Trilliant Food & Nutrition, LLC in
Consumer Affairs Manager
Trilliant Food & Nutrition, LLC in, Little Chute, Wisconsin, United States, 54140
Overview
Consumer Affairs Manager (Project Management) About Us: Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, headquartered in Little Chute, Wisconsin. We deliver branded and private label solutions across retail, foodservice, and e-commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a ready-to-drink beverage manufacturer focused on delivering an exceptional beverage experience. Our brand portfolio includes Victor Allen's®, Dutch Bros® beverages and Nurri™, our better-for-you protein beverage line. We invite you to explore opportunities at Trilliant or Horseshoe to see if your talents fit our openings. Our Core Values and Diversity & Inclusion at Trilliant and Horseshoe: We believe talented, great people are the building blocks of our success. We value the right attitude and 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 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 Marketing.
Integrate consumer complaint data with quality, food safety, and production data to provide a holistic view of product performance in the market.
Benchmark consumer complaint rates against industry standards and competitive data when available.
Quality, Food Safety & Compliance Alignment
Ensure all consumer interactions and complaint investigations comply with FDA, USDA, CFIA, EFSA, HACCP, GMP, GFSI standards and other applicable regulations.
Support Regulatory and Quality in reportable event tracking and ensure proper documentation for recalls, withdrawals, and adverse event monitoring.
Partner with manufacturing sites, R&D, and suppliers to close the loop on consumer complaints through CAPA processes.
Cross-Functional & Strategic Collaboration
Serve as the voice of the consumer in company decision-making, ensuring feedback influences product innovation, labeling, packaging, and quality standards.
Collaborate with Marketing and Corporate Communications to craft consistent consumer-facing messages.
Provide strategic input during product launches, brand campaigns, and innovation projects, ensuring consumer expectations are proactively addressed.
Leadership & People Development
Lead, coach, and develop the Consumer Affairs team to handle consumer contacts with empathy, technical accuracy, and brand consistency.
Build future capability in the team for data analytics, complaint trending, and consumer engagement best practices.
Foster a consumer-first culture across the company through training and communication.
Partner with Supply Chain, Procurement, and Engineering to ensure systemic improvements tied to consumer feedback.
Champion cross-functional "consumer feedback loops" that close the gap between the plant floor and senior leadership.
Qualifications Bachelor’s degree in Food Science, Nutrition, Data Analytics, Business, or related field required.
Advanced degree (MBA, MS, PhD, or equivalent) preferred.
7+ years of experience in consumer affairs, consumer insights, or quality systems within the food & beverage, nutrition, or consumer goods industries.
Demonstrated experience in data analytics, statistical trending, and reporting dashboards.
Experience developing or enhancing consumer affairs programs, complaint handling systems, or consumer insights functions.
Leadership experience managing cross-functional initiatives and teams.
Experience collaborating with manufacturing operations and supplier quality assurance in complaint resolution.
Experience supporting recalls, withdrawals, or adverse event investigations in food and beverage.
Strong analytical skills with ability to apply statistical methods to consumer complaint and trend data.
Advanced proficiency in Excel, Power BI, or equivalent analytics platforms.
Knowledge of CRM, consumer complaint management, and quality management software systems.
Strong knowledge of food safety, labeling, and consumer protection regulations.
Excellent written and verbal communication, with ability to translate technical and regulatory language into consumer-friendly messaging.
Empathy, consumer advocacy, and professionalism in handling sensitive or high-visibility consumer issues.
Familiarity with complaint-tracking tools that can integrate with ERP, MES, and QMS platforms in a manufacturing environment.
Development and execution of a best-in-class Consumer Affairs Program with clear governance, SOPs, and metrics.
Establishment of a robust trending and analytics system providing actionable insights to leadership.
Timely, compliant, and empathetic resolution of consumer inquiries and complaints.
Tangible influence of consumer insights on new product launches, process improvements, and packaging upgrades.
Improved consumer trust, satisfaction, and brand reputation.
Reduction in repeat manufacturing-related complaints (e.g., foreign material, package integrity).
Improved closure rate and timeliness of CAPAs linked to consumer complaints.
Hours, Location and Pay
We offer a competitive base pay rate and comprehensive benefits package for full-time employees. This role works standard business hours Monday - Friday at our Little Chute or Neenah, WI manufacturing facility.
Physical and Mental Demands Frequently required to sit, hear, use hands to type data, and operate a computer or telephone. May occasionally operate business machines and lift/move up to 50 pounds.
Specific vision abilities include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Mental demands include multi-tasking, decision making, problem solving, and data analysis.
Exposure to chemicals, heights, loud noises, mechanical equipment, wet environments, and other potential hazards exists.
Safety Statement
Safety is every employee’s first responsibility. Adhere to safety practices, stop unsafe acts, and report unsafe conditions.
Disclosures The statements describe the general nature and level of work and are not exhaustive.
Responsible for following food safety/regulatory policies, executing responsibilities in SOPs, and reporting concerns.
Drug Free Workplace; subject to drug screen and background check. E-Verify participant. EEO/AA including Veterans and Disabled.
Reasonable accommodation requests: contact HR at HR@trilliantfood.com.
OECD/UN human rights guidance applied.
