Incident Management Analyst

General Purpose

Mission is to support and maintain Incident Management and Consumer Affairs (IMCA) guidelines and requirements.
The IMCA Analyst is the secondary Incident Management & Consumer Affairs SME providing regional support to manufacturing and executive Leadership concerning incidents or actual IMCR events for Food Safety, Quality, Environmental, and Occupational Health and Safety issues related to manufactured and distributed products.  If a quality system failure occurs, the IMCA Analyst assists with product traceability and Recall coordination, if necessary.  
 

Duties and Responsibilities

• Specific Responsibilities:
• Supports the daily operations of Incident Management and Consumer Response Program. 
• Supports consumer response efforts and direct interaction with consumers to deescalate complaints. 
• Maintain incident management initiatives, policies, procedures and training to manage and mitigate risks to our stakeholders and trademarks. 
• Provide training for continual improvement of consumer response and incident management capabilities. 
• Supports the development and maintaining strong working relationships within CCSWB and North America Operating Unit, Industry & Consumer Affairs, Care Services North America, Public Affairs & Communications, Safety, Risk Management, Legal, Security, Human Resources and Environmental Affairs.  
• Responsible for Incident Management Hotline and providing notification of incidents/accidents to the leadership.
• Responsible for the incident management hotline with 24/7 capabilities when on call.  On call every other week to support incident management across all facilities (Friday 5:00 PM – Friday 8:00 AM). 
• Supports IMCA Manager with initial disaster response coordination due to hurricane, tornado, flooding, etc. 
• Responsible for monthly reporting of IM/IMCR calls & total complaints. 
• Supports department by managing Purchase Orders, Master Data, Capital Requests and other duties as assigned by Immediate Supervisor.
• Responsible for the incident management hotline with 24/7 capabilities when on call.  
• On call every other week to support incident management across all facilities (Friday 5:00 PM – Friday 8:00 AM).

Qualifications

• High School Diploma required; bachelor’s degree preferred in Chemical, Food, Microbiological Engineering or Business 
• 2-3 years’ experience with the following areas: Customer Service, Management Systems
• 3+ years’ experience in Food or beverage manufacturing experience, relevant SAP application experience
• Excellent communication skills written or verbal with the ability to learn. Bilingual speaker is a plus but not required.
• Ability to empathize with consumers and customers
• Provide consumer and customer support via telephone and/or internet and email 
• Ability to act with urgency to deescalate customer complaints and provide appropriate solutions
• Ability to work under pressure and deal with difficult consumers and customers 
• Able to effectively work individually and in a team environment
• Self-motivated individual with a drive for results
• Ability to establish and define processes, interrelationships, key controls and to continuously monitor and improve processes to facilitate the efficient and effective execution of business activities.  
• Ability to create, track and file documents and records in compliance with The Coca-Cola System, Coca-Cola Southwest Beverages, and/or other formal guidelines.   
• Proficiency in MS Office Suite and capable of learning additional computer programs