Customer Service Representative

Job Description

Company Description

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Wynwood Dog Food Co. has grown from humble beginnings into a leading provider of fresh, veterinarian-formulated therapeutic diets trusted by veterinary professionals nationwide. As innovators in the pet nutrition industry, we are committed to improving pet health through science-backed, fresh food solutions. We offer opportunities for professional growth and the chance to make a meaningful impact on the future of pet health.

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About the Role

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Wynwood Dog Food Co. is seeking a compassionate, detail-oriented Customer Service Representative to assist customers with orders, deliveries, subscriptions, product questions, and issue resolution through phone and email.

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This role requires strong communication, problem-solving, accurate documentation, and consistent follow-through. The ideal candidate will approach every interaction with patience, empathy, and professionalism, particularly when assisting customers caring for dogs with serious or chronic health conditions.

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Responsibilities & Key Functions

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• Respond to inbound calls and emails with professionalism, accuracy, and empathy
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• Assist customers with orders, subscriptions, deliveries, account updates, and product questions
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• Make outbound calls and provide follow-up as needed
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• Resolve shipping and order issues, including delays, damages, refunds, replacements, and cancellations
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• Develop strong product knowledge to clearly explain products, policies, feeding information, and storage guidelines
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• Document customer interactions and maintain accurate account records
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• Escalate medical, nutritional, food-safety, and product-quality concerns appropriately
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• Collaborate with internal teams to ensure timely resolution and a positive customer experience
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• Support additional customer service and administrative responsibilities as needed
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Qualifications

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• Previous customer service experience required; pet, veterinary, food, retail, or e-commerce experience is a plus
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• Strong written and verbal communication skills with professional phone and email etiquette
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• Patient, empathetic, and calm when handling difficult customer concerns
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• Organized, detail-oriented, and able to manage multiple priorities
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• Proactive problem-solver who works independently and takes ownership
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• Comfortable using phone, email, e-commerce, and customer support systems; Shopify and Aircall experience is a plus
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• Collaborative, dependable, and passionate about dogs and pet health
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Position Details

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Job Type: Full-time

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Schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m., with occasional weekend availability based on business needs.

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Work Location: In person at 7291 SW 57th Avenue, South Miami, FL 33143, with the potential for remote work in the future based on business needs.

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Additional Information

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• Fast-paced, collaborative work environment
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• Regular communication with customers caring for dogs with serious or chronic health conditions
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• Exposure to dogs
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• This position involves extended periods of computer and telephone use
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Benefits

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• Employee discount
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• Opportunities for professional development and growth within the company
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