Customer Service Representative

Job Description

Job Description

Job Title: Customer Service Representative

Location: Mishawaka, IN

Job Type: Full-time

About United Petfood:

United Petfood is a private label producer of high-quality dry & wet pet food, biscuits and snacks. We are a Belgian family business with 25 high-tech pet kitchens in Europe and the US.

Joining us, means joining an international, passionate and driven team with one common goal: a healthy planet filled with healthy pets! But it doesn’t stop there: we truly care about building encouraging, supportive, long-lasting partnerships, both inside as well as outside of our fast-growing family company. By only working with the very best ingredients and most innovative technology available, we ensure a spot in which you can grow, bloom and make thousands of pets happy worldwide!

Job Summary:

We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The CSR will be responsible for handling customer inquiries, resolving issues, and providing exceptional service to ensure customer satisfaction and retention. Ideally knowledge of import and export documentation is ideal for this role.

Key Responsibilities:

Customer Interaction: Respond promptly to customer inquiries via phone, email, live chat, and social media.

Problem Resolution: Identify and resolve customer issues efficiently and effectively. Escalate complex issues to the appropriate departments when necessary.

Product Knowledge: Maintain a deep understanding of our products and services to provide accurate information and support to customers.
Order Management: Assist customers with order placement, tracking, and returns. Ensure accurate and timely processing of orders.
Import/Export Documentation: Prepare and manage import and export paperwork, including bills of lading, commercial invoices, and customs declarations; Ensure compliance with international trade regulations and customs requirements; Coordinate with freight forwarders and customs brokers to facilitate timely shipments.
Documentation: Record customer interactions and transactions in the customer service database. Maintain detailed and accurate records of customer communications.
Feedback: Gather and report customer feedback to help improve products, services, and customer experience.

Team Collaboration: Work closely with other team members and departments to ensure a seamless customer experience.
Policy Adherence: Adhere to company policies and procedures, including data privacy and confidentiality guidelines.

Qualifications:

• High school diploma or equivalent required. Associate's or Bachelor’s degree preferred.
• Previous customer service experience preferred, but not required.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Ability to multitask and manage time effectively
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Preferred Skills:

• Experience or internship in the feed or pet food industry.
• Familiarity with pet food formulation software.
• Knowledge of pet food manufacturing processes and quality control standards.
• Understanding of regulatory requirements related to animal feed.
• Strong interest in ongoing learning and professional development in the field of animal nutrition.

Working Conditions:

• Full-time position. May require occasional evenings and weekends based on business needs.

Equal Opportunity Employer: United Petfood Producers USA Inc. is an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.