Consumer Product Support Representative

Consumer Product Support Representative

Rolf C. Hagen Inc. is the world's largest privately-owned, multi-national pet products manufacturer and distributor.

We are looking for a Consumer Product Support Representative to add to our growing department and provide best-in-class service to our customers. You will be required to answer questions and troubleshoot our extensive line of pet products via phone and email in a timely and professional manner. Additionally, you will track shipments and handle ordering/shipping issues for the growing B2C side of our business.

Job Overview

Our preferred candidate is someone with a passion for pets, is self-motivated and has excellent verbal and written skills. Call center and remote working experience is essential for this position. The person in this role will be in a critical position at our company as they will have direct contact with our customers while they assist them in resolving technical issues, as well as guide them in the use of our products in multiple categories of Aquatic, Bird, Reptile, Small Animal, Dog, Cat and Pond.

Responsibilities and Duties

• Answer incoming phone calls and emails and respond promptly

• Provide technical Product Support via phone or email

• Handle warranty replacements

• Handle inquiries regarding order status, shortages and various shipping issues

• Detailed electronic logging of data for analysis via Salesforce

Minimum Qualifications Required

• High School Degree or equivalent

• Experience with call center work, technical troubleshooting and remote working

• Excellent communication skills, both written and verbal

• Excellent people skills, especially when dealing with difficult customers and stressful situations

• Proficient in Microsoft Teams, Excel, Word and Outlook.