Senior Associate Connection Center

Senior Associate Connection Center

req37921

Employment Type: Regular

Location: READING,PA

Have you ever enjoyed Arnold®, Brownberry® or Oroweat® bread? A Thomas'® English muffin or bagel? Or perhaps snacked on a Sara Lee®, Entenmann's® or Marinela® cake or donut? If the answer is yes, then you know Bimbo Bakeries USA!
More than 20,000 associates in bakeries, sales centers, offices and on sales routes work to ensure our consumers have the freshest products at every meal. In addition to competitive pay and benefits, we provide a safe and inclusive work environment that appreciates diversity, promotes development and allows our associates to be their authentic selves.

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Position Summary:

As a Senior Associate Connection Center, you will be responsible for exceeding our consumers evolving expectations, building brand loyalty, and achieving world class organizational goals and operational objectives.

Key Job Responsibilities:

• Focus on consumer centricity by delivering a positive and fulfilling consumer experience.
• Collaborate with management in decision-making, team direction and implementation to ensure that operational and customer service goals are met.
• Engage in and promote continuous enhancement through ideas and innovation.
• Deliver a quality customer service experience.
• Maintain effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of Company products, resources and programs.
• Gain a working knowledge of Company systems and processes.
• Attend appropriate training courses to continuously enhance personal growth and stay current on customer service procedures and practices.
• Ability to problem solve in a professional and effective manner.
• Communicate effectively with consumers via all channels (Including but not limited to: telephone, email, letter, chat, social media, etc…).
• Gather all relevant information so issues can be addressed properly to provide first call resolution.
• Ability to represent a Consumer Centric Culture of Caring and the Pursuit of Excellence through the support of our Mission, Vision & Values.
• Ability to be a team player with a positive attitude and businesslike conduct.
• Ability to operate within Company policies, procedures, and standards.
• Ability to work a flexible schedule in accordance with the needs of the department.
• Attention to detail, accuracy, ability to prioritize and follow through and be accountable.
• Possess excellent organizational, interpersonal, and communication skills.
• Ability to learn and utilize computer applications.
• An authentic love of food, recipes, brand building, social trends, and/or consumer product goods.
• Respond to comments and customer service queries on social platforms in a timely manner, maintain a knowledge base of FAQs and custom responses, and escalate according to protocol when appropriate.
• Work alongside their team members (both internal and agency teams) to activate the brand strategies across digital and consumer relations to bring business results.
• Grow brand love by acting as the brand voice behind social channels, while adapting it to different social platforms.
• Familiarity with platforms required: Meta / Facebook & Instagram, Pinterest, TikTok, YouTube, Twitter.
• Proficiency with tools such as Microsoft Word, Excel, Outlook, PowerPoint.
• High attention to detail and experience with keeping multiple projects aligned and on track. Ability to report back on timelines, progress, challenges, and successes to manager.
• Ability to successfully collaborate and work as part of a team.
• Ability to handle working with multiple stakeholders and various communication styles.
• You must constantly align content with customer trends and market changes to interest and engage people while staying on brand.
• Using social media marketing tools to create and maintain the company's brand.
• Provide engaging interactions with our consumers.
• Respond to comments and consumers queries in order to meet our World Class KPI's
• Monitor and report on feedback and online reviews.
• Coordinate with Marketing, Agency and Communications teams to ensure brand consistency.
• Liaise with Brand Teams to stay updated on new products and features.
• Stay up-to-date with digital technology trends.
• Bi-lingual in Spanish and English required.
• The shift for this position is Tuesday through Sunday 12:00pm EST - 8:00pm EST.

Key Behavioral Competencies:

• Reliable
• Dedicated
• Accountable
• Conscientious
• Excellent Communication Skills (verbal and written)
• Problem Solving Skills
• Decision Making Ability
• Flexibility
• Team Player
• Attention to Detail
• Excellent Computer Skills
• Proficient in Digital Technologies

Education and Work History:

• Bachelor's level degree required.
• A minimum of 5 years of customer service experience.
• Excellent Written/Oral Communication Skills
• Proficiency in MS Office applications
• Salesforce experience preferred.

The physical and mental demands described in each job posting are representative of those that must be met by an associate to successfully perform the essential functions of each job. Reasonable accommodations may be requested to enable qualified individuals with disabilities to perform the essential functions of each job.

Bimbo Bakeries USA is an equal opportunity employer with a policy that provides equal employment opportunity for applicants and employees regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, any other classification protected by law.