Sr. Consumer Services Associate - Ben & Jerry's

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.

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.

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 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.

• 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,…