Job Description

Big Country Raw is not just a pet food company – we are proud to be Canada’s leader in the frozen raw pet food category. We are proud of who we are, committed to the product we make, and care about our customers we serve.

Why work for Big Country Raw? With year over year growth, we continue to add to our team and seek ways to take great care of our employees. We offer a benefits program and big discounts on our products! Most importantly, we offer the opportunity to work with a team of awesome people. Many of our team members are passionate pet lovers, and we enjoy a work experience that is professional and fast-paced, yet fun and relaxed all at once!

*Note: This position allows the candidate to work from home one day per week.

Overall Accountability

The Customer Service Representative provides support and solutions to current and potential customers, as well as other key stakeholders. Each member of the Customer Service team contributes to the end goal of building and maintaining ongoing relationships with both customers and retail owner/operators. The Customer Service Representative is often a first point of contact for various inquiries, and must handle each situation knowing that they represent the company, its products, brand, and values. A typical day consists of fielding incoming calls, chats and emails, and assisting with customer orders, product inquiries, and delivery questions.

Responsibilities:

· Become a product expert and understand each customer’s needs in order to provide effective solutions and deliver exceptional customer service.

· Respond promptly to customer requests via telephone, chat, website, email, or face to face.

· Assist customers in navigating the Big Country Raw website and placing orders online.

· Provide accurate and knowledgeable answers to questions about products, pricing and availability.

· Create Meal plans as required for customers’ pets.

· Suggest additional and / or alternative products to meet customer needs.

· Use autonomous decision-making skills to resolve customer complaints within parameters of Big Country Raw’s complaint elevation process.

· Respond to inquiries regarding shipping and order status, communicating with the Logistics and Order Fulfillment teams regarding delivery status for orders.

· Investigate and resolve undeliverable and returned shipments with consumers and or retailers.

· Assist Sales Manager and Sales Representatives through open communication and timely feedback.

· Assist with the entry of P.O’s and customer orders as required.

· Provide sales administration support and outside sales support as required.

· Enthusiastically engage in departmental and cross-departmental project work.

· Assist and provide coverage for reception during busy periods and lunch.

· Follow safe work procedures and practices and report any unsafe working conditions / hazards to the Joint H&S committee.

Qualifications & Experience

· Post-Secondary certificate or diploma in business, administration, or a related field.

· Minimum 2 years’ related experience in customer service.

· Bi-lingual in French is a definite asset in this role.

· Proficiency in MS Office, Excel and website order entry systems.

· Knowledge in Pet Nutrition is a definite asset in this role.

Competencies

· Strong capability to provide excellent customer service

· Excellent communication (written and verbal via telephone, email, chat, in person)

· Ability to multi-task

· Self-motivated

· Detail oriented

· Ability to Troubleshoot

· Organization

· Time Management

How to Apply

Please submit a copy of your resume and cover letter to kathleen@bigcountryraw.ca or apply via indeed.

Applications must be submitted by Friday, April 19th, 2024.

We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest however only those applicants selected for an interview will be contacted.

Big Country Raw is committed to meeting the needs of persons with temporary and/or permanent disabilities in a way that allows them to maintain their dignity and independence. We are happy to discuss any need for accommodation in the workplace and will make an effort to meet those needs in a timely manner by preventing and removing barriers to accessibility in the areas of information, communications and employment.

Job Types: Full-time, Permanent

Salary: From $45,000.00 per year

Benefits: