Customer Service Representative

Three Dog Bakery, is a privately-held, Kansas City-based company that was founded in 1989 as the first bakery for dogs with one mission: to fresh-bake, from scratch, the world’s best all-natural dog treats that pet parents feel good about sharing with their pets. TDB remains firmly committed to making all-natural, Made in the USA treats for happier, healthier dogs. Through the years, TDB’s business has expanded in the US, Canada, and Asia across four diverse consumer distribution channels including:

• Wholesale – national/regional grocery, pharmacy, and mass retailers
• Independent pet – national/regional pet product retailers
• Bakery network – national/international TDB-branded retail bakeries
• Direct-to-consumer – internet-based consumer storefront
  

At Three Dog Bakery, we go all in to produce safe, high-quality, premium pet treats. We make our treats using carefully selected simple, wholesome ingredients without artificial preservatives, flavors, or dyes. Three Dog Bakery treats are made with love in the U.S.A. in compliance with Global Food Safety Initiative (GFSI) requirements. Our employees are committed to creating innovative, safe, and high-quality products that meet the needs of our four-legged customers and their parents.

• Food/ Drug and Mass – national/regional grocery, pharmacy, and mass retailers
• Independent pet – national/regional pet product retailers
• Bakery network – national/international TDB-branded retail bakeries

Three Dog Bakery is hiring a Full-time Franchisee Customer Service Representative to serve as a customer resource by delivering efficient, caring, and timely information to pet owners and lovers.

• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Process orders, forms, applications, and requests.
• Respond promptly to customer inquiries.
• Communicate with customers through various channels (email, phone, weekly newsletter).
• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Keep records of customer interactions, transactions, comments, and complaints; assist with data entry across teams to ensure timely, accurate availability of sales, customer, and product information.
• Provide feedback on the efficiency of the customer service process and suggest process improvements.
• Ensure customer satisfaction and provide professional customer support.
• Maintain various records and generate reports for management, including monthly variance reports and short reports for network inputs.
• Engage with product development, marketing, and operations teams to maintain strong knowledge of Three Dog Bakery products, services, and capabilities to ensure customer satisfaction.
• Coordinate monthly meeting with production and the Bakery Team including KPI’s, quality control, and shipping concerns into budget forecast and identify necessary change.
• Communicate and coordinate with colleagues as necessary, including a weekly update to the Bakery Team on shorts, quality control issues, forecasting, and shipping.
• Coordinatee sampling and pilot launches to franchise network.
• Coordinate with, and support, the key decision maker on shipping, freight, and inventory solutions for franchisees.
• Work periodically at our corporately owned retail stores to assist with staffing and gain insight on retail operations.

• High school diploma, general education degree or equivalent
• Comfortable using computers, preferably using an ERP such as Sage, MAS90, Great Plains, Dynamics, SAP, or Oracle
• Proficient in Microsoft Office products, particularly Excel
• Experience working with customer support
• 1 -2 years expereince in order processing and order management.
• Reliable transportation
• Enthusiasm for exceeding customer expectations and passion for our canine companions!

Work Requirements/Environment:

• Three Dog Bakery observes a hybrid schedule with In-Office Days (Tuesday-Thursday) and Work From Home Days (Monday and Friday).
• This position is Full-Time, Non-Exempt working Monday-Friday.
• Travel to retail locations should be expected.

OMNI and our clients are Equal Opportunity Employers and seek diversity in candidates for employment. EEO Employer W/M/Vet/Disabled/Sexual Orientation/Gender Identity.