Job Description:

This role serves as the first point of contact for our guests, responsible for providing White Glove concierge service to our Ethel M Chocolates guests assisting with email, phone or web ordering, general information about our retail store or events in addition to any other Ethel M inquiry or complaint and is under the direct supervision of the Guest Services Manager. Provide concierge service for new and existing Ethel M customers. Proactively pitching new items and surplus product overflow to our Top Buyers and proactive in lead generation.

What are we looking for?

Minimum Requirements:

• High School Diploma or equivalent; college degree preferred.

Preferred Experience:

• 1+ year of call center experience preferred with affluent/retail customers.

• Ability to navigate computerized data entry systems such as SAP/CRM and Salesforce or similar inventory management system.

• Incorporates positive customer focus by establishing and maintaining relationships with guests.

• Excellent oral and written communication skills.

• Strong active listening skills and patience.

• Ability to consistently deliver high quality customer service in a professional manner.

• Demonstrates professional Customer Service skills.

• Strong Administrative Skills

What will be your key responsibilities?

• Initiate and action Salesforce Leads in collaboration with Ecommerce Team and upsell while on the phone with live customers (Incentives via MARs Stars Program and Target Goals subject to change).

• Resolve order related issues (e.g. order status, delay, shipping/tracking) by providing white glove treatment to all guests and follow up accordingly in a timely manner.

• Use ‘The Five Principles’ as the guide to ensure procedures.

• Resolve issues while projecting and maintaining a professional customer service demeanor.

• Collaborate closely with the Guest Services Manager to escalate cases and sufficiently address customer needs.

• Demonstrate customer understanding through resolution ownership and anticipating needs.

• Develop and maintain working knowledge of guidelines, program, procedures, and systems.

• Flexibility in schedule to accommodate holiday needs.

• Complete accountability of order process management in CRM (and future programs) including set up of customers, accurate entry of orders, shipments, cancelling orders and issuing credit memos. Establishes and maintains files and records in accordance with internal procedures in Salesforces, Shared drive, and Teams.

• Process corporate bulk order upload, process batch and payment process, complete configuration and confirm order release. Confirm shipment and provide tracking to customers. Provide marked paid receipt for customer records.

• Mandatory PCI Compliance when dealing with customer financials via Adyen and PCI Pal Applications.

• Item/sku testing for Guest Services and ecommerce teams. Including the testing of customer groups numbers and campaign promo codes.

• Guest Services support for our loyal high-volume buyers (which will require outbound calling or emailing to VIP consumers.

• Maintaining a positive, empathetic, and professional attitude toward customers always.

• Create memorable, white glove service moments through all intake channels.

• Resolve requests through various intake channels such as calls, emails, voicemails and/or internal chats using standard scripts, FAQs, experienced knowledge.

• Processing orders, requests, transactions, refunds, complaints, as necessary.

• Document important customer and customer interactions in Salesforce for future reference to other departments and customer order processing.

• Knowledge of our product inside and out to effectively answer informational questions.

• Continuously look for areas of improvement and communicate suggestions to managers as appropriate.

• Provide informal guidance, support, and training to newer team members.

• The position is a hybrid role, requiring 40% onsite based on their schedule. Assigned remote workdays may occur at the manager’s discretion. 5 Days a week: 8-1 pm M-TH and Fri 8-12 pm

What can you expect from Mars?

• Work with diverse and talented Associates, all guided by the Five Principles.

• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.

• A strong focus on learning and development support from day one, including access to our in-house Mars University.

• An industry competitive salary and benefits package, including company bonus.

The base pay range for this position at commencement of employment is between the range listed below, however, base pay offered may vary depending on multiple individualized factors, including but not limited to, market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, if eligible, including variable pay, medical and dental benefits, participation in 401k plan, and paid time off benefits.  Eligibility for these additional elements depend on the position offered and the employee’s work schedule (i.e., part-time schedule, store associate).  Details of participation in these benefit plans will be provided if an applicant receives an offer of employment.