Customer Experience Representative [United States]

 Our warehouses are the hub of activity that keep our company moving and we are looking for motivated individuals to join the team.

Our Benefits:
Medical | Dental | Vision | 401k | EAP | 6 Paid Holidays | Employee Product Discount

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Our Values:
Integrity | Accountability | Collaboration | Passionate |Results-Oriented | Safety

Join our team and grow with us!

Are you passionate about pets? Want to help create a world where every pet is happy, healthy, and safe? Would you like to work for a company that cares about its employees?
We’re looking for a Customer Experience Representative to join our team!

The Customer Experience Representative (CER) is responsible for providing exceptional service and support, addressing customer inquiries, resolving issues, processing orders, communicating information (products and services), and maintaining strong customer relationships provided by Animal Supply Company (ASC). The CER plays a critical role in ensuring positive interactions and satisfaction for ASC customers and ASC teammates.

In this exciting role, you will:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Customer Support & Assistance:
• Serve as the primary point of contact for customer orders, deliveries, requests, and concerns through various channels (phone, email, chat, etc.).
• Complete assigned daily tasks accurately and provide timely responses to external customer and internal teammate inquiries, ensuring their questions are fully answered and issues are resolved to their satisfaction.
• Listen actively to customers, demonstrating empathy and understanding while gathering relevant information to provide effective assistance following ASC guidelines.
• Troubleshoot product/service-related issues, and credit inquiries, escalating complex cases when necessary.
• Ensure effective and professional communication utilizing appropriate tools.
• Inside Sales, Order Management, & Quality Assurance:
• Act as a brand ambassador, promoting the company's products/services and ensuring a positive perception of the brand in all interactions.
• Review orders to ensure they are processed properly; take appropriate steps to ensure daily deadlines are met.
• Review orders and promotions with customers as appropriate.
• Suggest add-on items to resolve out of stocks or discontinued items as appropriate.
• Suggest promotional opportunities to customers as appropriate and ask for the order.
• Review “best practices”, policies, and procedures as appropriate with internal and external customers to minimize errors and maximize efficiency.
• Relationship Building & Customer Engagement:
• Build and maintain strong relationships with customers, striving to exceed their expectations and provide a personalized experience.
• Proactively engage with customers to identify their needs, preferences, and opportunities for improvement.
• Collect customer feedback, suggestions, and complaints, relaying insights to relevant teams to drive continuous improvement.
• Documentation & Record Keeping:
• Maintain accurate and detailed records of customer interactions, inquiries, and resolutions in the company's systems.
• Update customer profiles with relevant information and ensure data integrity.
• Monitor and track customer issues to identify patterns, trends, and opportunities for process improvement.
• Collaboration & Communication:
• Collaborate with cross-functional teams (such as transportation, warehouse, billing, sales, and vendor management) to address customer needs, resolve issues, and provide feedback on customer sentiments.
• Communicate effectively with customers and internal stakeholders, providing clear and concise information in a professional manner.
• Participate in meetings and training as directed by management.
• Appropriately represent ASC when interacting with customers, vendors, or the public
• Hold yourself accountable to the ASC values.
• Knowledge Development:
• Stay up to date with product knowledge, company policies, and industry trends to provide accurate and informed assistance to customers.
• Participate in training sessions, workshops, and ongoing learning opportunities to enhance skills and knowledge.
• Professionalism & Ethical Conduct:
• Displaying a professional demeanor and adhering to the company's code of conduct and ethical standards.
• Maintaining confidentiality of sensitive customer information and exercising discretion in handling customer data.
• Adherence to company policies, procedures, and guidelines related to customer interactions and service delivery.

This is not intended to be an all-inclusive list; other duties may be required. These duties and responsibilities are subject to change at any time.

Do you have the following qualifications?

• Excellent verbal and written communication skills, with the ability to convey complex information professionally, clearly, and concisely.
• Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
• Empathy and strong interpersonal skills to connect with customers and understand their needs.
• Ability to remain calm and composed in high-pressure situations, demonstrating patience and professionalism.
• Demonstrated understanding of the company's products/services, features, and benefits.
• Ability to effectively articulate and promote additional products or services that align with customer needs.
• Familiarity with sales techniques, such as upselling and cross-selling, to increase revenue and enhance the customer experience.
• Flexible and adaptable approach to work, readily adjusting to changing customer needs, priorities, and business requirements.
• Aptitude for continuous learning and self-improvement, staying updated on industry trends, products, and customer service best practices.
• Demonstrated ability to quickly grasp and understand new information, processes, and systems.
• Excellent interpersonal skills, fostering effective collaboration with team members and cross-functional stakeholders.
• Capacity to work well in a team environment, actively contributing ideas and insights while respecting diverse viewpoints.
• Adapt to quickly adjusting priorities in a high transaction environment.
• Consistent record of punctuality and reliable attendance, demonstrating the ability to adhere to assigned work schedules and arrive on time.

Your education & experience should be similar to:

• High school diploma or equivalent; additional education or relevant certifications are a plus.
• Previous experience in customer service, customer support, or a related role is preferred.
• Previous order management and over-the-phone customer experience preferred.
• Pet industry experience preferred.
• Familiarity with ordering systems, ticketing systems, and other customer support tools.
• Proficiency with Microsoft Office, including Word, Excel, Outlook, etc.

Working conditions:

• Remote work in a professional home office setting with reliable internet.
• Be available via computer, video conferencing, and phone during business hours.
• Be able to work outside of the core schedule, based on business needs.
• Opportunity to work in a hybrid model (on-site and remote), for candidates who are close to an ASC Distribution Center.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The required physical abilities to perform this job:

• Primarily sitting, with some walking, standing, and bending.
• Able to hear and speak on the telephone.
• Close visual work on a computer terminal.
• Dexterity of hands and fingers to operate a keyboard, mouse, and other technical instruments.

Employees are our greatest assets. That’s why we offer benefits like medical, dental and vision plans, paid time off, 401(k) plans and discounts on pet products.

The estimated annualized base salary range for the Customer Experience Representative is $18.00-$22.00 an hour. Animal Supply Company (ASC) compensation is based on multiple factors including, but not limited to role, level, and location. In addition, ASC’s pay can vary based on knowledge, skills, and experience for each candidate for the posted position. Included in ASC’s total compensation are benefits such as medical, dental, and retirement.

At Animal Supply Company, we provide fair and equal employment opportunity for all team members and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, or disability. Animal Supply Company hires and promotes individuals solely on the basis of their qualifications for the position to be filled. Animal Supply Company participates in E-Verify.

At Animal Supply Company, we connect passionate people, trusted brands and committed retailers to bring pets the very best.
We provide the knowledge and support to help our partners grow. Together, we help pets live happier, healthier lives.
Because when pets thrive, the people who love and care for them do too.

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