Consumer Care Specialist

Join Perfetti Van Melle’s Consumer Care team to help ensure everyone can enjoy our freshmakers and sweets every single day.

Company: Perfetti Van Melle

Where we need you

The Consumer Care team plays a key role within Perfetti Van Melle by acting as the first point of contact for our end-consumers. As a Consumer Care Specialist for the BLX region, you ensure that consumer inquiries are handled promptly, professionally, and in line with global Consumer Care standards.

Based at our BLX headquarters in Breda, you will work closely with the Senior Consumer Care Specialist, manage consumer care activities for the BLX region, and act as a backup for the BUE Export colleague. While responsibilities are clearly divided, flexibility and interchangeability are essential.

In addition to local collaboration, you will work digitally with a global network of Consumer Care professionals, contributing to continuous improvement of services and internal processes. You also play a crucial role in identifying potential issues or early-stage crises, where timely and correct escalation is essential to protecting the company and our brands.

Your core responsibilities at a glance:

• Act as the first point of contact for consumers via web forms, email, and other channels
• Ensure all consumer cases are accurately logged, followed up, and closed in the Client Case Management (CCM) system according to global procedures
• Collaborate with internal teams such as Quality, Marketing, and Communication, as well as distributors, to resolve consumer inquiries
• Identify potential issues early and escalate according to company policies and escalation guidelines
• Contribute to predefined responses and the continuous improvement of global Consumer Care standards
• Translate consumer data into actionable insights for local markets using dashboards on a monthly basis
• Collaborate with both local and global Consumer Care teams to enhance processes and service quality

The ideal recipe for our new Consumer Care Specialist BLX:

• Experience and affinity in consumer care or customer service (preferred)
• Strong communication and problem-solving skills
• Ability and willingness to learn and operate technical systems (CCM experience is a plus, not required)
• Fluent in Dutch (daily working language) and English for global collaboration
• A team-oriented mindset with flexibility to support colleagues when needed
• A passion for delivering exceptional consumer experiences

What we offer:

• Competitive fixed salary recognizing your value
• Collective bonus system tied to organizational, market/channel, and individual results
• Attractive pension scheme, with 2/3 paid by Perfetti Van Melle
• Five weeks of vacation, with the option to buy additional leave
• Training and development opportunities to support your growth
• Discounted gym membership via Bedrijfsfitness Nederland
• Attractive bike plan for commuting and private use
• Collective health insurance discount
• A bi-monthly candy package and access to our internal candy store