Customer Serivce Rep

United Petfood•Mishawaka, IN

About The Position

United Petfood is seeking a dedicated and enthusiastic Customer Service Representative to handle customer inquiries, resolve issues, and provide exceptional service that supports customer satisfaction and retention. The role also includes assisting with order management and preparing and managing import/export documentation. Knowledge of import and export documentation is considered ideal. United Petfood is a Belgian family business and private-label producer of dry and wet pet food, biscuits, and snacks, with 25 high-tech pet kitchens in Europe and the US. The company describes its team as international, passionate, and driven, and emphasizes supportive, long-lasting partnerships, high-quality ingredients, and innovative technology. This is a full-time position in the Customer Service department in Mishawaka, Indiana. Occasional evening and weekend work may be required based on business needs.

Requirements

High school diploma or equivalent required.
Excellent verbal and written communication skills.
Strong problem-solving abilities and attention to detail.
Ability to work independently and as part of a team.
Ability to multitask and manage time effectively.
Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint.

Nice To Haves

Associate's or bachelor's degree preferred.
Previous customer service experience preferred, but not required.
Experience or internship in the feed or pet food industry.
Familiarity with pet food formulation software.
Knowledge of pet food manufacturing processes and quality control standards.
Understanding of regulatory requirements related to animal feed.
Strong interest in ongoing learning and professional development in animal nutrition.
Knowledge of import and export documentation is ideal.

Responsibilities

Respond promptly to customer inquiries by phone, email, live chat, and social media.
Identify and resolve customer issues efficiently and effectively, escalating complex issues to appropriate departments when necessary.
Maintain knowledge of products and services to provide customers with accurate information and support.
Assist customers with order placement, tracking, and returns, and ensure orders are processed accurately and promptly.
Prepare and manage import and export paperwork, including bills of lading, commercial invoices, and customs declarations.
Ensure compliance with international trade regulations and customs requirements.
Coordinate with freight forwarders and customs brokers to facilitate timely shipments.
Record customer interactions and transactions in the customer service database, maintaining detailed and accurate communications records.
Gather and report customer feedback to help improve products, services, and customer experience.
Collaborate with team members and other departments to ensure a seamless customer experience.
Follow company policies and procedures, including data privacy and confidentiality guidelines.