Consumer Product Support Specialist

at  Rolf C Hagen

Rolf C. Hagen Inc. is the world’s largest privately-owned, multi-national pet products manufacturer and distributor.
We are looking for a Consumer Product Support Specialist to add to our growing department and provide best-in-class service to our customers. You will be required to answer questions and troubleshoot our extensive line of pet products via phone and email in a timely and professional manner. Additionally, you will track shipments and handle ordering/shipping issues for the growing B2C side of our business.
Job Overview
Our preferred candidate is someone with a passion for pets, is self-motivated and has excellent verbal and written skills. The person in this role will be in a critical position at our company as they will have direct contact with our customers while they assist them in resolving technical issues, as well as guide them in the use of our products in multiple categories of Aquatic, Bird, Reptile, Small Animal, Dog, Cat and Pond.

Responsibilities and Duties

• Answer incoming phone calls and emails and respond promptly via Salesforce
• Provide technical product support via phone or email
• Handle warranty replacements
• Handle inquiries regarding order status, shortages and various shipping issues
• Detailed electronic logging of data for analysis via Salesforce
• Report any Quality Control issues
• Any additional tasks as assigned

Minimum Qualifications Required

• High School Degree or equivalent ()
• Experience with call center work, technical troubleshooting and remote working
• Excellent communication skills, both written and verbal. Excellent grammar and spelling
• Excellent people skills, especially when dealing with difficult customers and stressful situations
• Proficient in Microsoft Teams, Excel, Word and Outlook
• Dedicated workspace with desk and office chair
• Pet retail experience a plus

Benefits

• Health, Dental, Vision, Legal Benefits, EAP
• 401K with Company Match
• Paid Time Off that increases with years of service
• Employee Discounts
• Company Paid LTD and STD & Life Insurance

• Answer incoming phone calls and emails and respond promptly via Salesforce
• Provide technical product support via phone or email
• Handle warranty replacements
• Handle inquiries regarding order status, shortages and various shipping issues
• Detailed electronic logging of data for analysis via Salesforce
• Report any Quality Control issues
• Any additional tasks as assigne