Kinder’s is seeking a team member to support Consumer Love who is passionate about being part of a team of hard-working people focused on bringing the future of flavor to consumers everywhere.

We are a fast-growing company working hard to bring amazing flavor solutions that are as exciting and delicious as they are simple to use whether they are experienced cooks or first-timers in the kitchen. We are obsessed with quality and are 100% committed to being the most innovative company in any market we serve. Our mission is to bring awesome flavor to consumers whenever and wherever they are looking for it and whatever they are looking for it in (seasonings, sauces, gravy, marinades, or anything else we can come up with). We have experienced tremendous growth over the last 5 years, but we think we are just getting started. We love our consumers and are fired up to be part of their flavor journey. And we need more great folks to help us continue to raise the bar for what they think is even possible in their own kitchens.

Today, we have over 100 products sold nationwide at retailers including Costco, Walmart, Sam’s Club, Whole Foods, Sprouts, Kroger, Safeway and many more. While we have been around for over 75 years, we have experienced explosive growth in the last 5 years and are now a top 5 brand in the U.S. in multiple flavor categories including seasoning blends, BBQ sauce, and wing sauce. To keep our momentum rolling, we need more passionate flavor advocates and builders to come and join our team and help us reach every kitchen across the U.S. and maybe even the world.

How you'll have an impact at Kinder’s:

The Consumer Love Specialist will be responsible for ensuring our consumers have exceptional experiences with our brand by engaging with consumers, resolving their questions or problems, and acting as their advocate. You will be at the forefront of building and maintaining strong relationships with our consumers through various communication channels, including direct outreach (phone, email, etc.), e-commerce shipment support, and social media. You will partner with the Consumer Engagement Team to deliver amazing support to our consumers and help ensure that they feel taken care of just like if they were your own friends or family.

What You'll Be Doing:

Consumer Engagement

• Field inbound inquiries and complaints from consumers via phone, email, chat, social media channels, etc.
• Resolve consumer issues related to e-commerce shipments promptly and effectively by working with key internal and external stakeholders.
• Collaborate with cross-functional teams to resolve complex consumer concerns.
• Organize and facilitate “surprise and delight” shipments to consumers.
• Manage inbound donation requests, shipments, and requestor information.

Consumer Education

• Provide product information and education to consumers when necessary, leveraging internal stakeholders that can resolve their questions or concerns.

Consumer Data & Insights

• Ensure accurate and thorough data collection and entry into CRM system.

Cross-Functional Partnership

• Collaborate with quality, marketing, sales, and product development teams to relay consumer feedback and contribute to product improvement efforts.
• Coordinate with the e-commerce team to streamline shipment processes and resolve order-related issues.
• Interface with external partners and agencies to help inform and support their work.

What You Bring to the Table:

Education / Experience

• 4+ years of experience in customer service (assisting consumers via email, phone, social media, and/or in person). High-growth experience is a plus.
• Proven, strong communication and interpersonal skills with the ability to deeply connect and empathize with consumers.
• Experience with customer service software (e.g. CRM) and social media management tools.
• Experience with premium CPG or other consumer brands a strong plus.
• Exceptional time management skills, ability to prioritize tasks.
• Strong problem-solving / resolution abilities and the ability to remain calm under pressure.
• Bachelor's Degree preferred.

Personal Characteristics

• Passionate people-lover excited by the opportunity to build strong relationships with our consumer base and deliver amazing experiences.
• Thrive in a dynamic, lean, and agile environment.
• Self-starter who takes initiative and speaks their mind.
• Excited to be part of a fast-moving team with the ability to be a leader and a follower.

Things About the Way We Work:

• No two days here are the same.
• We try to be good team members and good communicators, but we don’t live by hierarchy and structure – everyone is a difference maker here.
• We make a lot of decisions in the face of incomplete information – our team embrace ambiguity and tries to make good decisions fast rather than great decisions slow.
• We believe our job is to take smart risk, not to eliminate risk.
• We believe in growing our skills and becoming a better company with more managerial expertise, but we are an entrepreneurial company at heart.
• We aren’t trying to be average – we want to do exceptional things and we are willing to work hard to achieve them.

Location & Travel

The position will be based out of our 20,000 sq. foot office in Walnut Creek, CA. We strongly believe in the power of culture and community and have a hybrid work structure with 4 days in the office on a weekly basis to encourage collaboration and personal connections that will allow us to better serve our customers and consumer and to have more fun. Fridays are flex days with employees having the opportunity to choose to be either in the office or to work from home based on what makes most sense for them.

Posted On: Monday, September 23, 2024
Compensation: $70,000-$90,000 + bonus