Pet Specialty B2B Customer Service Representative

Petmate is a global leader in pet supply products. Some of our most beloved brands include Chuckit!®, Arm & Hammer®, Barkbone®, Gamma2®, HyperPet®, JW Pet®, La-Z-Boy®, Mad Cat®, Petmate®, Vittles Vault® and Wild Eats®. 

Over 60 years ago, Petmate began with a single focus on providing safe pet transportation, which resulted in the creation of the first dog kennel. Flash forward to today, and the same love and bond that existed to provide safe travels for our pets now permeates through every step of pet and pet owners’ shared adventure.

Knowing that pets are every bit as much a part of the family, Petmate takes pride in developing new, superior products that improve the quality of life and enrich the bond created between people & their pets. From environmentally responsible manufacturing to rigorous product testing, we place safety at the core of what we make and how we make it.

Our 25 trusted brands continually drive innovation across pet categories, spanning dog and cat toys, feeding and watering, food storage, carriers, shelters, bedding, consumables and more.

OUR WHY: To enrich the lives of families by cultivating the bond between people & their pets

OUR VISION: Families everywhere trust us more than any other company to enhance the well-being of their pets at every step of their adventure

Petmate Core Values

OWN IT!: We take full responsibility for our actions, decisions, and their outcomes

STEADFAST DETERMINATION: Steady pursuit of what's next with unwavering commitment and enthusiasm

DO THE RIGHT THING: Consistent alignment of actions and values in every situation, ensuring you're always true to what's right

SAFETY WITHOUT COMPROMISE: We prioritize the safety of employees, consumers, and pets without compromise

Pet Specialty B2B Customer Service: The successful candidate will manage sales orders for pet specialty, grocery, and big box channels. They will provide excellent service by ensuring the customer needs are met in a timely and professional manner.

Essential Duties and Responsibilities:

· Ensure EDI orders transmit accurately

· Review available inventory to increase fill rate on weekly replenishment orders

· Review Excel production plans and communicate information to customers and Sales team on out-of-stock items

· Review Excel reports for incoming stock ETA

· Light order entry required 20 – 30 per month

· Allocate product on replenishment orders using internal Excel reports and order data from Oracle

· Host bi-weekly calls with the Sales team to review open customer orders/concerns

· Manage and respond to a high volume of daily emails

· Build and maintain strong relationships with customers

· Customer score cards and fill rates – review and implement improvements

· Manage direct import orders and coordination of shipments with the Petmate overseas office

· Generate export and import shipping documentation

· Work with internal teams on ship errors/RMA

· Direct communication with customers to maintain customer on time standards

· Attend internal and external meetings as required

· Other duties as assigned

Competencies: 

· Possess strong written and oral communication– Varies writing style to manage customer expectations

· Intermediate Excel skill set with working experience using V/X Lookup formulas

· Basic knowledge and understanding of EDI terminology

· Demonstrate initiative and problem-solving skills

· Have a Customer Focused approach to problem solving

· Be flexible to change and learn new processes quickly

· Ability to work on a variety of tasks simultaneously. Strong time management skills

· Have strong analytical skills and high level of attention to detail

· Be resourceful and have a positive work ethic

· Able to collaborate and contribute in an in-office team environment

· Able to effectively present information in one-on-one and small group situations

Education and/or Experience: College Degree; and/or 3-5 years related experience. Intermediate Excel experience including formula usage.

Physical Demands: Ability to sit for long periods of time in front of a computer screen in an office environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is occasionally required to stand, walk, and pack out small parcel packages. Specific vision abilities required by this job include close vision, color vision and ability to adj

Petmate is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by law.