Sr. Consumer Services Associate - Ben & Jerry's

The Magnum Ice Cream Company; South Burlington (VT); On-site; USD 54,000 - 68,000; Full time

Benefits offered by this job

Health Insurance and Benefits

Retirement Savings

Life Insurance & Disability

Parental Leave

Sick Leave

Paid Vacation & Holidays

Voluntary Benefits

Job summary

The Magnum Ice Cream Company in Vermont is seeking a customer care ambassador to engage fans across email, phone, mail, and live chat, delivering exceptional service with empathy and professionalism.

You will manage consumer inquiries, maintain records, and collaborate with cross-functional teams to support product launches, campaigns, and brand initiatives. This role offers growth in a dynamic, consumer‑facing environment with a strong focus on customer love and data‑driven service.

Qualifications

• 2–3 years of experience in a fast-paced, consumer-facing environment.
• Bachelor's degree in Business, Communications, or equivalent combination of education and experience.
• Experience supporting customers across multiple channels, including phone, email, chat, and written correspondence, while maintaining a high level of service and professionalism.
• Excellent verbal and written communication skills, with highly developed listening abilities.
• Demonstrated ability to prioritize and manage a high volume of inquiries across multiple communication channels.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and ability to quickly learn contact management, CRM, and reporting systems.
• Strong attention to detail with experience maintaining accurate records, managing data entry, and completing repetitive tasks accurately, efficiently, and confidentially.
• Proactive and resourceful, with the ability to build cross-functional relationships and navigate challenges effectively.
• Demonstrated ability to work independently and productively and take ownership of both daily responsibilities and additional projects.
• Ability to perform onsite operational responsibilities, including handling incoming and outgoing mail and scanning and processing documents.

Responsibilities

• Engage with fans across email, phone, mail, and live chat regarding products, Scoop Shops, campaigns, and other inquiries, delivering exceptional service with empathy, professionalism, and care.
• Handle escalated cases with sound judgment and composure, resolving complex consumer concerns while maintaining a positive fan experience.
• Maintain accurate consumer records by documenting interactions, scanning and uploading correspondence, and updating consumer engagement systems to support timely issue resolution.
• Maintain accurate information for knowledge library to support team’s ability to accurately and efficiently answer fan inquiries.
• Coordinate with Quality team to ensure efficient communication regarding foreign objects and cases that require further investigation.
• Participate and collaborate on cross-functional work teams to address improvement initiatives and answer business questions. Provide project status updates to team and manager on a regular basis.
• Play a key role in building brand and fan love through creating meaningful and thorough consumer interactions
• Manage incoming and outgoing consumer mail, ensuring timely processing, documentation, and response coordination.
• Utilize consumer engagement and business tools, including Salesforce, Microsoft Office Suite (Excel, PowerPoint, Outlook, Word), and other systems required to support consumer care operations, reporting, and project work.

Skills

Customer service experience

Multichannel support

Verbal and written communication

High-volume handling

Attention to detail

Independent work

Education

Bachelor's degree in Business, Communications, or equivalent combination of education and experience

Tools

Microsoft Office Suite (Outlook, Excel, Word)

Job description

Life tastes better with ice cream

With 19,000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry.

We create iconic ice cream brands that are part of everyday life, bringing moments of joy to millions of people around the world. Everybody loves ice cream. And as the world’s biggest pure‑play ice cream company, we have the scale and ambition to make a real difference.

What Truly Sets Us Apart Is How We Work

We move fast and keep things simple. We turn ideas into action, trust people to take ownership, and work as one team to win together with integrity. Our culture is high‑performance, collaborative and focused on getting things done.

We’re curious and ready for what’s next. We embrace digital, use data to make better decisions, and keep learning, including how AI can help us work smarter and serve consumers better.

Terms

Candidates must be legally authorized to work in the United States on a full‑time basis without the need for current or future employer sponsorship. Employment eligibility will be verified as part of the hiring process.

The Role

The ideal candidate for this position will be a passionate ambassador of good will, an avid learner and curiosity seeker who is willing to grow in this position. We are the voice of Ben & Jerry’s to most of our fans! We’re looking for someone who will go above and beyond to provide outstanding customer service while keeping it fun and engaging for our fans and co‑workers.

This team member will monitor and manage consumer contacts received through our various contact channels including phone calls, emails, an occasional letter, and social media accounts.

This person will provide timely, accurate, fun and informed responses to our consumers and stakeholders regarding products, new product launches, social mission initiatives, scoop shops, and company-sponsored campaigns.

