Consumer Advocacy Specialist in Greensboro, NC at ITG Brands

Date Posted: 4/25/2022

Job Snapshot

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Job Description

If working for a company that values its people and recognizes the importance of work/life balance is appealing to you, look no further than ITG Brands!


ITG Brands is the U.S. division of Imperial Brands. We are the nation's third-largest tobacco company with offerings of some of the most well-known cigarette, cigar and vaping products. ITG Brands carries at its core, the mindset that, in order to succeed, a company must treat its people well and give them the tools they need to win.  We are currently searching for a Consumer Advocacy Specialist located in Greensboro, North Carolina.

Job Summary:

Under general supervision, provides customer support by resolving routine and non-routine consumer inquiries and complaints, escalating complex complaints when appropriate, and maintaining detailed records of these communications for reporting and analysis.



Duties and Responsibilities:

(This list is not exhaustive and may be supplemented as necessary by the Company)


  • Receives, analyzes, classifies and records all consumer complaints and inquiries by interviewing dissatisfied customers by phone, by interpreting written correspondence, by examining available product, by assigning sequential control numbers and by updating the customer communications database according to departmental procedures.
  • Compiles consumer complaints resulting from Manufacturing, sales-related complaints and comments, vendor rating, and competitive brand reports by obtaining data, maintaining defective material database, calculating, verifying, assembling, charting, obtaining approval, preparing cover letters, and preparing reports for distribution.
  • Provides all requested consumer complaint letters, product, and inquiries to the appropriate departments for review and/or corrective actions by organizing and forwarding the complaint information to the appropriate departments daily.
  • Prepares and disseminates appropriate consumer response communications in a timely manner, e.g., consumer response letters, appropriate coupons, etc.
  • Communicates sales letters to appropriate manager(s), monitors and reports over-due response times, and maintains records of field sales personnel and territory changes in the database to assure sales-related complaints are handled promptly.
  • Generates ad hoc data summaries in support of quality improvement initiatives.
  • Effectively establishes rapport with customers demonstrating strong communication and customer service skills to clearly define problems, raise concerns when necessary, and resolve issues.
  • Performs other job-related duties as assigned.

Job Requirements

Required Minimum Qualifications:

Education and Experience:

  • High School Diploma or GED and 3+ years related work experience

Knowledge of:

  • Intermediate to Advanced proficiency with Microsoft Office (Outlook, Word, Excel, & PowerPoint) and Microsoft Teams

Skilled in:             

  • Verbal and written communication
  • Attention to detail
  • Problem/situation analysis
  • Effective time and task management
  • Multitasking capabilities
  • Flexibility and adaptability

Ability to:

  • Communicate to a broad and diverse audience
  • Maintain effective working relationships
  • Demonstrate critical thinking
  • Work with diverse populations and varying education levels
  • Receive and communicate information orally and in writing
  • Prioritize assignments, workload, and manage time accordingly
  • Work with business partners in different time zones
  • Work a fluctuating work schedule


Preferred Qualifications:

Education and Experience:

  • 3+ years related work experience to include, but not limited to:
    • Working with regulated products
    • Demonstrated history of individual performance meeting customer satisfaction and documentation standards

Knowledge of:

  • FDA, regulatory, and compliance policies

Ability to:

  • Become a subject-matter expert on the business and product line


Work Environment and Physical Demand:


  • Requires moderate physical effort. Occasionally lifts or moves objects up to 10 lbs.
  • Walks, sits, or stands for extended periods.
  • Reach and grasp objects / hand-eye coordination
  • Requires prolonged machine operation including vehicle, computer, and keyboard equipment
  • Use of manual dexterity and fine motor skills
  • Experience exposure to uncomfortable work environment due to extreme temperature, noise level, and other conditions including second-hand smoke and/or vape


This job description is intended to be generic in nature and describe the essential functions of the job.  It is not necessarily an exhaustive list of all duties and responsibilities.  The essential duties, functions and responsibilities, and overtime eligibility may vary based on the specific tasks assigned to the position.


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  2. Customer Service Jobs

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