Digital Consumer Care Specialist

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, that their pet parents will also enjoy the many benefits of a rich life shared with a pet. IT’S AMAZING WHAT CAN HAPPEN WHEN YOU START COMPLETELY FRESH!

What You Will Do

At Freshpet, our goal is to make the lives of dogs and cats everywhere better by making real food for pets with the freshest ingredients. We’re passionate about what we do because we’re pet lovers, and because we believe that as a team, we are making a real difference in pets’ lives. The Freshpet Consumer Care Team is looking for a creative and energetic Consumer Digital Channels Specialist to dig in and get their paws wet by becoming our Voice of the Social Consumer.

Your ability to work in a fast-paced team environment along with solid attention to detail, helpful can-do attitude, creative problem solving, and excellent customer service skills will ensure your success in this critical position.

A love for pets! You are the advocate for our Pet Parents 100% of the time. We will rely on you to know our Pet Parents inside and out so we may better serve them with the products they love.

A love for communications! Excellent written and verbal skills are a must! Responsible for Consumer monitoring and engagement of our Pet Parent’s social posts through all Freshpet consumer channels, with a strong focus on consumer engagement with Freshpet’s digital, social, and product review portals.

A knack for online systems! Must have the ability to jump between platforms without losing focus. Experience with the Emplifi Social Engagement Tool would be a plus, along with the Bazaarvoice Connections Portal.

How You Will Make an Impact

• Monitor and engage on Freshpet’s Social channels, which include, but are not limited to; Twitter, Facebook, Instagram, TikTok, YouTube, and Pinterest.
• Resolve Consumer issues via the open Freshpet Consumer Care channels of Email and Live Chat.
• Report emerging product issues that could negatively impact Freshpet’s Business or Operations
• Highlight new product opportunities, if any, through social listening of what consumers are mentioning in Emplifi Social and Social Marketing Cloud.
• Responsible for daily consumer case management & database maintenance in Emplifi Social and Social Marketing Cloud.
• Addressing consumer inquiries, product questions, consumer complaints in the social and digital space.
• Responsible for engaging with our Pet Parents by responding to Reviews and capturing the commonality of reviews from Review and Consumer Complaints Sites.
• Become the Champion for the Voice of the Social Consumer.
• Other projects related to Consumer Care, as assigned by Consumer Care Director
• Hybrid- 3 days in office

What You Will Bring

• Must have 3-5 years’ experience in a customer service role or related experience · Requires excellent written, analytical, and verbal communications.
• Must possess excellent computer skills, along with a working knowledge of MS Word, MS, Excel, MS PowerPoint, and database programs.
• Must be highly organized, thorough, with an attention to detail.
• Must be able to interact and communicate with a wide and diverse scope of audiences, ranging from internal senior level managers, line managers, as well as the varied array of personalities of the public.
• A strong focus with social media consumer engagement, networking, and internet savvy.
• Must be a quick study, exhibit flexibility as priorities can and will frequently change throughout the day based on consumer demand.
• Liaise with key stakeholders within Quality, R&D, Sales, and Marketing Teams.
• Must be punctual and possess a strong work ethic with a sense of urgency.
• Must be confident and work independently with minimal supervision but accepting of direction when needed.
• Must develop effective internal and external business relationships.
• Demonstrate a team-building attitude, be cooperative, and convey a willingness to listen to suggestions from others.
• Must be able to solve problems systematically.
• Must be able to make decisions on own and possess a good understanding of internal operations.
• Must be willing to take responsibility for activities and projects outside of primary job description.
• Understand and analyze social media and social listening feedback to signal Freshpet product usage, complaints, and suggestions across Freshpet categories.

What We Offer

The range for this position is: $65,000 – $85,000

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:

Freshpet is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).

Disclaimers

The salary range provided above is the range of the wages that we will pay for the listed position. A final determination on the wages within this range is based on a number of non-discriminatory factors, including but not limited to the required work location, previous work experience, skill set, and wage rates for comparable positions.

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.

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