Digital Consumer Care Specialist

Who We Are

At Freshpet, our goal is to change the way people nourish their pets forever. We strive to strengthen the bond between people and our pets so that we both live longer, healthier, and happier lives while being kind to the planet. We believe that if we can create fresh, real foods that pets love and help them live healthier lives, that their pet parents will also enjoy the many benefits of a rich life shared with a pet.

IT’S AMAZING WHAT CAN HAPPEN WHEN YOU START COMPLETELY FRESH!

At Freshpet, our goal is to make the lives of dogs and cats everywhere better by making real food for pets with the freshest ingredients. We’re passionate about what we do because we’re pet lovers, and because we believe that as a team, we are making a real difference in pets’ lives. The Freshpet Consumer Care Team is looking for a creative and energetic Consumer Digital Channels Specialist to dig in and get their paws wet by becoming our Voice of the Social Consumer.

Your ability to work in a fast‑paced team environment along with solid attention to detail, helpful can‑do attitude, creative problem solving, and excellent customer service skills will ensure your success in this critical position. A love for pets! You are the advocate for our Pet Parents 100% of the time. We will rely on you to know our Pet Parents inside and out so we may better serve them with the products they love.

A love for communications! Excellent written and verbal skills are a must! Responsible for Consumer monitoring and engagement of our Pet Parent’s social posts through all Freshpet consumer channels, with a strong focus on consumer engagement with Freshpet’s digital, social, and product review portals. A knack for online systems! Must have the ability to jump between platforms without losing focus.

Experience with the Emplifi Social Engagement Tool would be a plus, along with the Bazaarvoice Connections Portal.

• Monitor and engage on Freshpet’s Social channels, which include, but are not limited to, Twitter, Facebook, Instagram, Tik Tok, You Tube, and Pinterest.
• Resolve Consumer issues via the open Freshpet Consumer Care channels of Email and Live Chat.
• Report emerging product issues that could negatively impact Freshpet’s Business or Operations.
• Highlight new product opportunities, if any, through social listening of what consumers are mentioning in Emplifi Social and Social Marketing Cloud.
• Responsible for daily consumer case management & database maintenance in Emplifi Social and Social Marketing Cloud.
• Addressing consumer inquiries, product questions, consumer complaints in the social and digital space.
• Responsible for engaging with our Pet Parents by responding to Reviews and capturing the commonality of reviews from Review and Consumer Complaints Sites.
• Become the Champion for the Voice of the Social Consumer.
• Other projects related to Consumer Care, as assigned by Consumer Care Director.
• Hybrid- 3 days in office.

• Must have 3-5 years’ experience in a customer service role or related experience.
• Requires excellent written, analytical, and verbal communications.
• Must possess excellent computer skills, along with a working knowledge of MS Word, MS Excel, MS PowerPoint, and database programs.
• Must be highly organized, thorough, with an attention to detail.
• Must be able to interact and communicate with a wide and diverse scope of audiences, ranging from internal senior level managers, line managers, as well as the varied array of personalities of the public.
• A strong focus with social media consumer engagement, networking, and internet savvy.
• Must be a quick study, exhibit flexibility as priorities can and will frequently change throughout the day based on consumer demand.
• Liaise with key stakeholders within Quality, R&D, Sales, and Marketing Teams.
• Must be punctual and possess a strong work ethic with a sense of urgency.
• Must be confident and work independently with minimal supervision but accepting of direction when needed.
• Must develop effective internal and external business relationships.
• Demonstrate a team‑building attitude, be cooperative, and convey a willingness to listen to…