Senior Consumer Care Specialist

Reporting to the Senior Director of Consumer Care & Demand Projects, the Senior Consumer Care Coordinator is a liaison between the consumer and the business. The Senior Consumer Care Coordinator acts as the face of HARIBO and is often the first line of contact with consumers, so expertise in brand ambassadorship is essential to success. Responsibilities include but are not limited to addressing consumer feedback in a professional and timely manner, maintaining and updating the consumer care system, compiling monthly reports for stakeholders and providing administrative and project support to the department.

Responsibilities

• Address and resolve consumer complaints/inquiries via our online system, email, social media and or phone in a timely and accurate manner, consistent with our brand voice and values.
• Address and resolve all US consumer foreign material complaints that were submitted via our online system, email, social media and or phone in a timely and accurate manner, consistent with our brand voice and values.
• Track and log of consumer feedback via the online system, e-mail, phone calls and social media.
• Address incoming consumer inquiries and offer productive solutions that increased satisfaction and brand loyalty.
• Knowledgeable of our HARIBO product line, ingredients, allergens, selling locations, etc. to assist consumers with questions regarding our products.
• Create and own process for monthly reporting (including synthesizing and formatting data) in partnership with Global Consumer Care Team.
• Coordinate the investigation of complaints by providing the correct information, collecting samples and routing to the appropriate parties within the HARIBO manufacturing network.
• Report and investigate consumer complaints and inquiry trends to lead to improvements.
• Notice consumer complaint trends and escalate proactively as needed.
• Train and act as a role model to new team members.
• Provide Demand Project Support as assigned.
• Other duties as assigned.

What can you expect?

You will be part of a successful family-run company with core values that is growing internationally faster than ever before. We nurture long-term associate relationships, work-life blend, rich learning environment, and a tangible impact in the company's success.

ABOUT YOU:

Are you looking to make a meaningful impact with your work? Do you thrive in a fast-paced environment? Are you a people-person with a passion for fixing and maintaining things? Does working in a brand new facility excite you? If the answer is yes, then this is the job for you! Working at HARIBO inspires childlike happiness through the impactful work, dedication, and passion for our brand. Come join our team, where our associates are our greatest asset!

The Happy World of HARIBO is more than a business; we’re family. We always have been, since our founding in 1920. For the last 100 years, while we’ve expanded internationally and created over 1,000 confectionery treats, we’ve known our talented Associates are behind our greatest successes. That’s why we’re committed to investing in their growth, development and career opportunities.

At HARIBO, you’re empowered to charter your own path with mentoring and support from colleagues throughout the business. We encourage you to try new things, think of possibilities and aim higher – all while having fun delivering moments of childlike happiness to our gummi fans in the U.S.

Our core values and focus on long-term success continue to guide the way we do business every day. Our success story is rooted in our teams, and giving them the autonomy, support and freedom to make the best decisions for our consumers, customers and each other.

We give back to the places where we live and work. We listen to our consumers and get excited about innovation. We encourage diverse schools of thought and nurture inclusivity. We work to inspire joy through sweet treats that are fun to share. Want to know more about us? Please visit Haribo.com.

We’d love to hear more about you.

HARIBO of America, Inc. is an Equal Employment Opportunity Employer and maintains a Drug-Free Workplace. Employment at HARIBO of America, Inc. is subject to post offer, pre-employment drug testing. The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, including protected veteran status, genetic information or any other basis protected by applicable federal, state, or local laws. HARIBO also prohibits harassment of applicants or employees based on any of these protected categories. It is also HARIBO’s policy to comply with all applicable federal, state and local laws respecting consideration of unemployment status in making hiring decisions.

HARIBO is committed to recruiting, hiring and promoting people with disabilities and veterans. If you need an accommodation to assist with completing the electronic application, please contact the location for which you are applying and ask to speak with the human resources representative or email careers-us@Haribo.com.

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