Digital Consumer Care Specialist

FreshPet•Bedminster, NJ

22h•Hybrid

About The Position

At Freshpet, the goal is to change the way people nourish their pets forever, strengthening the bond between people and pets for longer, healthier, and happier lives while being kind to the planet. They believe in creating fresh, real foods that pets love to help them live healthier lives, which in turn benefits pet parents. The Freshpet Consumer Care Team is seeking a creative and energetic Consumer Digital Channels Specialist to be the Voice of the Social Consumer. This role requires working in a fast-paced team environment with solid attention to detail, a helpful can-do attitude, creative problem-solving, and excellent customer service skills. A love for pets and communications is essential, as the specialist will advocate for Pet Parents 100% of the time, understanding their needs to better serve them. Responsibilities include consumer monitoring and engagement of social posts across all Freshpet consumer channels, with a strong focus on digital, social, and product review portals. A knack for online systems is necessary, with the ability to switch between platforms seamlessly. Experience with Emplifi Social Engagement Tool and Bazaarvoice Connections Portal is a plus.

Requirements

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.

Nice To Haves

Experience with the Emplifi Social Engagement Tool
Experience with the Bazaarvoice Connections Portal

Responsibilities

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