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Consumer Affairs Manager (Project Management) About Us: Trilliant Food & Nutrition is a leading, vertically integrated manufacturer of premium coffees and powdered beverages, headquartered in Little Chute, Wisconsin. We deliver branded and private label solutions across retail, foodservice, and e-commerce channels. Horseshoe Beverage Company, based in Neenah, WI, is a ready-to-drink beverage manufacturer focused on delivering an exceptional beverage experience. Our brand portfolio includes Victor Allen's®, Dutch Bros® beverages and Nurri™, our better-for-you protein beverage line. We invite you to explore opportunities at Trilliant or Horseshoe to see if your talents fit our openings. Our Core Values and Diversity & Inclusion at Trilliant and Horseshoe: We believe talented, great people are the building blocks of our success. We value the right attitude and 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 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 Marketing.
Integrate consumer complaint data with quality, food safety, and production data to provide a holistic view of product performance in the market.
Benchmark consumer complaint rates against industry standards and competitive data when available.
Quality, Food Safety & Compliance Alignment
Ensure all consumer interactions and complaint investigations comply with FDA, USDA, CFIA, EFSA, HACCP, GMP, GFSI standards and other applicable regulations.
Support Regulatory and Quality in reportable event tracking and ensure proper documentation for recalls, withdrawals, and adverse event monitoring.
Partner with manufacturing sites, R&D, and suppliers to close the loop on consumer complaints through CAPA processes.
Cross-Functional & Strategic Collaboration
Serve as the voice of the consumer in company decision-making, ensuring feedback influences product innovation, labeling, packaging, and quality standards.
Collaborate with Marketing and Corporate Communications to craft consistent consumer-facing messages.
Provide strategic input during product launches, brand campaigns, and innovation projects, ensuring consumer expectations are proactively addressed.
Leadership & People Development
Lead, coach, and develop the Consumer Affairs team to handle consumer contacts with empathy, technical accuracy, and brand consistency.
Build future capability in the team for data analytics, complaint trending, and consumer engagement best practices.
Foster a consumer-first culture across the company through training and communication.
Partner with Supply Chain, Procurement, and Engineering to ensure systemic improvements tied to consumer feedback.
Champion cross-functional "consumer feedback loops" that close the gap between the plant floor and senior leadership.
Qualifications Bachelor’s degree in Food Science, Nutrition, Data Analytics, Business, or related field required.
Advanced degree (MBA, MS, PhD, or equivalent) preferred.
7+ years of experience in consumer affairs, consumer insights, or quality systems within the food & beverage, nutrition, or consumer goods industries.
Demonstrated experience in data analytics, statistical trending, and reporting dashboards.
Experience developing or enhancing consumer affairs programs, complaint handling systems, or consumer insights functions.
Leadership experience managing cross-functional initiatives and teams.
Experience collaborating with manufacturing operations and supplier quality assurance in complaint resolution.
Experience supporting recalls, withdrawals, or adverse event investigations in food and beverage.
Strong analytical skills with ability to apply statistical methods to consumer complaint and trend data.
Advanced proficiency in Excel, Power BI, or equivalent analytics platforms.
Knowledge of CRM, consumer complaint management, and quality management software systems.
Strong knowledge of food safety, labeling, and consumer protection regulations.
Excellent written and verbal communication, with ability to translate technical and regulatory language into consumer-friendly messaging.
Empathy, consumer advocacy, and professionalism in handling sensitive or high-visibility consumer issues.
Familiarity with complaint-tracking tools that can integrate with ERP, MES, and QMS platforms in a manufacturing environment.
Development and execution of a best-in-class Consumer Affairs Program with clear governance, SOPs, and metrics.
Establishment of a robust trending and analytics system providing actionable insights to leadership.
Timely, compliant, and empathetic resolution of consumer inquiries and complaints.
Tangible influence of consumer insights on new product launches, process improvements, and packaging upgrades.
Improved consumer trust, satisfaction, and brand reputation.
Reduction in repeat manufacturing-related complaints (e.g., foreign material, package integrity).
Improved closure rate and timeliness of CAPAs linked to consumer complaints.
Hours, Location and Pay
We offer a competitive base pay rate and comprehensive benefits package for full-time employees. This role works standard business hours Monday - Friday at our Little Chute or Neenah, WI manufacturing facility.
Physical and Mental Demands Frequently required to sit, hear, use hands to type data, and operate a computer or telephone. May occasionally operate business machines and lift/move up to 50 pounds.
Specific vision abilities include close vision and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Mental demands include multi-tasking, decision making, problem solving, and data analysis.
Exposure to chemicals, heights, loud noises, mechanical equipment, wet environments, and other potential hazards exists.
Safety Statement
Safety is every employee’s first responsibility. Adhere to safety practices, stop unsafe acts, and report unsafe conditions.
Disclosures The statements describe the general nature and level of work and are not exhaustive.
Responsible for following food safety/regulatory policies, executing responsibilities in SOPs, and reporting concerns.
Drug Free Workplace; subject to drug screen and background check. E-Verify participant. EEO/AA including Veterans and Disabled.
Reasonable accommodation requests: contact HR at HR@trilliantfood.com.
OECD/UN human rights guidance applied.
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