Customer Service Manager

Who We Are

At Freshpet, our goal is to change the way people nourish their pets forever.  We strive to strengthen the bond between people and our pets so that we both live longer, healthier, and happier lives while being kind to the planet. We believe that if we can create fresh, real foods that pets love and help them live healthier lives, their pet parents will also enjoy the many benefits of a rich life shared with a pet.

We started with a mission to change how pet parents feed dogs and cats, but we also wanted to be a company with a thoughtful approach to how we operate. We wanted to do things differently: make great products while being gentle to the planet, good to the people who touch our business, and leave a positive impact with everything we do. We work hard every day to uphold the original vision, starting with making the highest-quality foods in our kitchens and running our business with integrity, transparency, and social and environmental responsibility.  IT’S AMAZING WHAT CAN HAPPEN WHEN YOU START COMPLETELY FRESH!

What You Will Do

As a Customer Service Coordinator, your role will include the following, but is not limited to

• Manage assigned CRM Cases within the required KPIs.
  • Examples include, but are not limited to: Invoicing, Customer Questions, Internal Team Support, External Team Support, OSD Claims Process, Fines Tracking
• Own the Freshpet Donation process from vetting rescues, deciding on supporting them, building a nationwide database of rescues and arrange the donations with our logistics and warehouse team.
• Provide world class customer service and support to both our internal and external customers. 
• Manage our OS&D process including receiving the claims, deciding on disposition of the claim and carrier / customer relationship through the process.  Complete root cause analysis of the claims and implement process improvements for corrective action to minimize our claims.  This drives cost savings and customer satisfaction.
• Work closely with the customer service manager to create the team KPIs, strategy and overall process improvements.  The coordinator will own their desk and process and provide their incites to the manager. 
• Work with other Freshpet departments as part of our SIOP to understand our overall business and how this could impact our customers.  Then develop new communication and customer service strategies for your customers
• Develop proactive communication processes for managing your customers
• Review all fines and invoice deductions for your customers to understand the root cause and develop process improvements to eliminate the fines and deductions.  This generates increased revenue and improved EBITDA
• Create monthly meetings with our customers to review scorecards and performance.  Provide that feedback to the Freshpet Supply Chain and work closely with them on process improvements
• Other daily customer service tasks as needed

How You Will Make an Impact

• Proactively identify key trends and variances impacting customers’ orders shipping timely.
• Communicate with internal employees, external partners, and customers to resolve issues and obtain additional information where required.
• Maintain and enforce proper customer service policies, practices, and internal controls to ensure SOX compliance.
• Support weekly and ad hoc reporting as required.
• Maintain accurate records and notes within our CRM Case System, ensuring all steps are documented with any required approval and supporting documentation.
• Perform special projects as needed

Work Experience Requirements

• 5 - 7+ years’ experience and knowledge of White Glove Customer Service
• Skilled in communicating with both internal and external customers.
• Salesforce experience is a plus.
• D365 ERP experience is a plus.

  Knowledge. Skills and Training

• Must be extremely organized and motivated, have excellent attention to detail, and possess strong verbal, written, and computer skills, including high proficiency in Microsoft Office applications.
• The ability to work as team and independently in a fast-paced environment with emphasis on accuracy and timeliness.

• Strong organizational, problem-solving, and analytical skills, able to manage priorities and workflow.
• Excellent interpersonal and communication skills.

 Education Requirements

•  High School Education/GED

What We Offer

At Freshpet, we offer a competitive salary and an excellent benefits package, including medical, dental and vision insurance, basic and optional life insurance, short- and long-term disability protection, flexible spending accounts, and a 401(k) plan with company match, paid parental leave, pet insurance, tuition assistance, a generous PTO plan and so much more!

Our Commitment to a Diverse Workforce

At Freshpet, we embrace and encourage our employees’ differences in age, sex, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.

Freshpet aims to foster, cultivate, and preserve a culture of diversity, equity, and inclusion. Our employees are our most valuable assets. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation and the company’s achievement as well. Freshpet is an Equal Opportunity Employer. 

Disclaimers

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Freshpet is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Freshpet via email, the Internet, or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Freshpet. No fee will be paid in the event the candidate is hired by Freshpet as a result of the referral or through other means.