City of Edmonton Jobs

Champion Petfoods

Champion Petfoods is expanding! We are excited to announce we are looking for a Customer Care Representative to join our rapidly growing company.

Champion Petfoods is an award-winning pet food maker with a reputation of trust spanning 35+ years. Founded in a small town in Alberta, Canada, Champion – with its ORIJEN® and ACANA® brands – is a key player in the global premium pet food industry across three major geographic regions. Our purpose, To Earn Pet Lover Trust Every Day so Pets Thrive for a Lifetime, provides the foundation for our highest aspirations as a company.

We would love to hear from you if you are passionate about personal and professional growth and see yourself as a key player contributing to our continued success as an award-winning company.

Summary

The Customer Care Representative’s primary responsibility is to provide a positive memorable experience to every business contact encountered, both internally with relevant corporate departments and externally with distributors, retailers and end-users of ACANA and ORIJEN. Champion’s Customer Care Representatives are entrusted with the education of Pet Lovers in regard to our company and brands, and is required to liaise with Research & Innovation and Quality Assurance teams to troubleshoot problems, suggest appropriate diet solutions and to provide nutritional information.
This position is key to providing customers with peace of mind and building trusted relationships with pet-lovers world wide. The Customer Care Representative works out of our corporate office in South-East Edmonton, and reports to the Manager, Customer Care.

Responsibilities

Commit to providing each contact with a positive, memorable experience; offering professional empathetic customer service that is knowledgeable, timely, friendly and caring.
Efficiently handle day-to-day phone, e-mail and chat inquiries from our internal and external customers, maintaining established standards and delighting contacts.
Follow SQF protocols for documenting and reporting customer concerns to Quality Assurance, providing information and resolution in accordance with Champion’s Standards.
Work with the Customer Care team to meet annual performance objectives, meeting personal goals that support these objectives and reporting on progress in group meetings.
Develop and maintain effective and timely communication practices with the Customer Care Supervisor in order to provide progress updates.
Conduct relevant research as required and requested by Customer Care Team Leader.
Draft documentation and/or prepare statistical reports, as required or requested.
Develop and demonstrate awareness of inquiry trends in order to prepare or update standard answers and FAQ’s.
Assist the Team with offering staff training/product awareness sessions.
Promote and support compliance with established Customer Care standards and assist in fostering a strong team support system by developing strong inter-relationships across corporate departments.
Develop awareness and understanding of corporate policies, practices and procedures as they relate to health and safety and to the environment and commit to personal compliance with same.
Perform other duties as required and requested.

Requirements

BSc in Animal Health-preference for performance and companion animals as a major, would be considered an asset.
Experience with analyzing and resolving customer service and client issues.
Ability to develop and maintain lasting relationships with corporate departments, key business partners, and with customers.
Exceptional conflict resolution, negotiation and objection handling skills.
Strong focus on customer service, with demonstrated ability to deal with people sensitively, tactfully, diplomatically and professionally at all times.
Self-directed, with ability to work successfully both independently and within a team environment.
Proven data entry, data editing and typing skills, with attention to detail in all areas of work.
Extremely strong and effective communication skills, both verbal and written, and strong interpersonal skills with ability to develop and maintain successful working relationships with diverse groups.
Fluent in English, both written and spoken.
Ability to respond quickly in a dynamic and changing environment.
Professional appearance and manner.
Ability to co-ordinate and organize meetings, exhibits and other events.
Love for animals!
Overtime and weekend work as required.

To apply for this job please visit www.glassdoor.ca.