Pet Owner Experience Nutritional Advisor
At the heart of our business is a customer-first approach. The Pet Owner Experience & Nutritional Advisor will ensure every interaction reflects the quality of our premium products and strengthens the bond we share with pet owners. This role combines exceptional service with nutritional expertise to deliver a seamless and personalized experience for our customers and their pets.
What are we looking for?
Minimum
High School Diploma
Experience in customer care
1+ year(s) experience working as a Direct to Consumer (D2C) Pet Owner Experience Nutritional Advisor
Experience in the veterinary and/or biological sciences and/or nutrition field(s) an asset
Fluent in French
Preferred
What will be your key responsibilities?
- Contact management and ability to deal with customer interactions on all channels building trust by taking ownerhship and accountability in every customer interaction
- Ability to de-escalate, resolve conflict and exude patience in all interactions.
- Identify roadblocks and escalate to the appropriate channels.
- Case management and follow through for one call resolution.
- Perform and meet individual and team KPIs.
- Utilize active listening skills, deal with ambiguity, and empathize with customers' needs and wants.
- Attend and participate in all relevant trainings and demonstrate retained knowledge of trainings
- Provide feedback on process improvements
- Provide outstanding service to pet owners, matching the premium quality of our products with a premium level of care.
- Support our North American Direct-to-Consumer program by managing subscriptions and auto-ship orders.
- Enhance the Pet Owner Journey through proactive communication, problem-solving, and personalized recommendations.
- Partner with internal teams to resolve issues quickly and ensure a positive customer experience.
What can you expect from Mars?
Work with diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
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