Consumer Affairs Specialist

As a premier global food provider, the OSI Group partners with the world's leading foodservice and retail food brands to provide concept-to-table solutions that delight consumers around the globe.

Join us and discover a work experience where diverse ideas are met with enthusiasm, and where you can learn and grow to your full potential.

We're looking for individuals who thrive in an entrepreneurial environment and who enjoy working as a team to deliver unparalleled service and solutions to our customers.

The salary range posted represents the low and high end of OSI's salary range for this position.

Salaries will vary based on various factors, including but not limited to, location, education, skills, experience and performance.

Base salary is one component of OSI's overall total rewards package.

Other components may include bonuses, special pay programs, comprehensive time off, 401k with match and a full suite of benefit offerings for you and your family.

Position Summary:

This role is responsible for managing consumer inquiries and leading effective issue resolution through a centralized, end-to-end process that ensures accuracy, consistency, and a high standard of service.

The position plays a key role in delivering a seamless consumer experience by partnering cross-functionally to investigate concerns, communicate outcomes, and drive timely resolutions.

The ideal candidate demonstrates strong communication and analytical skills, a solutions-oriented mindset, and the ability to navigate and prioritize competing demands in a fast-paced, operational environment.

Principal Duties & Responsibilities:

• Job is an individual contributor.

• Job is an individual contributor and has no direct reports.

• Serve as the primary point of contact for centralized customer complaints, managing inquiries and issues from customer accounts, final consumers, retail locations, distribution centers, and vendors across the organization.

• Receive, document, and assess complaints related to product quality, food safety, service, delivery, packaging, and compliance, ensuring timely acknowledgment and resolution.

• Coordinate and collaborate cross-functionally with Operations, Quality Assurance (QA), Food Safety, Supply Chain, Distribution, Sales, and Store Leadership to investigate complaints and determine appropriate corrective actions.

• Lead complaint resolution discussions, facilitating clear communication between internal teams and external stakeholders while maintaining a professional, customer-focused approach.

• Escalate complex, high-risk, or repeat complaints in accordance with established escalation protocols, ensuring leadership visibility and timely decision-making.

• Track, monitor, and manage complaint cases through closure using centralized systems and tools, ensuring accuracy, consistency, and documentation integrity.

• Analyze complaint trends and root causes, identifying recurring issues at the store, distribution, o...