Customer Service Representative

Customer Service Representative

Location: 2577 AR-59, Decatur, AR
Job Type: Full-Time, On-Site
Department: Customer Service
Reports To: To Be Confirmed
Classification: Hourly, Non-Exempt
Schedule: Standard business hours; occasional evenings or weekends based on business needs

About United Petfood

United Petfood is a private label producer of high-quality dry & wet pet food, biscuits and snacks. We are a Belgian family business with 25 high-tech pet kitchens in Europe and the US.

Joining us, means joining an international, passionate and driven team with one common goal: a healthy planet filled with healthy pets! But it doesn’t stop there: we truly care about building encouraging, supportive, long-lasting partnerships, both inside as well as outside of our fast-growing family company. By only working with the very best ingredients and most innovative technology available, we ensure a spot in which you can grow, bloom and make thousands of pets happy worldwide!

Position Summary

The Customer Service Representative is responsible for providing professional, timely, and accurate customer support while maintaining positive relationships with United Petfood's customers. This position serves as a primary point of contact for customer inquiries, order-related questions, product information, and service concerns.

The Customer Service Representative supports customer order management, problem resolution, and shipment-related communication while working closely with Production, Planning, Warehouse, Logistics, Food Safety & Quality Assurance (FSQA), and other departments to ensure customer needs are addressed efficiently.

The ideal candidate is highly organized, detail-oriented, and customer-focused, with strong communication and problem-solving skills. A general understanding of pet food manufacturing, product specifications, and quality standards is beneficial for effectively communicating with customers and supporting the overall customer experience.

Duties & Responsibilities

Customer Interaction & Relationship Management

• Serve as a primary point of contact for customer inquiries, requests, and service-related concerns.
• Respond promptly and professionally to customer communications through phone, email, live chat, social media, and other established communication channels.
• Build and maintain positive customer relationships through effective communication, timely follow-up, and consistent service.
• Provide accurate information regarding products, customer orders, availability, and delivery expectations.
• Maintain professionalism and a customer-focused approach when handling complaints, service concerns, or challenging situations.
• Follow up on outstanding customer requests to ensure timely responses and appropriate resolution.
• Identify opportunities to improve customer satisfaction and strengthen customer relationships.

Problem Resolution & Customer Support

• Identify, investigate, and resolve customer issues efficiently and effectively.
• Gather information from appropriate internal departments to address customer concerns accurately.
• Escalate complex or unresolved issues to appropriate departments or leadership when necessary.
• Coordinate with FSQA personnel when customer concerns involve product specifications, quality, or food safety.
• Work with Production, Planning, Warehouse, and Logistics to resolve order discrepancies, shipment concerns, and other service-related issues.
• Maintain communication with customers throughout the resolution process.
• Document customer concerns, actions taken, and final resolutions in established company systems.

Product Knowledge & Customer Communication

• Develop and maintain a working understanding of United Petfood's products, manufacturing processes, and customer service expectations.
• Become familiar with product specifications, packaging requirements, and common customer terminology.
• Maintain a general understanding of pet food manufacturing processes, quality control standards, and relevant industry requirements.
• Provide accurate product information and support to customers based on approved company information.
• Recognize questions requiring technical, regulatory, or product quality expertise and coordinate with the appropriate personnel.
• Participate in training and development opportunities to strengthen product knowledge and customer service capabilities.

Order Management & Customer Coordination

• Assist customers with order placement, order tracking, changes, cancellations, and returns in accordance with established company procedures.
• Review and communicate customer order details, including product information, quantities, requested delivery dates, and special requirements.
• Support accurate and timely order processing by coordinating with the departments responsible for order entry, production planning, and fulfillment.
• Monitor customer order inquiries and follow up with appropriate personnel regarding order status and outstanding requests.
• Communicate order confirmations, updates, delays, and changes to customers as appropriate.
• Assist with identifying and resolving order discrepancies, shortages, and customer concerns.
• Maintain accurate order-related records and documentation within designated systems.
• Support order entry and processing activities as assigned and trained.

Import/Export Documentation & Shipping Support

• Prepare, review, and maintain import and export documentation as assigned, including bills of lading, commercial invoices, customs declarations, and related shipping records.
• Support compliance with established international trade procedures and applicable customs documentation requirements.
• Coordinate with freight forwarders, customs brokers, transportation providers, and internal departments to facilitate timely shipments.
• Communicate shipment status, delivery expectations, and transportation-related updates to customers.
• Assist with obtaining and organizing shipping documentation required for customer orders.
• Work with Warehouse and Logistics personnel to address shipping discrepancies, delivery delays, or documentation concerns.
• Escalate complex customs, regulatory, or transportation issues to the appropriate personnel.
• Maintain accurate records of shipping-related communications and documentation.

Documentation & Recordkeeping

• Record customer interactions, transactions, inquiries, complaints, and resolutions in the designated customer service database or company systems.
• Maintain detailed and accurate records of customer communications and order-related information.
• Ensure customer records and documentation are complete, organized, and updated in a timely manner.
• Prepare routine reports, customer communication summaries, and other documentation as assigned.
• Maintain confidentiality and accuracy when handling customer and business information.

