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Consumer Care Coordinator

3 months ago

Wyong, Australia Mars Full time
JOB DESCRIPTION

Job Description:

We are seeking a passionate foodie to join us as the Consumer Care Coordinator to be the key liaison between our external consumers and the Mars Food business. You will be critical in being our ‘first point of contact’ to ensure that the experience they are having is helpful, responsive and geared towards solving their issues. This will play a key part in identifying opportunities through contacts and data, to enhance consumer satisfaction.

What will be your key responsibilities?

Respond to consumer enquiries/feedback in professional and courteous manner. Maintain communication and closure of incidents to business and consumer/ customer satisfaction. Escalation of issues that may be significant to the Quality Assurance Manager and Corporate Affairs Director, in efforts to minimize any potential impact to the business or brand. Arranging collection of relevant material where required to aid in investigations. Injury or illness with medical attention escalated immediately to Q&FS Manager for ACCC reporting. Generate Reports and analyse trends associated with contact data. Liaise with other units within ANZ to ensure consistent application of both the Consumer Care function and Mars Pulse database functionality. Ensure all information to be advised to Consumers such as our Allergen, Vegetarian/Vegan, Halal and Nutritional information is accurate and current. Liaising with Product Development on product launches. Liaising with Sales and Marketing to ensure the implementation of effective promotions. Review and improve procedures, practices and tools on an ongoing basis to drive efficiency and effectiveness in the Consumer Care and interfacing areas. Proactively challenge and improve processes and systems for continuous improvement.

Qualifications and experience:

Relevant experience in a customer-focused position or call centre environment. Confidence in navigating CRM systems and/or strong excel skills. Strong problem solving and analytical skills. Ability to work in an adaptable nature with the capacity to embrace change and a fast-paced environment. Strong organizational skills with the ability to balance conflicting priorities accordingly.

Why join Mars Food?

Genuine career progression with a focus on you and your career goals. Best-in-class learning and development support from day one, including access to our in-house Mars University.

Global health and wellbeing program to support flexibility and work-life balance. Opportunity to make a difference with our volunteer and ambassador programs. Be part of a company that is contributing to making the world a better place today and every day through our sustainable generation plan. A culture that offers collaboration, and leadership and rewards you for the role you play within Mars. At Mars Food, work in an environment that contributes to people eating a healthy, tasty, affordable, convenient, and sustainably sourced meals.

Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.