Office Supervisor and Client Care Coordinator
About The Position
This role involves overseeing daily office operations, managing administrative workflow, and leading a team of office and transportation staff. The position requires a compassionate and professional demeanor, particularly when interacting with grieving pet families and veterinary partners. Key responsibilities include coordinating schedules, managing client information, processing administrative tasks, and ensuring smooth operational flow between different facilities. The role also involves coordinating transportation logistics, ensuring safety and compliance, and providing leadership and support to the team. A significant aspect of the job is acting as a point of contact for clients, offering support during difficult times, and maintaining professional relationships with partners.
Requirements
- High school diploma or equivalent
- Previous supervisory, office management, logistics, customer service, or operations experience
- Valid driver’s license with a clean driving record
- Strong organizational and multitasking abilities
- Excellent verbal and written communication skills
- Strong customer service and leadership skills
- Ability to work independently and in a fast-paced environment
- Proficiency in Microsoft Office and office software systems
- Compassionate, professional, and respectful demeanor
- Comfortable occasionally driving company vehicles for local pickups or deliveries as operational back-up support
- Ability to lift, carry, and move pets and materials weighing up to 60–80 pounds
- Comfortable working in an environment involving deceased pets, crematory operations, odors, heat, and exposure to equipment
- Willingness to wear required personal protective equipment (PPE) and follow safety procedures at all times
- Flexibility to work occasional early mornings, evenings, or weekends as operational needs require
Nice To Haves
- Experience in pet aftercare, funeral services, veterinary services, transportation, or logistics industries
- Experience supervising drivers or coordinating transportation routes
- Experience driving cargo/commercial vans
- Experience with GPS routing and scheduling systems
Responsibilities
- Supervise day-to-day front-desk operations, administrative workflow, and office staff
- Monitor scheduling, workflow, and overall office efficiency
- Answer phones, respond to emails, and assist customers with professionalism, empathy, and compassion
- Maintain accurate records, service documentation, and client information
- Process invoices, payments, and administrative reports
- Coordinate communication between veterinary hospitals, spoke locations, drivers, and operations teams
- Support operational workflow between the central crematory facility and surrounding spoke locations
- Ensure compliance with company procedures, policies, and operational standards
- Make real-time operational decisions to maintain workflow efficiency and service quality
- Escalate customer service concerns, operational issues, or compliance matters to management as appropriate
- Coordinate transportation schedules and routing for pet pickups and deliveries
- Assist in overseeing transportation specialists/drivers to ensure timely and professional service
- Verify chain-of-custody documentation and transportation paperwork accuracy
- Monitor vehicle maintenance schedules, cleanliness, and safety compliance
- Serve as a back-up driver for local pickups or deliveries when operationally necessary
- Ensure all transportation activities are performed with dignity, compassion, and professionalism
- Lead, coach, and support office and transportation team members
- Assist with training new employees on office procedures and transportation protocols
- Monitor staff performance and provide feedback to management
- Help resolve operational or customer service concerns professionally and efficiently
- Foster a positive, respectful, and team-oriented work environment
- Serve as a compassionate point of contact for grieving pet families
- Build and maintain positive relationships with veterinary clinic partners
- Support memorial service coordination and client communication
- Represent the company professionally during all interactions
- Follow all safety procedures and PPE requirements
- Maintain confidentiality and professionalism at all times
- Ensure compliance with company transportation, operational, and workplace safety standards
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
