WHO WE ARE
At Ghirardelli, we honor tradition and drive innovation, aiming to be the top choice for premium chocolate. Our commitment to Making Life A Bite Better inspires both our products and the way we do business. We support personal and professional growth, recognizing that each employee’s contribution directly impacts Ghirardelli’s growth and success. Join our dynamic team and help shape Ghirardelli's future.

Job Summary

The Consumer Relations Specialist serves as a key ambassador for the Ghirardelli brand, engaging directly with consumers to address product inquiries, compliments, and concerns. This role ensures timely responses to consumer inquiries and fosters strong relationships through personalized support and engagement on multiple channels. The Consumer Relations Specialist partners closely with Quality Assurance, Operations, R&D, and Marketing to ensure consumer feedback is accurately documented, investigated, and resolved in alignment with food safety and quality standards, regulatory requirements, and Ghirardelli’s commitment to premium quality and exceptional customer experience.

ESSENTIAL FUNCTIONS

Respond to consumer inquiries, complaints, and feedback via phone, email, and social media in a timely, professional, and empathetic manner
Provide clear explanations of product attributes, ingredients, allergens, quality expectations, and company policies
Develop consumer response letters and compensation decisions consistent with company guidelines
Accurately document consumer contacts in the consumer relations database, ensuring completeness and data integrity
Identify trends in consumer complaints and escalate emerging risks or recurring issues
Initiate and support complaint investigations related to quality, food safety, packaging, labeling, and concerns
Maintain confidentiality and compliance with data privacy policies
Prepare routine complaint metrics and summaries (e.g., complaint rates, categories, trends)
Monitor the performance of the 3rd party call center through defined metrics
Work cross-functionally with Quality, Marketing, Public Relations, Corporate, Legal and R&D to address consumer feedback, identify emerging trends, and drive continuous improvement in product quality and brand reputation
Perform other duties as assigned

MINIMUM EDUCATION AND EXPERIENCE

Bachelor’s degree in business, communications, or a related field
3+ years of experience in Consumer Affairs with a broad understanding of industry standards and best practices
Exceptional interpersonal skills, including empathy and active listening
Strong written and verbal communication skills, with the ability to convey technical information clearly to consumers
Ability to manage conflict and high-stress situations
High attention to detail and strong documentation skills
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Preferred:

Experience in CPG or food manufacturing
Knowledge of chocolate and /or baking

OTHER JOB REQUIREMENTS

Ability to sit, stand, and work at a computer for extended periods
Must be able to concentrate for extended periods of time paying close attention to detail
Must be able to keyboard for extended periods of time
Travel <10%

Salary: $74799 to $97249 / year

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