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Form of workOur Story
Carman’s Fine Foods has been a delicious labour of love for over 30 years, growing across multiple channels with breakfast and snacking portfolio’s in both domestic and international markets. A great success story, Carman’s is a 100% Australian owned family business that manufactures all products locally.
About the role
We are seeking a dynamic and energetic Consumer Care Manager with exceptional communication skills to look after our amazing consumers on a 12-month fixed term parental leave cover. As the first point of contact with our consumers, this is a highly valued role at Carman’s, based in Huntingdale and reporting to our Head of Quality and Consumer Care.
Key to your success in this role will be your ability to operate in a dynamic, fast-paced environment with a willingness to do whatever it takes to get the job done. You will have an exceptional strategic focus with the drive to achieve beyond what is thought possible.
What does my day look like?
- Dealing with our consumers directly, via email and telephone to resolve issues, answer queries and be the first point of contact for Carman's.
- Development and implementation of Consumer Care related quality management policies, manuals and procedures
- Working closely with the broader Quality team to manage all consumer complaints, including responding to and resolving issues
- Regular and adhoc reporting on consumer complaints and feedback to provide business wide insights
- Undertaking regular product training to ensure accurate information is provided to our consumers
- Leading and developing our Consumer Care Coordinator
- Play an active part in crisis management, should an incident occur
- Responsible for the management of social media accounts from a consumer services function perspective, actively monitoring and responding to consumers
- Assisting with donations and ongoing sampling work
What are we looking for?
- A 'people' person with a passionate and engaging personality
- Someone who understands putting the Consumer first as a priority
- Experience in a similar customer service role within the FMCG industry highly desirable
- Demonstrated experience managing social network accounts and an understanding of relevant marketing strategies
- Ability to multitask and work calmly under pressure
- Knowledge of Consumer Law
- A solid understanding of customer service best practices and Salesforce
- A can-do attitude, with the willingness to undertake all aspects of the role including admin tasks
- Brilliant relationship building skills & attention to detail
- Exceptional verbal and written communication skills
What are we offering?
- Hybrid working arrangements (Tuesdays we are all in the office & eat lunch together!)
- Our wellbeing program. This includes free weekly yoga, gym and meditation classes. Team members are encouraged to use the gym at their leisure – we even have a sauna and massage room! Oh, and sleep pods that were designed for NASA!
- Free parking directly opposite the building
- Walking distance to Huntingdale train station
- Free, barista-made coffee from the Carman’s Kitchen Store via our Coffee Concierge service and an on-site chef who whips up fresh, healthy subsidised lunches
- Free snacks, breakfast, and fruit. You can also take home a bag of Carman’s products each week
- A day off on your birthday
- Half day off quarterly to do your personal chores
- Two doona days per year
- Thursday afternoon drinks!
- Ongoing personal and professional development programs, catered to individual needs and aspirations.
