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SalaryHere 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.
What will be your key responsibilities?
- Develop and maintain relationships with key internal and external stakeholders
- Respond in a timely manner to consumer/retailer product/nutrition related enquiries by telephone, email and social media.
- Follow our complaints handling procedure, including escalations and formulate appropriate responses and escalate where appropriate
- Provide technical advice to support Corporate Affairs, Marketing, Quality or Sales teams as required
- Become an expert across Pet Nutrition to be able to support consumers with information and recommendations on brands and products
- Proactively challenge and improve processes and systems for continuous improvement
- Ensure Consumer Care processes operate within and support Quality & Food Safety processes and systems
- Relevant experience in a customer-focused position or call centre environment
- Veterinary Nursing or Animal Care qualification/experience is preferred but not essential
- Confidence in navigating CRM systems and/or strong excel skills
- Strong problem solving and analytical skills
- Ability to work in an adaptable nature with the capacity to embrace change and a fast-paced environment
- Strong organisational skills with the ability to balance conflicting priorities accordingly
- Ability to work at pace and deliver high quality work outputs
- Genuine career progression with a focus on you and your career goals. Best-in-class learning and development support from day pne, including access to our in-house Mars University
- Global health and wellbeing program to support flexibility and work-life balance
- Opportunity to make a difference with our volunteer and ambassador programs
- Be part of a company that is contributing to making the world a better place today and every day through our sustainable generation plan
- A culture that offers collaboration, leadership and rewards you for the role you play within Mars
- At 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.
