Consumer Care Representative

The Consumer Care Representative serves as a primary point of contact for consumers throughout the United States and Canada. This position provides timely, accurate, and professional assistance regarding Melitta products, services, promotions, product availability, orders, and general inquiries. This role coordinates with internal departments, maintains accurate consumer and case information, and supports consumer confidence and brand loyalty through responsive, solutions-focused service. The position also supports the effective use of HubSpot and other designated consumer relationship management systems, including assisting with system adoption, maintaining consistent documentation practices, and providing training and guidance to employees who use HubSpot as part of their responsibilities. KEY RESPONSIBILITIES 1. Consumer Communications and Support Respond to consumer inquiries received by telephone, email, mail, website contact forms, HubSpot, and other approved communication channels. Provide accurate information regarding Melitta products, product use and care, availability, promotions, and company services for consumers throughout the United States and Canada. Communicate timely with clear, professional and sound judgment while maintaining a positive consumer experience and protecting the Melitta brand. Follow up with consumers as appropriate to confirm resolution and maintain continuity of service. 2. Consumer Orders and Sales Support Receive, enter, process, and monitor consumer product orders in accordance with established procedures. Explain available products and special offers, recommend appropriate options, and identify sales opportunities without compromising the consumer experience. Coordinate order status, fulfillment, replacement, refund, and delivery questions with appropriate internal departments. Maintain complete and accurate order information and supporting documentation in company systems. Assist consumers with navigating available purchasing options, promotional programs, and company resources. 3. Issue Resolution and Escalation Research and resolve product, service, order, and general consumer concerns using approved resources, policies, procedures, and systems. Prepare clear and accurate written responses, correspondence, and follow-up communications as needed. Recognize matters requiring escalation and promptly report ongoing, recurring, product-quality, safety, privacy, legal, regulatory, or reputational concerns to the Supervisor, Consumer Relations and other designated functions. Coordinate with internal departments or approved external resources when necessary to obtain information or prevent additional inconvenience to the consumer. Document escalated matters and related actions completely and accurately. 4. HubSpot Support and Training Utilize HubSpot as a primary consumer relationship management and communication tool. Maintain accurate consumer records, cases, communications, activities and other required information within HubSpot. Assist with the development, documentation, and implementation of standardized HubSpot processes and best practices. Provide HubSpot training, coaching, and ongoing system guidance to employees and departments utilizing the platform. Serve as a departmental resource for routine HubSpot questions and assist users with troubleshooting basic system or process issues. 5. Cross-Functional Coordination Partner with Quality, Marketing, Sales, Supply Chain, E-Commerce, Finance, IT, and other departments to obtain information and resolve consumer matters. Support product launches, promotions, consumer campaigns, surveys, and other departmental initiatives as assigned. Share meaningful consumer feedback, recurring themes, trends, and emerging issues with appropriate departments. 6. Documentation, Reporting, and Performance Standards Document consumer interactions, actions taken, commitments, escalations, and outcomes accurately and completely in HubSpot or other designated …

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