Consumer Care Associate

Mars, Incorporated and its Affiliates; Old Toronto; Remote; CAD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a passionate individual to join their remote team. This role focuses on providing exceptional customer care and nutritional guidance to pet owners, ensuring they receive the best support possible. The ideal candidate will be bilingual in French and English, possess strong communication skills, and have a background in veterinary sciences or nutrition. With a commitment to quality and a culture of continuous improvement, this company offers a dynamic work environment where your contributions will be valued. If you have a love for pets and a desire to make a difference, this opportunity is perfect for you.

Benefits

Best-in-class learning and development support

Access to Mars University

Industry competitive salary

Company bonus

Diverse and talented associates

Qualifications

• Fluent bilingual (French/English) both written and verbal is required.
• Experience in customer care and veterinary fields is highly desirable.

Responsibilities

• Provide nutritional education and guidance on consumer enquiries.
• Maintain accurate records and meet individual and team KPIs.
• Foster internal relationships to maximize efficiencies.

Skills

Bilingual (French/English)

Customer Care Experience

Veterinary Knowledge

Communication Skills

Proficiency in Windows and Microsoft Suite

Organizational Skills

Time Management Skills

Adaptability to Pet Friendly Environment

Scientific Knowledge (Nutrition, Food Science)

Education

College or University Qualification in Veterinary Sciences

Registered Veterinary Technician (RVT)

Tools

Centralized Case Management System

Microsoft Suite

Job description

Job Description:

This role is remote and can be based anywhere in Canada, provided applicants have a dedicated workspace and minimum internet connection of 100kbps.

**Fluent bilingual (French/English) both written and verbal is required**

What are we looking for?

• Experience in customer care highly desirable
• Experience in the veterinary and/or nutrition field(s) an asset
• College or university qualification in veterinary sciences field preferred, but not required (ie. Registered Veterinary Technician RVT)
• Bilingual (French/English), written and verbal is required.
• Strong verbal and written communication
• Proficiency in Windows operating systems and Microsoft Suite
• Organizational, planning and time management skills
• Must be able to adapt to a pet friendly environment when in the office
• Must have a passion for helping peers, pets, and customers
• Ability to work in high volume, fast paced every changing atmosphere
• Scientific knowledge (general sciences, manufacturing, veterinary, nutrition, food science) is an asset.

What will be your key responsibilities?

• Provide nutritional education and guidance on enquiries from consumers including but not limited to nutrition, pet health, products, services, and other company enquiries.
• Proactively utilize customer interactions as a mechanism to build brand and corporate reputation.
• Answering phones and the ability to deal with consumer & customer interactions on all channels.
• De-escalate, resolve conflict and exude patience in all interactions.
• Identify consumer contact trends and surveillance/listening results to identify potential issues proactively.
• Foster and maintain internal relationships with Customer Service, Marketing, Sales, Accounting, Research & Development, Clinical Research, Quality & Food Safety across pillars to maximize synergies and efficiencies.
• Triage cases to appropriate internal services.
• Maintain accurate and timely records of all cases in a centralized system.
• Perform and meet individual and team KPIs.
• Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings.
• Support consumer understanding and continual product improvement by monitoring and sharing cases for various internal stakeholders, including business leadership.
• Provide feedback on process improvements.
• Contribute to new agent trainings as needed.
• Adheres to applicable Quality and Food Safety Policies and Quality Management System requirements to ensure compliance to MARS standards. Demonstrates a quality culture in actions, words, and spirit.
• Other duties as assigned.

What can you expect from Mars?

• Work with over 130,000 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.