Consumer Relations And Document Control Associate

Job Type
Full-time
Description
About Us
At Zevia we're creating a world of better-for-you flavor, better for people and the planet. Our team is made up of builders who are passionate about our mission. Together we aim to impact global health, provide affordable better-for-you products, and aid the planet through reduction of plastic. We operate with passion, openness, gratitude, accessibility, humanism, humility, and scrappiness as we fight the good fight to change the beverage industry for good.
Summary
The Consumer Relations and Document Control Associate manages all consumer written communication related to product inquiries, consumer feedback/complaints, and consumer communications to the general email. The Associate is also responsible for Document Control/compliance related to quality and regulatory. This position serves as the primary contact in following up with consumers who have reached out to Zevia and represents the brand to consumers. The role involves high email volume and requires the ability to maintain a friendly, approachable demeanor, using scripted responses in all consumer interactions.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage all e-mails related to Consumer Relations/inquiries, directing appropriate departments for approved response, or with scripted responses. The standard is to reply to all inquiries by the end of the business day and always within 24 business hours.
• Manage the maintenance of IssueTrak for issues that will include, initial problem, short term solutions, root cause, and corrective actions for consumer/customer related issues. Responsible for the completion of IssueTrak investigations and trending items. Manage complaints according to risk and escalate to relevant departments.
• Manage email communication/phone calls for Consumer Relations.
• Manage inquiries from our e-commerce site.
• Manage the coupon program for consumer related issues and shipping requirements, as needed.
• Manage records of consumer interactions and manage the following portals
• IssueTrak: document quality and compliance related complaints
• E-Commerce Log: tracks online consumer issues
• Shopify: manage system for e-commerce requests.
• ZenDesk: Customer Service Software
• Responsible for communicating across departments and service functions with various internal and external stakeholders regarding Consumer Relations.
• Update FAQs with buy-in from appropriate stakeholders
• Manage compliance documents/calendar for suppliers and co-packers. Document control for ingredient, warehouse, and co-pack suppliers to include but not limited to food safety certifications, audits, COIs, FDA registrations, nutritional compliance, etc.
• Manage certification paperwork (additions, updates, renewals) for GFCO, OU, Non-GMO, Organic
• Issuetrak reporting (quality tracker, quality investigations, new product/formulation monitoring)
• Communicate internally on any consumer inquiries/complaints that require escalation, consulting with appropriate stakeholders for approved response.
• Responsible to prepare a quarterly co-pack CPM report.
• Manage office traffic (answer door, manage deliveries, etc.) as back-up to headquarters administrator.

Requirements

• 3+ years of experience in Customer Service or equivalent background. Call center experience and experience in Customer or consumer facing roles is a big plus.
• Previous management of CRM and success record in independent management of priorities
• Ability to maintain calm in stressful situations.
• Has proven excellence in cross-functional collaboration.
• Strong interpersonal and communication skills.
• Skill with Microsoft Word and Excel and a willingness to learn new software and management tools, as needed.
• Bachelor's degree in Business, Communications or Marketing preferred, experience considered in lieu of degree.

Supervisory Responsibility
This position does not currently have supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
The schedule for this position is: 2 Days in Encino Office/ 3 Days Remote
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to ten (10) pounds and occasionally lift and/or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type
Full-time, Exempt
Travel
This position does not require travel.
Work Authorization/Security Clearance
Must be eligible to work in the U.S.
EEOC Statement
We are committed to providing equal employment opportunities for all qualified job candidates and employees. To that end, Zevia maintains a workplace free of discrimination and harassment on the basis of an individual's race (including traits historically associated with race, such as hair texture and protective hairstyles such as braids, locks, and twists), color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical condition), gender (including gender identity, gender expression, change of sex, and transgender status), sexual orientation, sexual and reproductive health decisions, height, weight, age, any physical or mental disability (including gender dysphoria or similar gender-related conditions), medical condition, national origin, ancestry, marital status (including registered domestic partnership, civil union, or any other partnership status), familial status, caregiver status, military or veteran status (including unfavorable discharge from military status), genetic information, genetic testing, predisposing genetic characteristics, caregiver status, order of protection status, work authorization status, citizenship status, immigration status, conviction record or history, arrest record, pre-employment marijuana testing, credit history, salary history, Civil Air Patrol status, status as a victim of domestic violence, assault, or stalking, or any other characteristic protected by applicable local, state, or federal law (each, a "Protected Characteristic").
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
What We Offer

• A collaborative environment, where everyone contributes and delivers
• A place where you can grow, develop and learn
• Competitive compensation that includes a base salary, discretionary bonus and stock options. See below for range.
• A comprehensive benefits package which includes:
  • An array of medical plans
  • Dental
  • Vision
  • Group Life Insurance
  • Short-term disability + Long-term disability
  • Flexible Spending Accounts: Medical, Dependent and Limited Use
  • Health Savings Account
  • Accident Insurance
  • Critical Illness Insurance
  • Hospital Indemnity Insurance
  • Legal Insurance
  • Travel Assistance
  • Employee Assistance Program
  • Pet Insurance
  • 401k Plan (Traditional and Roth)
  • Vacation, Personal/Sick Days, and Holidays
  • Professional development contributions
  • And of course, all the Zevia you can drink!

Salary Description
$66,650 - $67,000 annually / bonus / equity