Senior Specialist Technical Services

Job Description:

This associate is responsible for actively driving company reputation through management of critical cases, and ensuring corporate and brand knowledge integrity, acting as a CA resource for product knowledge, fish health and

wellness support, and escalation management. The primary purpose of this role is to support consumers through their fish keeping journey by answering consumer inquiries and problem-solving aquarium questions and issues in

our core markets.

What are we looking for?

• Bachelor's degree in Public Relations, Marketing/Business or Science/Technology (Animal Science, Biology, Chemistry, etc.)
• Strong knowledge of aquatics.
• 1-3 years of experience in related work (customer service, technical services, consumer relations, etc.)
• Positive, service-oriented attitude.
• Strong communication skills (oral, written, listening). This includes ability to give effective presentations to all levels of management.
• High levels of interpersonal skills specifically in the area of influencing without direct authority, resolving conflict, and creative problem solving.
• Knowledge of computer and MS Office (Excel, Word, PowerPoint, Outlook, etc.)
  
  

What will be your key responsibilities?

• Respond to customer inquiries via phone, email, and online platforms and provide excellent support.
• Maintains accurate customer and/or consumer records in database that aligns with Mars Consumer Care
• Standard and applicable government agency requirements.
• Understand the business and maintain knowledge of the competitive landscape to identify and clarify consumer inquiries.
• Act with urgency to mitigate risk to the business through the holistic management of critical cases including escalations of high-touch cases with consumers and other stakeholders.
• Work across Corporate Affairs for proactive and reactive messaging based on consumer and industry trends to ensure the team is prepared to provide exceptional consumer service
• Collaborate with CHA manufacturing facilities and Q&FS representatives to report CCIs and handle escalated cases, while driving continuous improvement and maintaining compliance of key processes.
• Analyze consumer complaints data and reports out CPM metrics as part of periodic and quarterly reviews.
• Work with Quality & R&D Director to identify trends, drive timely actions and continuous improvement.
• Monitor escalating issues and demonstrate effective team communication to ensure preparedness
• Package and ship packages to customers/consumers (must be able to occasionally lift up to 30 lbs) to fulfill any warranty shipment needs.
  
  

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.
• Best-in-class 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.
  
  

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, 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.