B&J’s Associate Consumer Services Associate

B&J’s Associate Consumer Services Associate Job Description

Department: Consumer Services

Reports To: B&J’s Consumer Affairs Manager

Pay Range: $21.30/hr to $31.66/hr, based on experience

Location: South Burlington, VT
Hybrid options available
Must be in driving distance to South Burlington, VT and able to work in office 2-3 days per week.

Department: Monday – Friday 8:30am – 5pm

About Ben & Jerry’s Ben & Jerry's Homemade Inc., started in 1978 in a renovated gas station in Burlington, Vermont, USA, founded by childhood friends and dedicated activists Ben Cohen and Jerry Greenfield. Soon after, Ben and Jerry developed the ambition of linked prosperity for the business, following a three-part mission:
Social, Product and Economic. Central to the mission of Ben & Jerry's is the belief that all three parts of our mission must thrive equally. This translates into a high-paced growth environment without compromising our grassroots and activist spirit.

• Social Mission:
  We initiate innovative ways to improve the quality of life locally, nationally, and internationally specifically on Climate Justice and Social Justice, Racial Justice, and Economic Justice.
• Product Mission:
  We make and distribute the finest quality natural ice cream and euphoric concoctions.
• Economic Mission:
  We operate our Company for sustainable, Profitable financial growth.

About The Magnum Ice Cream Company As of December 2025, the Magnum Ice Cream Company (formerly a division of Unilever) is a standalone, independent, EUR 7.9 billion publicly listed company, of which Ben & Jerry’s is a member. Magnum is on a mission to create the ultimate snacking company. A place where growth, innovation, founder and ownership mentality, and performance are cultivated and rewarded.

And where extraordinary ice cream experiences are crafted - transforming ordinary moments into lasting memories. Because life tastes better with ice cream.

Role Overview

A customer-focused, high-energy role serving as a key voice of Ben & Jerry’s to consumers. This position requires a proactive, solutions-oriented individual who delivers engaging, accurate, and responsive support across multiple channels (primarily phone and email). The role handles a wide range of inquiries—including complex or escalated concerns—while maintaining a positive and upbeat approach. The ideal candidate is curious, adaptable, and eager to learn, with a strong commitment to both exceptional service and brand voice.

There are also opportunities to collaborate cross-functionally (e.g., Marketing, R&D, Manufacturing, Social Mission) to support business initiatives and enable professional growth.

What you’ll do

• Engage with fans via emails, phone calls, and live chat relating to products, scoop shops, posts, and company campaigns with maturity and professionalism.
• When necessary, research questions with co-workers and other departments to obtain answers for obscure questions, invent solutions, address the unusual to answer consumer concerns, requests and inquiries of all shapes and sizes.
• Remain cool under pressure with maturity and professionalism if faced with a challenging fan or escalated complaint.
• Demonstrate empathy and genuine caring in all interactions.
• Record consumer data for our consumer engagement database and consumer engagement systems.
• Collect and examine all pertinent and relevant information in order to validate consumer claims and provide quick turnaround for claim resolution.
• Follow through with consumers and co-workers on findings, adjustments, and recommendations for issue resolution.
• Learn and utilize programs such as Salesforce, Excel, and PowerPoint, and MS Office.
• And, other duties as assigned!

What you’ll bring

• 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.
• Strong customer service experience, including responding to consumer inquiries and issues with professionalism.
• Excellent verbal and written communication skills, with highly developed listening abilities.
• Strong attention to detail with the ability to manage repetitive tasks accurately and efficiently.
• Proficiency in…