Consumer Relations Specialist

Who We Are

At Ghirardelli, we honor tradition and drive innovation, aiming to be the top choice for premium chocolate. Our commitment to Making Life A Bite Better inspires both our products and the way we do business. We support personal and professional growth, recognizing that each employee’s contribution directly impacts Ghirardelli’s growth and success. Join our dynamic team and help shape Ghirardelli's future.

Job Summary

The Consumer Relations Specialist serves as a key ambassador for the Ghirardelli brand, engaging directly with consumers to address product inquiries, compliments, and concerns. This role ensures timely responses to consumer inquiries and fosters strong relationships through personalized support and engagement on multiple channels. The Consumer Relations Specialist partners closely with Quality Assurance, Operations, R&D, and Marketing to ensure consumer feedback is accurately documented, investigated, and resolved in alignment with food safety and quality standards, regulatory requirements, and Ghirardelli’s commitment to premium quality and exceptional customer experience.

Essential Functions

• Respond to consumer inquiries, complaints, and feedback via phone, email, and social media in a timely, professional, and empathetic manner
• Provide clear explanations of product attributes, ingredients, allergens, quality expectations, and company policies
• Develop consumer response letters and compensation decisions consistent with company guidelines
• Accurately document consumer contacts in the consumer relations database, ensuring completeness and data integrity
• Identify trends in consumer complaints and escalate emerging risks or recurring issues
• Initiate and support complaint investigations related to quality, food safety, packaging, labeling, and concerns
• Maintain confidentiality and compliance with data privacy policies
• Prepare routine complaint metrics and summaries (e.g., complaint rates, categories, trends)
• Monitor the performance of the 3rd party call center through defined metrics
• Work cross-functionally with Quality, Marketing, Public Relations, Corporate, Legal and R&D to address consumer feedback, identify emerging trends, and drive continuous improvement in product quality and brand reputation
• Perform other duties as assigned
  
  

Minimum Education And Experience

• Bachelor’s degree in business, communications, or a related field
• 3 years of experience in Consumer Affairs with a broad understanding of industry standards and best practices
• Exceptional interpersonal skills, including empathy and active listening
• Strong written and verbal communication skills, with the ability to convey technical information clearly to consumers
• Ability to manage conflict and high-stress situations
• High attention to detail and strong documentation skills
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  
  

Preferred

• Experience in CPG or food manufacturing
• Knowledge of chocolate and /or baking
  
  

Other Job Requirements

Ability to sit, stand, and work at a computer for extended periods

Must be able to concentrate for extended periods of time paying close attention to detail

Must be able to keyboard for extended periods of time

Travel

Salary: $74799 to $97249 / year