Big Country Pet Co. is not just any pet food company – we are proud that our flagship brand, Big Country Raw, that is Canada’s leader in the frozen raw pet food category. We provide our consumers with healthier food options for dogs and cats, including complete frozen and gently cooked meals, supplements, and treats, as well as distribute third-party premium pet products. We are dedicated to enriching the lives of Canadian pets and the people who love them through high-quality and innovative products. With a profound passion for pets, we continually strive to set new benchmarks for pet nutrition, safety and well-being.
In 2024, the Globe and Mail and Canadian Business Magazine once again recognized Big Country Pet Co. (listed as Big Country Raw) as one of Canada’s Fastest-Growing Companies.
Our Customer Service team is the familiar voice, and name to thousands of Canadians coast to coast supporting our retail partners and pet parents looking for advice on how to make the transition to raw, needing to check in on a status of an order, have questions about certain products their using with their pets, celebrating pet birthdays and milestones, working with Logistics, Sales and Accounting to support credits, returns, or order add ins, among many other questions they get in a day. They’re relationship builders, company stewards, solution providers, and a friendly and trustworthy partner for the many they serve every day. A typical day consists of fielding incoming calls, chats and emails, and assisting with customer orders, product inquiries, and delivery questions.
This team member will work 4 days in office and 1 day from home.
Hours: 11 am to 7 pm

Qualifications & Experience

• Post-Secondary certificate or diploma in business, administration, or a related field.
• Minimum 2 years’ related experience in customer service.
• Experience in animal care or veterinary environment a strong and preferred asset.
• Proficiency in MS Office, Excel and website order entry systems.
• A team player and comfortable working in a shared office environment

• Become a product expert and understand each customer’s needs in order to provide effective solutions and deliver exceptional customer service.
• Respond promptly to customer requests via telephone, chat, website, email, or face to face.
• Assist customers in navigating the Big Country Raw website and placing orders online.
• Provide accurate and knowledgeable answers to questions about products, pricing and availability.
• Create Meal plans as required for customers’ pets.
• Suggest additional and / or alternative products to meet customer needs.
• Use autonomous decision-making skills to resolve customer complaints within parameters of Big Country Raw’s complaint elevation process.
• Respond to inquiries regarding shipping and order status, communicating with the Logistics and Order Fulfillment teams regarding delivery status for orders.
• Investigate and resolve undeliverable and returned shipments with consumers and or retailers.
• Assist Sales Manager and Sales Representatives through open communication and timely feedback.
• Assist with the entry of P.O’s and customer orders as required.
• Provide sales administration support and outside sales support as required.
• Enthusiastically engage in departmental and cross-departmental project work.
• Assist and provide coverage for reception during busy periods and lunch.
• Follow safe work procedures and practices and report any unsafe working conditions / hazards to the Joint H&S committee.

Qualifications & Experience

• Post-Secondary certificate or diploma in business, administration, or a related field.
• Minimum 2 years’ related experience in customer service.
• Experience in animal care or veterinary environment a strong and preferred asset.
• Proficiency in MS Office, Excel and website order entry systems.
• A team player and comfortable working in a shared office environment.

We are conducting an internal and external search simultaneously. We wish to thank all applicants for their interest however only those applicants selected for an interview will be contacted.
Big Country Raw is committed to meeting the needs of persons with temporary and/or permanent disabilities in a way that allows them to maintain their dignity and independence. We are happy to discuss any need for accommodation in the workplace and will make an effort to meet those needs in a timely manner by preventing and removing barriers to accessibility in the areas of information, communications and employment