months.
Who We Are
Our Purpose: Drive systemic improvement in childhood nutrition for a healthier, happier, and more equitable world.
Our Business: At Once Upon a Farm, a better story starts here. We're on a greater mission in providing organic, crave-worthy, snacks and meals for children of all ages. Our recipes are crafted with only the best organic ingredients – whole fruits and veggies, cold-pressed (our pouches), or freshly frozen (our meals) to perfection– to support your growing kids at every stage. Each of our organic, non-GMO, non-dairy recipes contains no added sugar and are free from artificial flavors, colors, and preservatives – just simple, real, nutritious snacks your entire family will love.
We support and champion farmers who supply the highest-quality organic ingredients for our foods. We help parents keep their promise to provide the best nourishment for their children’s bodies and souls. We treat our consumers, customers, suppliers, investors, and all our valued employees with the same high level of dignity and respect that we expect from others. We will always fight for and support efforts to drive positive social change and food justice for the benefit of parents, kids, and families. Lastly, we foster an entrepreneurial and collaborative culture that values humility, honesty, passion, positive social impact, and fun.
Our Team: We’re all fully remote, which makes us a highly collaborative, dynamic, and supportive bunch. We share a singular mission to make the world a better place through the highest quality, most delicious, nourishing, and nutritious products made accessible to every home, from our farms to your fridge. And while we’re invested in our product, we’re equally invested in one another's success.
Once Upon A Farm is a purpose-driven brand made up of an inclusive group of individuals with diverse backgrounds, passions, and beliefs. We hire self-motivated, independent thinkers, and those who are genuinely passionate about improving childhood nutrition for a healthier and happier planet. Bring your whole self to your work at Once Upon A Farm, a proud equal-opportunity employer. In your application, please feel free to note which pronouns you use.
In an effort to help us remove unconscious bias from our resume review process, we ask that you please remove all identifying information from your resume (like profile photos) before you upload it. Once Upon A Farm is committed to cultivating an inclusive environment where a diverse group of people can and want to do their best work, and that starts with our hiring practices.
Once Upon a Farm, PBC, provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, cast, citizenship status, pregnancy, childbirth, physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
You must reside in the United States to be considered for this position.
