Chocofancare Associate US & Canada

Chocofancare Associate US & Canada

Tony’s Chocolonely exists to make 100% Exploitation Free the norm in chocolate. Not only our chocolate, but all chocolate world-wide! Our main mission is to fight for equality and fairness – it inherently affects how we aspire to do business. We’re crazy about chocolate & serious about people.

We're excited to announce the opening for a Chocofancare Associate to join our dynamic Marketing Team.

We’re looking for a customer-obsessed team member whose #1 goal is to turn every interaction with our community into an opportunity to create seriously happy, engaged Chocofans for life. In this role, you’ll own brand and product-related inquiries across all customer touchpoints—from digital channels and email to physical mail and the occasional phone call—delivering thoughtful, personalized support in Tony’s signature voice. Beyond answering questions, you’ll inspire customers, bring them closer to our mission, and create memorable experiences that keep them smiling and coming back for more.

This role also plays a critical part in ensuring a smooth, accurate, and cost-effective e-commerce customer experience. You’ll manage day-to-day order support and aftercare for our webshop and Faire customers, resolving issues with a strong balance of customer care and commercial awareness. By identifying trends in customer feedback, complaints, and order volume, you’ll surface insights that drive smarter decisions, scalable improvements, and operational efficiencies. With full visibility across the customer journey, this person will help shape and continuously elevate a best-in-class customer experience.

What you will do:

• 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.