Consumer Care Manager

  • Mars
  • Mt Arlington, NJ, USA
  • Mar 27, 2021

Job Description

A mutually rewarding experience. Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet. What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability. Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job. About Mars, Incorporated Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day. Consumer Care Manager will oversee and coordinate the day-to-day quality assurance KPIs are met at the Consumer Contact Center. They will manage the $2+ million expense budget that is included with Consumer Care. This person will support the implementation of training and motivational programs for Consumer Care Team. It will also be responsible for the development and communication of customer insights to assist in key marketing initiatives and supervise and manage the order entry of high profile and associate orders. Principal Accountabilities Budget management of $2+Million Working with Global VOC Manager on weekly reporting of Call Center contact reasons, NPS and CSAT - utilizing this reporting to drive business change Responsible for vendor hitting all KPIs including but not limited to Service Level, Call Handle Time, email, Chat & Texting Execution of and local input into 5 year Global strategy for Consumer Care Responsible for all points of communications involving M&M’S Retail customers such as scripting, FAQ’s, emails and escalated contacts Point of Contact for VIP & Special Orders Manage coordination between business segments (MCNA, Ethel M’s, M&M’s World and My M&M’S) Monitor and investigate thoroughly all credit and fraud issues presented according to Reimbursement Standard Operating Procedure Manage the process for all product returns in accordance to Mars policies and GMP’s Take escalated customer calls and work with customers to resolve issues Participate in the development and maintenance of best practices; provide work process documentation and standard operating procedures to ensure that the work performed is conducted in accordance with that approved documentation Work with the call center to improve customer communications by leading weekly calibration sessions Maintain knowledge base, “Contact Center Reference Manual”, of processes and procedures for all business segment Provide documented procedures for supporting internal processes for Quality, Food Safety and Financial requirements relative to PCI compliance Assist with development of training and motivational programs as needed within the department Support the execution of the annual marketing programs. Manage promotions, and other marketing mix elements (e.g., packaging changes) through activity management process as required Provide support and strategic input for direct sales, including KPI’s and incentive plans for Direct to Consumer Sales teams Key Functional Skills/Knowledge P&L management Customer Contact Center Operations Experience – including staffing, telecom and reporting Candidate must possess business process documentation skills with technical knowledge of software application. Excellent Customer Service skills required Excel, Word and PowerPoint skills required Ability to provide detailed information to both internal and external partners Ability to manage time to meet deadlines and manage multiple tasks Strong organizational skills SAP-CRM experiences a plus Desired Education or Experience 5 years experience in Customer Service, Marketing or Supply Chain Bachelor’s Degree in Business or Communications preferred 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.