Consumer Response Coordinator

6 months ago

Chatswood, Australia PepsiCo Full time

Overview:
Work for a global FMCG company with some of the world’s most trusted and iconic brands. Be part of an exciting business where employees are recognized and career growth is supported. To continue our success, we currently have an exciting opportunity for a Part Time Consumer Response Coordinator. This role will be responsible to respond to all consumer queries and complaints, regarding our company, its products and promotions in a manner that results in a positive consumer experience with the company. You will also need to ensure that ongoing feedback is provided to the relevant business processes (primarily Supply Chain & Marketing) as part of the process of continuous improvement.
- Part Time Position: 24 hours per week

**Responsibilities**:
Key Responsibilities:

- Ensure full case responsibility for consumer enquiries until resolution
- Liaise cross functionally with Supply Chain, R&D, IT, Sales and Marketing for any escalations and/or as part of the process of continuous improvement
- Liaise with any external research laboratory to conduct analysis or investigations of enquiries
- Ensure all serious consumer enquiries are processed in line with procedures and handled with the appropriate level of sensitivity
- Proactively identifying and analysing issues and trends using real time data to formulate a response plan e.g. recalls, promotional adjustment etc
- Ensure all standard consumer contacts (mail and/or telephone) are recorded and maintained

Qualifications:
**About you**:

- Experience in customer service role
- Experience with social media and digital engagement (preferable)
- Experience using a CRM system such as Salesforce (preferable)
- Excellent communication and influencing skills
- Ability to remain calm under pressure from external (consumers) or within the organisation
- Strong time management and prioritisation skills within a fast paced environment
- Ability to problem solve and the tenacity in following up on queries/escalations to resolution
- Ability to work additional hours/days for leave coverage within the small team

**For you**:

- We offer a competitive benefits package
- Access generous leave options (e.g. wellness, birthday, volunteer, purchase additional leave/cash out leave)
- We understand that bringing the best version of yourself to work means looking after yourself holistically. Our Health & Wellness programs support you with all dimensions of wellness
- Access learning programs for your professional development, as well as our global offerings and online courses.

**About us**:
We are a progressive and people-focused business and believe our diverse workforce is the key to our success. Because we value our employees and their families, we offer an agile and flexible working environment with an emphasis on work life balance and health, as well as plenty of learning opportunities and room to grow your career.
- Recognised as a Top Employer in both Australia and New Zealand in 2021 and 2022, one of only 16 organisations globally to earn this certification.
- Recognised as an WGEA Employer of Choice for gender equality for the past 12 years and is one of the leading organisations in this space.
- Gender Tick (NZ)
- Family Friendly Certification (AU)

Pep+ (PepsiCo Positive) is the future of our organization - a strategic end-to-end transformation, with sustainability at the center of how we will create growth and value by operating within planetary boundaries and inspiring positive change for the planet and people. It is our roadmap for becoming the global leader in convenient foods and beverages and a leading actor in the transformation of the global food system.

With a large portfolio of food and beverage brands, PepsiCo Australia & New Zealand employs more than 1,600 people across ANZ at Smiths Snack Food Company, Bluebird Foods NZ and PepsiCo Beverages. With global brands like Doritos, Gatorade, and Pepsi Max, we also make some home-grown favourites such as Smith’s Chips, Red Rock Deli, Twisties, and our Bluebird NZ snack brands.

Interested? Know someone who might be? This is a great opportunity to join the PepsiCo ANZ team.

**PepsiCo’s hiring process**:

- Interview(s) and skills evaluation
- Online Assessment process
- Background checks

**At PepsiCo, we believe what makes you unique, makes us better. We embrace equal opportunities for all employees. We believe that our people are our best asset and understand the importance of bringing different perspectives, different lenses and different experiences to our workplace. We are committed to building and supporting an inclusive workforce that truly reflects the global communities we operate within. We encourage women, people with a disability, Aboriginal and Torres Strait Islander, LGBTQI+ and people from culturally and linguistically diverse backgrounds to apply.

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