This role functions as a skilled subject matter expert responsible for organizing and executing work that spans teams or functions and influences business performance. It independently manages complex customer service issues, processes, or projects that require intermediate practical knowledge. The role engages cross-functionally to coordinate solutions and elevate service quality. It requires researching and resolving problems that are not immediately evident and applying best practices to drive improvements. The position also supports transformation efforts that impact customer experience and operational outcomes.
The role delivers expert customer support across physical, remote, and virtual channels to resolve escalated or complex needs. The role applies deep functional knowledge and analyzes multiple factors to determine appropriate solutions. The role protects customer relationships and drives service excellence.
The role oversees escalated issues, advanced order management activities, and post‑service support requiring independent decision‑making. The role ensures challenges with broader customer or business impact are handled efficiently and consistently. The role identifies patterns and communicates cross‑functionally to support timely resolution.
The role organizes and implements projects or process work that influences customer experience and business outcomes. The role balances multiple deliverables and coordinates stakeholders to ensure alignment. The role supports improvements that strengthen operational effectiveness.
The role partners with internal teams and external collaborators to share insights and coordinate end‑to‑end solutions. The role synthesizes information from multiple sources to inform recommendations. The role supports consistent, high‑quality service delivery.
The role researches, analyzes, and resolves issues that require consideration of multiple related factors and prior precedent. The role documents learnings and outcomes to inform future practices. The role supports continuous improvement and strengthens decision quality.
3+ years
The Hershey Company is headquartered in Hershey, Pa., and is an industry-leading snacks company with a purpose to make more moments of goodness through its iconic brands. Hershey has approximately 20,000 employees around the world who work every day to deliver delicious, quality products.
The company has more than 70 brands around the world that drive more than $11 billion in annual revenues, including such beloved brands like HERSHEY'S, REESE'S, KIT KAT®, JOLLY RANCHER, ICE BREAKERS, SHAQ-A-LICIOUS, SKINNYPOP and DOT'S HOMESTYLE PRETZEL'S.
For more than 130 years, Hershey has been committed to operating responsibly and supporting its people and communities. Hershey founder, Milton Hershey, created Milton Hershey School in 1909, and since then, the company has focused on helping children succeed through access to education.
