Consumer Care Coordinator

Here at Mars Petcare we understand better than anyone the importance of your pets, that is why we are making it our mission to put both pets and pet parents at the centre of everything we do! We are seeking a passionate pet parent to join as the Consumer Care Coordinator to be the key liaison between our consumers and the Mars Pet Nutrition ANZ Business. You will be critical in being our ‘single point of contact’ for pet parents across ANZ, 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. Please note: this is an initial 18 month contract What will be your key responsibilities?Develop and maintain relationships with key internal and external stakeholdersRespond in a timely manner to consumer/retailer product/nutrition related enquiries by telephone, email and social mediaFollow our complaints handling procedure, including escalations and formulate appropriate responses and escalate where appropriateProvide technical advice to support Corporate Affairs, Marketing, Quality or Sales teams as requiredBecome an expert across Pet Nutrition to be able to support consumers with information and recommendations on brands and productsProactively challenges and improve processes and systems for continuous improvementEnsure Consumer Care processes operate within and supprot Quality & Food Safety proesses and systems What are we looking for? Relevant experience in a customer-focused position or call centre environmentVeterinary Nursing or Animal Care qualification/experience is preferred but not essentialConfidence in navigating CRM systems and/or strong excel skillsStrong problem solving and analytical skillsAbility to work in an adaptable nature with the capacity to embrace change and a fast-paced environmentStrong organisational skills with the ability to balance conflicting priorities accordinglyAbility to work at pace and deliver high quality work outputs What can you expect from Mars?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 UniversityGlobal health and wellbeing program to support flexibility and work-life balanceOpportunity to make a difference with our volunteer and ambassador programsBe part of a company that is contributing to making the world a better place today and every day through our sustainable generation planA culture that offers collaboration, leadership and rewards you for the role you play within MarsAt Mars Petcare, have a real impact on creating a better world for pets, a world where they're healthy, happy and welcome. This includes in our office. What we stand for: Mars is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, 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. About Us: Mars is a family-owned business with more than $35 billion in global sales. We have been making products for people (and the pets that people love- we proudly take care of half of the world’s pets through our nutrition, health and services businesses) for more than 100 years. We’re behind some of the best loved brands in the world including MARS, SNICKERS, EXTRA, ECLIPSE, PEDIGREE, WHISKAS, DOLMIO, UNCLE BEN’S and MASTERFOODS ROYAL CANIN. We are committed to a sustainable tomorrow through our sustainable in a generation plan that addresses a healthy planet, thriving people and a nourishing wellbeing. Together, our 125,000+ Employees are inspired to take action every day towards the world we want tomorrow.