Consumer Care Associate (Finance)

Job Description:

What will be your key responsibilities?
• Provide nutritional education and guidance on enquiries from consumers including but not limited to nutrition, pet health, products, services, and other company enquiries.

• Proactively utilize customer interactions as a mechanism to build brand and corporate reputation.

• Answering phones and the ability to deal with consumer & customer interactions on all channels.

• De-escalate, resolve conflict and exude patience in all interactions.

• Identify consumer contact trends and surveillance/listening results to identify potential issues proactively.

• Foster and maintain internal relationships with Customer Service, Marketing, Sales, Accounting, Research & Development, Clinical Research, Quality & Food Safety across pillars to maximize synergies and efficiencies

• Triage cases to appropriate internal services.

• Maintain accurate and timely records of all cases in a centralized system.

• Perform and meet individual and team KPIs.

• Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings.

• Support consumer understanding and continual product improvement by monitoring and sharing cases for various internal stakeholders, including business leadership.

• Provide feedback on process improvements.

• Contribute to new agent trainings as needed.

• Adheres to applicable Quality and Food Safety Policies and Quality Management System requirements to ensure compliance to MARS standards. Demonstrates a quality culture in actions, words, and spirit.

• Other duties as assigned.

Skills for the Role:
Action Planning, Commercial Acumen, Customer and Market Analysis, Customer Focused Approach, Data Collection and Analysis, Masters Service Conversations, Planning and Organizing, Policy and Procedures, Strengthens Customer Connections, Verbal Communication

What can you expect from Mars?

• Work with over 140,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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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.