Customer Happiness Expert

Customer Happiness Expert

Redbarn Pet Products was co-founded in 1996 by lifelong friends Jeff Baikie and Howie Bloxam, who met as 12-year-olds on a hockey rink in Canada. Inspired by a shared passion for wholesome, high-quality dog food, they built a company that has grown to a family of 500 members, offering over 200 foods, treats, and chews. As a family-owned business for over 25 years, Redbarn's culture is rooted in the belief that they are more than just a teamthey are a family.

We are seeking a detail-oriented and highly organized Customer Happiness Expert and part of the Customer Service team, this position is based in our warehouse and plays a key role in ensuring both pets and their parents have a happy, positive experience. Your focus will be on turning potential issues into memorable experiences. This unique role is hands-on, highly collaborative, and centered around one simple goal: making sure every pet and pet parent feels happy, heard, and cared for while enjoying a seamless experience with our brand.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Respond to customer service inquiries related to expedited shipping and order cancelations, updates, and changes and ownership of replacement orders for High-Risk customers.
• Assist the shipping team with updating orders with needed information.
• Oversee the customer return process, ensuring timely and accurate refunds and accurate account updates.
• Responding to internal customer shipping requests from the sales team, social team, marketing team, and other cross functional teams as needed.
• Participate in customer happiness initiatives including surprise & delight, follow-up friday and customer loyalty.
• Monitor, engage, and respond to customer feedback and inquiries across all channels, including brand websites, Amazon, Walmart, social media, email, SMS, and other CX platforms.
• Collaborate with the team, attend training, and stay up to date on products, policies, and company happenings.
• Eager to grow with the role, taking on new responsibilities that help create even better experience for pets and their parents.

Requirements:

• Customer service experience
• Strong written and verbal communication skills
• Comfortable with computers and CX platforms
• Ability to manage multiple tasks in a fast-paced environment
• Reliable attendance and schedule adherence
• Passion for pets and helping others
• Flexibility, willingness, and a desire to grow with the role

Preferred:

• Warehouse experience
• E-commerce or retail customer service experience
• Familiarity with tools like Shopify, Extensiv, Teams, and Re:amaze

To perform this job successfully, an individual should have basic computer skills, knowledge of Internet software and SCANFORCE order processing systems.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand and talk or hear. The employee is occasionally required to sit and climb or balance. The employee must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Redbarn Pet Products is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Redbarn Pet Products complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, please contact Human Resources at View phone number on click.appcast.io.