Responding to a wide array of questions and concerns, managing and keeping current information on product and company knowledge, managing an occasional challenging conversation, and keeping a pleasant and upbeat attitude throughout the day is what this team is known for. In addition, we encourage all team members to explore and become involved with cross functional teams which could be Marketing, R&D, Manufacturing, PR, Retail Operations, Social Mission, or others as a way to enhance future career opportunities within the company, learn several facets of our operations and initiatives, and to provide personal growth and development.

What You’ll Be Responsible For

• Engage with fans across email, phone, mail, and live chat regarding products, Scoop Shops, campaigns, and other inquiries, delivering exceptional service with empathy, professionalism, and care.
• Handle escalated cases with sound judgment and composure, resolving complex consumer concerns while maintaining a positive fan experience.
• Maintain accurate consumer records by documenting interactions, scanning and uploading correspondence, and updating consumer engagement systems to support timely issue resolution.
• Maintain accurate information for knowledge library to support team’s ability to accurately and efficiently answer fan inquiries.
• Coordinate with Quality team to ensure efficient communication regarding foreign objects and cases that require further investigation.
• Participate and collaborate on cross-functional work teams to address improvement initiatives and answer business questions. Provide project status updates to team and manager on a regular basis.
• Play a key role in building brand and fan love through creating meaningful and thorough consumer interactions
• Manage incoming and outgoing consumer mail, ensuring timely processing, documentation, and response coordination.
• Utilize consumer engagement and business tools, including Salesforce, Microsoft Office Suite (Excel, PowerPoint, Outlook, Word), and other systems required to support consumer care operations, reporting, and project work.

We’re Looking For Someone Who

• 2–3 years of experience in a fast-paced, consumer-facing environment, preferably in a contact center, call center, consumer affairs, customer care, or similar setting requiring high-volume phone and email-based customer support.
• Bachelor's degree in Business, Communications, or equivalent combination of education and experience.
• Experience supporting customers across multiple channels, including phone, email, chat, and written correspondence, while maintaining a high level of service and professionalism.
• Excellent verbal and written communication skills, with highly developed listening abilities.
• Demonstrated ability to prioritize and manage a high volume of inquiries across multiple communication channels.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and ability to quickly learn contact management, CRM, and reporting systems.
• Strong attention to detail with experience maintaining accurate records, managing data entry, and completing repetitive tasks accurately, efficiently, and confidentially.
• Proactive and resourceful, with the ability to build cross-functional relationships and navigate challenges effectively.
• Demonstrated ability to work independently and productively and take ownership of both daily responsibilities and additional projects.
• Ability to perform onsite operational responsibilities, including handling incoming and outgoing mail and scanning and processing documents.

What You’ll Get

Alongside meaningful work and strong development, we offer a reward package that typically includes

• Market-competitive pay and performance related rewards
• Flexible ways of working
• Support for health, wellbeing and life outside of work
• Time off to rest and recharge
• Ongoing learning and development opportunities

Pay

The pay range for this position is $54,000 to $67,600. The Magnum Ice Cream Company (TMICC) takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.

Bonus

This position is bonus eligible.

Benefits

TMICC employees are eligible to participate in our benefits plan.

• Health insurance (including prescription drug, dental, and vision coverage)
• Retirement savings benefits
• Life insurance and disability benefits
• Parental leave
• Sick leave
• Paid vacation and holidays
• Access to numerous voluntary benefits

Specific benefits vary by location

Why Join Us?

This is a place for people who are passionate about ice cream and are growth obsessed - both for the business and for themselves. People who act like an owner and drive our business end-to-end. People who are driven by success to deliver more than we ever thought we could!

You’ll thrive here if you value an inclusive culture, with low ego and hierarchy - and if you’re excited to continuously learn and challenge how we work, using digital, data, and new thinking to push us forward.

• Roles with real accountability and visible impact
• Free to move fast, experiment and challenge how things are done
• Continuous learning and development as the business grows
• Reward linked to performance and contribution.

Your career here is shaped by what you deliver, as you work across functions and markets and grow with the business.

If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at [e-mail]. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.

Additional Information

The Magnum Ice Cream Company is an Equal Opportunity Employer. We embrace diversity and are committed to creating an inclusive environment where everyone can do their best work regardless of age, disability, gender identity, race, religion, sexual orientation, or any other protected characteristic.

Disclaimer

Equal Opportunity Employer: The Magnum Ice Cream Company is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability.

Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.