Customer Care Representative

Job Description:

Changing the World, One Kibble at a Time

Champion Petfoods is expanding! We are excited to announce we are looking for a Customer Care Representative to join our rapidly growing company.

Champion Petfoods is an award-winning pet food crafter with a reputation of trust spanning 35+ years. From our humble beginnings, founded in a small town in Alberta, Canada, Champion – with its ORIJEN® and ACANA® brands – is a key player in the global premium pet food industry.

Our purpose, To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime , provides the foundation for our highest aspirations as a company. Being a partner to the communities that surround us – and the environment that sustains us – are top priorities.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

Here’s the scoop – Summary

The Customer Care Representative’s primary responsibility is to provide a positive memorable experience to every business contact encountered, both internally with relevant corporate departments and externally with distributors, retailers and Pet Lovers who feed their pets ACANA and ORIJEN. Champion’s Customer Care Representatives are entrusted with the education of Pet Lovers in regard to our company and brands and is required to liaise with Research & Innovation and Quality Assurance teams to troubleshoot problems, suggest appropriate diet solutions and to provide nutritional information.

This position is key to providing consumers with peace of mind and building trusted relationships with Pet Lovers worldwide. The Customer Care Representative works a hybrid schedule from home and out of our corporate office in South Edmonton, and reports to the Manager, Customer Care.

What a typical day looks like

• Commit to providing each contact with a positive, memorable experience; offering professional empathetic customer service that is knowledgeable, timely, friendly and caring.
• Efficiently handle day-to-day phone, e-mail, and chat inquiries from our internal and external customers, maintaining established standards and delighting contacts.
• Follow SQF protocols for documenting and reporting customer concerns to Quality Assurance, providing information and resolution in accordance with Champion’s Standards.
• Work with the Customer Care team to meet annual performance objectives, meeting personal goals that support these objectives and reporting on progress in group meetings.
• Develop and maintain effective and timely communication practices with the Customer Care Manager in order to provide information for relevant reports.
• Conduct relevant research as required and requested by Customer Care Team Supervisor or Manager.
• Draft documentation and/or prepare statistical reports, as required or requested.
• Develop and demonstrate awareness of inquiry trends in order to prepare or update standard answers and FAQ’s.
• Promote and support compliance with established Customer Care standards and assist in fostering a strong team support system by developing strong inter-relationships across corporate departments.
• Develop awareness and understanding of corporate policies, practices and procedures as they relate to health and safety and to the environment and commit to personal compliance with same.
• Support Bill 96 initiatives.
• Identify and report any emerging trends based on Pet Lover feedback and or inquiries.
• Perform other duties as required and requested.

What you’ll bring

• High School Diploma or GED is required; a Certificate or Diploma in nutrition or related field is preferred.
• Fluent in English, both written and spoken. French fluency a strong asset.
• Experience with analyzing and resolving customer service and client issues.
• Ability to develop and maintain lasting relationships with corporate departments, key business partners, and with customers.
• Exceptional conflict resolution, negotiation and objection handling skills.
• Animal nutrition experience with a technical background would be considered an asset.
• Strong focus on customer service, with demonstrated ability to deal with people sensitively, tactfully, diplomatically and professionally at all times.
• Self-directed, with ability to work successfully both independently and within a team environment.
• Proven data entry, data editing and typing skills, with attention to detail in all areas of work.
• Extremely strong and effective communication skills, both verbal and written, and strong interpersonal skills with ability to develop and maintain successful working relationships with diverse groups.
• Ability to respond quickly in a dynamic and changing environment.
• Professional appearance and manner.
• Ability to co-ordinate and organize meetings, exhibits and other events.
• Love for animals!
• Overtime and weekend work as required.

What can you expect from Champion?

• Safety:a strong commitment to ensure all people are provided with a safe, healthy and respectful environment.
• Earnings:Competitive Wages that give financial peace of mind, RRSP with Company, and donation matching.
• Industry Competitive Benefits:Medical, Dental, Vision and Employee Assistance Programs to meet your individual or family needs.
• Continuing Education:In House & Online Learning & Development, as well as an Education Assistance Program.
• Quality:a dedication to uphold the highest standards of authenticity, nutritional integrity, and food safety, to earn the trust of Pet Lovers everywhere.
• Other Perks:Free Bag of Premium Pet Food each month, Free Parking and more!

What are you waiting for? Join the pack!

Come as you are.

We value diversity in all forms and know the power it can bring. Workplace equality allows for creative ideas to bloom, diverse points of views to be heard, and increases overall happiness. That sounds pretty good to us.

Champion is an equal opportunity employer. Regardless of your race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age, veteran status, or any other creed, you are wanted here.

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