Full time position located in Orange City, Iowa

Primary Purpose of the Job:

The Package Care Pro (PCP) is expected to contribute to our core purpose of delighting our customers through our Be Values. The Package Care Pro operates in a fast-paced environment while maintaining quality, accuracy and the excellent reputation of our company and its products through the picking and packing process. Participates in providing functional guidance and training to others.

Essential Duties
• Pack customer orders by verifying products selected for orders and checking off appropriately on packing lists.
• Move cart through bin aisles and manually pick the correct items from product bins.
• Select appropriately sized boxes for shipment to avoid bending, crushing, or shifting of items during delivery.
• Operate the computer manifest system to process orders for shipment.
• Assist with inventory cycle counting and reconciliation of cycle count variances. Observe and report inventory issues.
• Operate forklift to move and store inventory.
• Restock warehouse inventory as needed.
• Assist with replenishment, packing and organizing the cooler.
• Assist with training associates in basic work instructions for picking, packing and manifesting orders for shipment.
• Report any error in product selection or quality to supervisor and correct the order as necessary before shipment.
• Maintain safe and clean work environment by keeping shelves, pallet area, and workstations neat and maintaining clean shipping supply area.
• Ensure compliance to safety rules and regulations to maintain a safe work environment and report safety questions/concerns.

Required Knowledge, Skills, and Abilities
• High school diploma or equivalent.
• 3-5 years of warehouse/manufacturing experience.
• Ability to thrive in a fast-paced environment.
• Strong attention to detail.
• Basic math, reading, and writing skills.
• Solid communication skills and the ability to work independently as well as within a team.
• Ability to stand for long periods of time, and make repetitive movements including, but not limited to, bending or squatting.

Working Conditions
• Ability to lift to 50 pounds. Above 50lbs would require a 2-person lift.
• Moderate overtime and weekend work required throughout the year.

Primary Purpose of the Job:

The Pet Care Pro is responsible for being the first point of contact for customers to help provide solutions for their animal health needs and ensure a delightful customer experience.  Answers incoming calls and assists with placing orders and answering customer inquiries.  Makes outbound calls to new and existing customers and manages key accounts.  Works with Customer Care Pros and Marketing team regarding other customer issues including complaints, questions, and product returns to ensure customer satisfaction and promote customer retention.

Essential Duties

• Answer incoming calls from customers and determine customer needs and expectations in order to recommend specific products and solutions.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Accurately process customer transactions such as orders, quotes, etc.
• Make outbound sales calls to maintain ongoing customer relations, follow-up with first time customers, inquire about current customer needs and promote specials.
• Build and retain long-term relationships with every customer through phone sales, email communications, connecting at trade shows, walk-ins, etc.
• Create opportunities to up-sell/cross-sell additional products to meet customer needs.
• Offer products, specials and promotions to grow sales and to meet customer needs.
• Process customer requests for credits and returns, provide customer return authorizations and coordinates with Customer Care Pro team to ensure appropriate credit is provided to the customer.
• Keep customer accounts up to date with any changes (i.e., phone number and address changes, delivery schedule, special requests).
• Perform regular account analysis to determine buying habits including, but not limited to, products, seasonality, customer specifics, etc.
• Maintain job knowledge and stay abreast of animal health knowledge and products by participating in educational opportunities through team communications, meetings, continuing education, and other company training opportunities.
• Attend trade shows annually as needed.

Required Knowledge, Skills, and Abilities

• High School diploma or equivalent.  Degree or coursework in Marketing, Animal Science, Business Administration or related field desirable.
• Prior experience as a Veterinary Technician or work in the animal healthcare industry preferred, but not required.
• 1-3 years of relevant experience, with at least one year in a call center/customer service environment.
• Professional demeanor, dependable, and able to maintain confidential information.
• Excellent oral and written communication skills as well as strong interpersonal skills and ability to make personal connections with customers.
• Solid problem solving skills; including the ability to identify and appropriately evaluate a course of action.
• Selling and negotiation skills a plus.
• Ability to pay attention to details and perform at a high level accuracy.
• Strong computer and keyboard ability with proficiency in Microsoft Office Suite including Word, Excel, and Outlook and internet applications.
• Ability to effectively manage time, handle multiple tasks and respond to requests promptly.
• Ability to work varying shifts from 7:00am – 7:00pm and rotating Saturdays.

Full time position

Primary Purpose of the Job:

The Customer Care Pro is primarily responsible for handling daily customer service concerns and escalation calls.  Negotiates with vendors to solve customer concerns with products.  Track and monitor the lifecycle of customer service concerns from charges, refunds, and returns to ensure high-quality customer service and promote customer delight.

Essential Duties

• Ensure a quality customer experience by providing a point of contact for customer inquiries and utilize best practices to ensure that all inquiries are promptly, efficiently and courteously handled.
• Create and update customer service cases as needed and help Pet Care Pros with questions regarding customer service concerns.
• Provide ongoing feedback and coaching to sales team members on customer service skills to ensure all customer service concerns are handled to meet or exceed customer expectations.
• Handle customer service concerns and escalated calls from customers.
• Enter exceptions for packages and contact customers as needed regarding shipping and other changes.
• Manage order cancellation process including replacing orders and issuing of return labels and call tags for returning packages and provide appropriate follow-up and communication with customers.
• File claims with shipping carriers for damaged and/or lost packages.
• Issue refunds in NetSuite, PayPal and Amazon.
• Work A to Z claims in Amazon as well as Better Business Bureau claims.
• Communicate with vendors and internal Product Team on product issues/returns and any drop ship item issues.
• Communicate with Safety Call and vendors concerning adverse event cases.
• Work with Warehouse team on unauthorized RMA’s when received.
• Work with the warehouse management when entering warehouse errors in NetSuite.
• Provide training to new hires on Customer Service processes.
• Assist with other customer service concerns as needed.
• Update Customer Service Processes as changes occur.
• Attend Customer Service related meetings including taking notes and sending to those attending.

Required Knowledge, Skills, and Abilities

• High School diploma.
• 3-5 years of business experience, with at least one year in a call center/customer service environment.
• Professional demeanor, dependable, and able to maintain confidential information.
• Excellent oral and written communication skills.
• Exceptional listening and analytical skills
• Strong knowledge of customer care processes and techniques.
• Solid analytical and problem solving abilities.
• Strong computer skills (MS Office) and data entry.
• Proven ability to achieve and maintain departmental quality standards.