The Consumer Service Representative is the sole point of contact for all consumer complaints and questions related to Russell Stover Chocolates' products. The Consumer Service Representative is also the primary support team for Ecommerce and Digital activities including providing support for orders placed on Russellstover.com, shipment issues, Rewards Club Loyalty program questions, and more.

This is not a scripted call center. Successful individuals are detail oriented, have the ability to problem solve, are good teammates and customer oriented achievers.

Key responsibilities include but are not limited to:
Consumer Affairs

• Support all Russell Stover, Whitman's and Pangburn's consumers with product complaints and questions received via phone, fax, email, US Mail, and web site inquiries.
• Accurately and completely enter all related information related to consumer complaints and questions the Lindt Global SAP CRM system per Quality Assurance guidelines to be used for root cause corrective action in manufacturing and Quality Assurance, as well as consumer insights used by Marketing.
• Understand nutrition principles to determine which inquiries can be handled routinely or sent for further information.
• Responsible for 100% consumer satisfaction on each consumer contact; accurately process consumer appeasement certification in a timely manner; act as an advocate for our consumer and be professional and caring in all interactions.

E-Commerce/B2B

• Learn and maintain a strong knowledge of brand website information, label information, approved product descriptions, basic nutrition, brand promotions and programs.
• Answer incoming calls and responds to customer emails to provide timely and accurate information regarding customer order status, price, inventory availability, product information, offers solutions to customer needs.
• Provide consumer support via Magento Admin and the Russell Stover e-commerce website.

This is a full-time position. Individuals must be able to pass a four (2) – (3) week in-house training program. Shift will be Monday – Friday from 8:00 am – 5:00 pm.

Basic Qualifications

• High School Diploma or GED
• Prior experience in customer service, sales, or inbound call center operations
• Intermediate computer skills
• Intermediate skills in Microsoft Word and Excel

Preferred Qualifications

• Ability to navigate between different computer systems
• Clear and concise communication skills
• Passion for best-in-class customer service and ability to make customers promoters of our products and services
• Ability to dig into the details of customer issues to solve problems proactively
• Experience with Customer Relationship Management (CRM) systems and SAP
• Proficient problem solving and communication skills
• Proficient organizational, customer service and follow up skills
• Proficient phone skills; ability to maintain composure in stressful situations
• Exceptional interpersonal skills with ability to successfully communicate verbally and writing
• Proficient accuracy in data entry
• Must have the ability to work flexible hours, as needed to support the business needs.
• Must be able and willing to work successfully in a team environment.

Company Description
Russell Stover Chocolates is a leader in the manufacturer of boxed chocolates. The company's three brands – Russell Stover, Whitman's and Pangburn's - are sold in company-owned retail stores and 70,000 wholesale accounts. After nearly 100 years in operation the company manufactures approximately 100 million pounds of chocolate candies each year in its proud tradition of being “Made in America” and “Handcrafted in Small Batches”.

In September 2014, Russell Stover Chocolates was acquired by Lindt and Sprungli, the world leader in premium chocolates. This was the largest acquisition in the history of Lindt and Sprungli which has operations in over 40 countries across the globe. Russell Stover Chocolates joins sister companies Lindt USA and Ghirardelli to form a powerful confectionery triad in North America.

Employment by Russell Stover Chocolates is contingent upon I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification, and satisfactory reference and background checks.

Russell Stover Chocolates is an EOE/MINORITY/FEMALE/VET/DISABLED employer. Principals only please.


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