Wilton's Journey So Far
Wilton is a heritage US brand with a 90-year history in baking and decorating. After fifteen years of private equity ownership, the company was acquired by Dr. Oetker (family owned German conglomerate) as an expansion into the US market. Eighteen months after the acquisition, Dr. Oetker and the new leadership are looking to define the future of Wilton brands to become the most important, influential and successful cake and dessert brand in the USA. Learn more about Wilton at http://www.wilton.com .
Job Title:
Consumer Care Specialist
Reports to:
Consumer Care Team Lead
Location:
Naperville
Hybrid Model:
Min 1 day in-office & ½ Day Fridays
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Job Summary
Wilton is passionate about bringing the love of baking and decorating to everyone, everywhere, every day. We're proud to hold the position as a global market leader in the sweet treat making and craft industries. We're a creative company where great people deliver innovative products and exceptional customer service. As styles, trends, and tastes change, the company evolves to make sure it's bringing the latest and most relevant products and ideas to the market. Wilton's parent company, Dr. August Oetker KG, is a family-owned, multinational, multi-billion dollar leader in our industry with over 125 years of history.
Wilton Brands has an immediate opening for a Consumer Care Specialist. Reporting to the Consumer Care Team Lead, this is a critical role that is accountable for answering phone calls and email questions, responding to social media questions, reviews and complaints. Resolve, or when necessary, elevate complaints regarding orders, products use, care & knowledge. The person in this role will handle duties related to product returns, refunds, credit, reports, recalls and filing. He / she will also assist Client Specialists with order entry, filing, scanning and other administrative duties . This person has a passion for providing the best possible experience to every consumer that interacts with Wilton Brands.
Essential Responsibilities:
- Answer emails and incoming calls and escalate issues to ensure rapid resolution.
- Share relevant customer feedback to help us improve offerings and service.
- Proactively take steps to resolve customer complaints and enhance consumer experience, including accurately processing refunds, & returns and sending replacement parts & mail as needed.
- Report on key customer service metrics and identify noteworthy trends.
- 2-3 years' experience handling multiple accounts, including major customers, in a corporate environment
- Experience in a customer facing role, preferably handling customer service or care.
- Proficiency with customer service software.
- Excellent attention to detail.
- A college degree is preferred, although quality experience will be considered
- A customer-service orientation and a friendly/outgoing personality
- Ability to multi-task
- Excellent verbal and written communication skills
- Ability to problem-solve, think independently, and be persistent in bringing issues to conclusion
- Proficiency in MS Excel, MSWord and MS Outlook.
- Previous experience with order management and EDI systems/processes; SAP experience is a plus
- Professional office environment. This role is sedentary in nature and requires the ability to be seated at a desk for majority of the workday.
- Ability to routinely use standard office equipment such as laptop computers, computer monitors/keyboards, photocopiers and telephones.
- While performing the duties of this job, the employee is regularly required to talk or hear.
If you need accommodation to access the information provided on our website, please contact us at 630-810-2416 or send an e-mail to: careers@wilton.com We will be happy to help you!
On behalf of all of us at Wilton Brands, we hope this update finds you well during these unprecedented times. As an iconic brand, our top priorities remain keeping our associates healthy and ensuring our ability to serve our retailers and customers. Our recruitment efforts will continue and be conducted in ways that safeguard both the health of our associates and candidates. We hope that you, your family, and your friends stay safe and healthy.