Customer Feedback & Continuous Improvement

• Gather customer feedback regarding products, services, order fulfillment, and overall customer experience.
• Communicate recurring customer concerns, service issues, and improvement opportunities to appropriate leadership.
• Assist with identifying process improvements that enhance customer satisfaction, communication, and response times.
• Participate in departmental meetings, training, and continuous improvement initiatives.
• Support implementation of improved customer service procedures and communication practices.

Team Collaboration

• Work closely with Production, Planning, Warehouse, Logistics, FSQA, Sales, and other departments to ensure a seamless customer experience.
• Communicate customer needs, order-related concerns, and service expectations to appropriate internal stakeholders.
• Coordinate with team members to ensure consistent and accurate information is provided to customers.
• Support cross-functional problem-solving and timely resolution of customer requests.
• Maintain effective working relationships with employees, supervisors, and management.

Policy Adherence & Professional Standards

• Follow established company policies, procedures, and customer service standards.
• Adhere to applicable data privacy, confidentiality, and information security requirements.
• Maintain accurate and professional communication with customers and internal personnel.
• Handle customer information and company records in accordance with established procedures.
• Perform other related duties as assigned.

Required Qualifications

• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Strong customer service orientation and commitment to providing professional, responsive support.
• Strong interpersonal skills with the ability to build and maintain positive working relationships.
• Ability to professionally handle customer concerns, complaints, and challenging situations.
• Strong organizational skills and attention to detail.
• Ability to multitask, prioritize responsibilities, and manage time effectively.
• Strong problem-solving skills and ability to recognize when issues require escalation.
• Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to learn and use customer service, order management, and other company information systems.
• Ability to accurately document customer communications and maintain organized records.
• Ability to work independently and collaboratively with internal departments.
• Ability to maintain confidentiality and handle customer information professionally.

Preferred Qualifications

• Associate's or bachelor's degree in Business Administration, Communications, Supply Chain Management, or a related field.
• Previous customer service experience, particularly in a manufacturing, distribution, or business-to-business environment.
• Experience supporting customer accounts, order inquiries, or customer relationship management.
• Familiarity with Enterprise Resource Planning (ERP) or customer relationship management (CRM) systems.
• Previous experience or internship in the feed, pet food, food, beverage, or consumer packaged goods industry.
• General knowledge of pet food manufacturing processes, product specifications, and quality control standards.
• Understanding of regulatory requirements related to pet food and animal feed.
• Familiarity with pet food formulation software or terminology.
• Knowledge of production scheduling, inventory management, and order fulfillment processes.
• Experience with import/export documentation, customs requirements, freight coordination, or shipping logistics.
• Experience communicating with customers regarding product quality concerns, shipment issues, or order discrepancies.
• Strong interest in ongoing learning and professional development within the pet food manufacturing industry.

Knowledge, Skills & Abilities

• Strong customer service and relationship-building skills.
• Ability to communicate clearly, professionally, and effectively with customers and internal departments.
• Strong listening skills and ability to understand customer needs and concerns.
• Ability to gather accurate information from multiple sources and communicate it effectively.
• Strong attention to detail and accuracy in customer communications and documentation.
• Ability to organize and prioritize multiple requests while maintaining timely follow-up.
• Effective problem-solving skills and sound judgment when escalating customer concerns.
• Ability to remain professional and composed in challenging situations.
• Ability to learn product information, manufacturing terminology, and company procedures.
• Strong teamwork and collaboration skills.
• Ability to adapt to changing customer needs and operational priorities.
• Commitment to customer satisfaction, continuous improvement, and professional service.

Workplace Safety

• Follow all company safety policies, procedures, and applicable regulatory requirements.
• Participate in required safety training and use appropriate personal protective equipment when entering designated manufacturing or warehouse areas.
• Follow established visitor, pedestrian, and facility safety procedures.
• Immediately report unsafe conditions, near misses, injuries, and other workplace safety concerns.
• Maintain a clean, safe, and organized work environment.

Quality & Food Safety

• Follow applicable Good Manufacturing Practices (GMPs), sanitation procedures, and food safety requirements when entering production or warehouse areas.
• Communicate customer product quality concerns promptly to Food Safety & Quality Assurance personnel.
• Ensure product-related information communicated to customers is accurate and consistent with approved specifications and company procedures.
• Support accurate documentation and traceability of customer orders and related communications.
• Participate in required food safety and quality training.
• Follow applicable food safety management system requirements and established company procedures.

Work Environment & Physical Requirements

• Work is primarily performed in an office environment within an active manufacturing facility.
• Regular use of computers, telephones, and electronic communication systems.
• Extended periods of sitting, typing, and computer-based work may be required.
• Occasional walking through warehouse or manufacturing areas may be necessary for coordination and operational support.
• Potential exposure to manufacturing noise, dust, and varying temperatures when entering operational areas.
• Must be able to wear required personal protective equipment when entering designated manufacturing or warehouse areas.
• Occasional evenings, weekends, overtime, or schedule adjustments may be required based on operational needs.

Why Join Us?

At United Petfood, we believe in investing in our employees and providing opportunities for growth and development. As our Customer Service Representative, you will play an important role in supporting customer relationships, ensuring accurate communication, and coordinating customer needs with our manufacturing operations.

This position offers the opportunity to develop skills in customer service, order management, and manufacturing operations while working with a collaborative team in a growing international manufacturing organization.

We offer competitive pay, benefits, and a supportive work environment where your contributions are valued.

Equal Opportunity Employer: United Petfood Producers USA Inc. is an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees.