Summary: Briefly state the primary purpose of the job.

This position is for a Consumer Relations Representative for The Hershey Company in Asia. The incumbent is primarily responsible for engaging with consumers via phone calls, consumer mail, e-mail and social media and will effectively handle conflict situations. The specialist provides a timely and appropriate response to consumer inquiries and ensures a high level of service and quality to our consumers. The position requires that the company is represented in a professional manner; therefore, the associate must possess comprehensive knowledge of company and its products, brands and promotions, so consumers develop a positive impression of the company and its products. In addition, the incumbent is responsible for collaborating with the Consumer Relations Asia constituents to gain information to maintain corporate issues and product knowledgebase. This associate will also interface with customers, distributers, outside agencies, and other call center representatives to solve day-to-day problems.

Major Duties/Responsibilities: Identify the major duties/responsibilities of the job. List the percentage of the incumbent's time that will be spent on each major duty/responsibility. Total should not exceed 100 percent. It is not necessary to list duties/responsibilities that represent less than 10 percent of time.

Time % Summary of major duties: 1. 20% Maintain Knowledgebase Collaborate with all constituents to share knowledge to ensure consistent and accurate information when engaging with the consumer and enhance the value of the insights to the constituents. 1. 50% Engage with consumers · Effectively handle conflict situations. · Negotiate mutually satisfactory resolutions with consumers within compensation guidelines. · Calm irate consumers with empathy and professionalism and by asking questions to clarify the issue. · Respond to complaints and inquiries from all channels exceeding consumer expectations. · Demonstrate comprehensive knowledge of products spanning all operating groups. · Educate consumers and promote the proper and optimum use of products. Promote other products to consumer when appropriate. · Conduct in-depth research involving ingredients, food safety, proper usage, and nutritional information for our products. · Research, when necessary, to determine if consumers are attempting to defraud the company. · Handle intensely sensitive or delicate situations to preserve or improve the company’s reputation or image. This involves the handling of recalls, alleged illnesses, and media threats. · Exercise good judgment to successfully resolve each situation following proper procedures. · Resolve critical complaints by obtaining all pertinent information. Prepare written correspondence to consumers according to established guidelines. · Coordinate product retrievals with consumer, Directors of QA, and Laboratories. Initiate follow-up as needed. · Effectively refer misdirected callers to the appropriate party. · Engage Consumer Relations Center of Excellence in Hershey PA per the escalation protocol. 3. 5% Provide Insights to Consumer Relations Constituents · Analyzes consumer data to detect product quality or safety trends; Communicates trend alert for crossover/misbranded product, foreign objects, and other complaints with the potential for harm and acts as an early warning to the Consumer/Customer Quality function of Quality Regulatory Compliance and Plant Quality Assurance; Works with the quality assurance function to share facts, exchange information and determine the need for additional information or evidence to confirm the root cause of trends; · Convert the consumer conversation from multiple channels to actionable insights for product improvement opportunities which drive takeaway/sales. Indentifies and communicates emerging consumer feedback trends and issues. This position also recommends and implements strategies for gathering and assessing comprehensive consumer data from the CR system(s), combined with additional internal and external sources and develops key insights in alignment with Hershey’s overall business strategies. · Partners, communicates and engages with external services partner to ensure call center is informed of key issues, trends; Informs services partner of new information and outlines the critical facts that need to be obtained to draw conclusions about the root cause of complaints. 4. 25% Social Media Consumer Monitoring and Engaging · Responsible for writing and responding to consumer-related inquiries via Social Media channels. · Uses the tracking software to ensure scanned data is relevant to our company, brands, and initiatives.

Minimum knowledge, skills and abilities required to successfully perform major duties/responsibilities: Include only required physical and/or mental abilities and special criteria (heavy lifting, driver's license requirement, overtime, special work hours, etc.). Please list only those requirements which are job specific and which will ultimately be necessary for successful job performance.

The preferred, successful candidate will have:

Customer Service Oriented

Problem-solving/analytical skills

Decision-making skills

Good judgment

Listening skills

Good verbal/written communication skills

Attention to detail, ability to work with speed and accuracy

Flexibility

Ability to work with others

• Ability to work with difficult people
• Punctuality

Reading Comprehension

Managing multiple priorities

Organizational skills

• Experience with PC/Windows environment
• Business Accumen
• Ability to travel abroad

Minimum Education and Experience Requirements: Be specific with regard to years of experience, special training, applicable degree (or critical college level courses), as well as equivalency to education and experience.

Education: Bachelors degree required . Experience: Experience dealing with customers, distributiors, consumers, quality, marketing or sales teams. Minimum 2 years experience in a related field.

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