COMPANY OVERVIEW

Fromm Family Foods is a fifth-generation family-owned and operated pet food company based in Wisconsin, dedicated to the health and nutrition of animals since 1904. Our long-term approach ensures that we provide superior products that our customers can trust.

SKILLS REQUIRED:

• Data Entry & Documentation
• Foundational knowledge of nutrition, specializing in dogs, cats, and pet food
• Technical Writing
• Cross-functional Collaboration (R&D, Creative Services, Customer Service Teams)
• Excellent Communicator
• Presentation & Facilitation (confident leading in-person or virtual training sessions for individuals or groups)
• PDF Editing
• Layout Design (comfort with visual design tools for formatting visually appealing resources, such as PowerPoint presentations, and materials)
• Resource/Content Creation (training resources, programs, etc.)

QUALIFICATIONS:

• Bachelor of Science in Animal Science, Biology, Biochemistry, Chemistry or equivalent
• 5+ years of Industry Experience
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Effective communication and customer service skills
• Strong proficiency in Microsoft Office, Hubspot, Adobe, Trello, and Excel
• Familiarity with AAFCO guidelines and standards
• A collaborative mindset with the ability to work independently and take direction
  Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Work Location: In perso

• Develop Learning Materials and Training Resources
• Design and produce engaging training content, including manuals, e-learning modules, and presentations.
• Maintain and Update Customer Service (CS) Resources
• Regularly audit and revise CS documentation, FAQs, product guides, and internal knowledge bases to ensure accuracy, consistency, and alignment with current product offerings.
• Collaborate with R&D to gather relevant updates and feedback.
• Design and Implement Training Strategies and Programs
• Assess current skill levels and training needs through gap analyses, feedback, and performance data with Customer Service Manager.
• Develop and execute training plans that support career development, product knowledge, customer service excellence, and operational efficiency.
• Draft, review, and maintain SOPs, training manuals, and policy documentation to ensure consistency.
• Collaboration on Proofing and Quality Control of Product Packages
• Work closely with R&D and Creative Services to review and validate packaging content, including claims, instructions, and nutritional details, ensuring compliance with brand standards and regulatory guidelines.
• Provide feedback and support revisions for packaging materials prior to finalization.
• Be familiar with AAFCO and pet food compliance, and support the product registration process, including preparation, submission, and maintenance of documentation in alignment with evolving regulatory requirements.
• Support Technical Service Projects
• Assist with data entry tasks related to product formulations, feeding studies, technical documents, and other test results.
• Function as a basic nutritional consultant by offering informed recommendations on feeding guidelines, ingredients, and nutrition-related customer inquiries.
• Coordinate necessary edits across teams and updating corresponding PDF documents and resources.
• Support the procurement and supplier management teams in ensuring quality and compliance standards for ingredients.
• Onboarding New Hires
• Facilitate structured onboarding programs for new team members, ensuring they are equipped with foundational knowledge, tools, and resources to succeed in their roles.
• Conduct orientation sessions covering company values, product knowledge, systems training, and workflow processes.
• Assist Customer Service
• Respond to customer inquiries via phone, email, and chat on an as-needed basis, particularly for escalated or complex cases requiring in-depth product knowledge or specialized handling.
• Collaborate with Customer Service representatives to identify training gaps and provide coaching or resources to improve service quality and consistency.
• Champion a culture of continuous learning by delivering regular training opportunities and maintaining updated learning resources.
• Other Duties as Assigned