Consumer Care Direct-To-Consumer (DTC) Specialist

Job Summary

At Freshpet, our mission is to improve the lives of dogs and cats by providing them with the freshest, real food. As passionate pet lovers, we believe our work makes a real difference in pets' lives.

The Consumer Care Team is seeking a Direct-to-Consumer (DTC) Specialist to oversee and optimize the consumer care operations for our Direct-to-Consumer services. This role combines leadership, operational expertise, and a strong understanding of consumer care processes to enhance the pet parent experience. As the primary contact for our DTC pet parents, you will serve as a key liaison between the company, our Contact Center partner, and the operational DTC team, driving improvements and delivering exceptional service.

Ideal Candidates Will Have:

• Passion for Consumers: Thrive in a dynamic environment and contribute to our mission of delivering best-in-class customer service by leveraging consumer feedback to drive meaningful improvements.
• Exceptional Communication Skills: Exhibit excellent written and verbal communication skills. Ensure data accuracy and maintain strong relationships with internal and external stakeholders. Embrace feedback and collaborate effectively across diverse teams. Communicate with urgency, clarity, and professionalism to a variety of audiences, including senior management and consumers.
• Technical Proficiency: Navigate multiple online systems seamlessly while managing consumer interactions. Demonstrate experience with DTC order and account management, eCommerce platforms, subscription management systems, and contact center technology. Familiarity with live chatbots and database management is essential.
• DTC Expertise: Understand the consumer mindset in a DTC environment, including order and account management, and collaborate effectively with operational and last-mile teams.
• Proactive Prowess and Problem-Solving Skills: Anticipate consumer needs, identify potential issues, and proactively implement solutions.
• Passion for Pets: Advocate for pet parents by understanding their needs and preferences, ensuring they are supported with the products and services they love.

What You Will Do:

Consumer Support and Issue Resolution

• Serve as the primary point of contact for escalated consumer inquiries and complaints across all DTC channels.
• Provide personalized, empathetic, and professional support to address consumer concerns promptly and effectively.
• Maintain accurate records of interactions and analyze trends to recommend proactive improvements.
• Collaborate with cross-functional teams to resolve issues and enhance the consumer experience.

Collaboration and Process Improvement

• Partner with the DTC team to improve the overall consumer journey.
• Provide actionable insights and feedback from consumer interactions to support product development, user experience, and marketing strategies.
• Assist in creating and maintaining training materials and a comprehensive DTC knowledge database.

Order and Subscription Management

• Oversee subscription services, ensuring accurate and timely processing of consumer orders.
• Address subscription-related inquiries and provide solutions efficiently and effectively.
• Monitor subscription metrics, report performance trends, and recommend enhancements for continuous improvement.
• Support pet parents in managing their preferences and account information.

Technical Troubleshooting

• Leverage technical skills to address and resolve consumer issues related to products, services, and digital platforms.

Minimum Job Requirements:

• Education: Bachelor’s degree or 3-5 years of experience in a customer service role, preferably within a contact center or DTC environment.

If you are passionate about pets, excel in a fast-paced environment, and possess the skills to thrive in this role, we encourage you to apply and join our mission to make a difference in the lives of pets and their families.