Chocofancare Associate US & Canada

Tony's Chocolonely • New York, NY

1d • $65,000 - $75,000

About The Position

Tony’s Chocolonely is seeking a customer-obsessed Chocofancare Associate to join their Marketing Team. The primary goal of this role is to create loyal and engaged customers by turning every interaction into a positive experience. The Associate will handle brand and product-related inquiries across various channels, including digital, email, physical mail, and phone, providing personalized support in Tony’s signature voice. Beyond answering questions, the role involves inspiring customers, connecting them to the company's mission, and creating memorable experiences. This position is also crucial for ensuring a smooth, accurate, and cost-effective e-commerce customer experience, managing day-to-day order support and aftercare for webshop and Faire customers. The Associate will resolve issues with a balance of customer care and commercial awareness, identify trends in customer feedback and order volume to drive improvements, and help shape a best-in-class customer experience.

Requirements

• 2-3 Years experience in a similar customer service role
• Strong community management skills involve actively monitoring and responding to reviews, messages (e-mails), and calls, both positive and negative and on social media when needed. Being responsive, engaging, empathetic, and providing excellent customer service are vital components of community management.
• Effective time management skills are essential for handling multiple inquiries, tasks, and projects simultaneously. Customer care representatives should be able to prioritize tasks based on urgency and the impact on customer satisfaction or wider company impact.
• Ability to adapt quickly to new situations, evolving customer needs, and changing priorities within the company.
• Comfortable using customer support software, CRM systems, and other tools like Adobe to manage inquiries, track customer interactions, and collaborate with other departments.
• Familiarity with HTML (other languages a plus). Familiarity with relevant technology and willingness to learn new tools are important for efficiency and effectiveness.
• Strong interpersonal skills and the ability to build relationships with colleagues in other departments are critical.

Responsibilities

• Deliver exceptional, on-brand customer experiences across all touchpoints, ensuring every interaction reflects Tony’s tone of voice, builds emotional connection, and strengthens customer loyalty.
• Own and continuously improve customer communication content in Salesforce (macros, quick texts, templates), ensuring information is accurate, up to date, consistent, and scalable across channels.
• Manage end-to-end order handling and aftercare across B2C, B2B personalized orders, and reseller customers, building strong relationships while identifying opportunities to route larger commercial opportunities appropriately.
• Act as a trusted expert on Tony’s products, custom wrappers, impact mission, and sourcing principles, translating brand and product information into clear, helpful, and engaging customer guidance.
• Analyze customer feedback, complaints, returns, backorders, failed orders, and service trends to identify root causes, improve processes, and drive faster, smarter, and more efficient customer resolutions.
• Handle customer complaints, escalations, and service recovery in line with quality standards, balancing customer satisfaction with operational and commercial considerations.
• Gather and share voice-of-customer insights with internal stakeholders to improve customer experience, ecommerce performance, product communication, and brand connection.
• Support customer engagement initiatives, including loyalty-driving campaigns, product reviews, sampling activations, and other opportunities that strengthen Tony’s relationship with its community.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed