About Company
Pet Supermarket is a leading specialty retailer of pet food, supplies, and services. With a passion for pets and a commitment to their well-being, we’ve been serving pet parents across the Southeastern United States for over 40 years. Our mission is to provide the best products, expert advice, and exceptional customer service to help pet families thrive. As we continue to expand our digital presence, our e-commerce platform is becoming an increasingly vital channel for connecting with our customers, offering convenience and a vast selection of pet essentials right to their doorsteps. Join a team where your love for animals can make a real difference in the lives of pets and their owners.
Job Description
Are you a compassionate problem-solver with a passion for pets and technology? Pet Supermarket is seeking a dedicated and enthusiastic Remote E-commerce Support Specialist to join our growing online team. This is a unique opportunity to work from the comfort of your home, providing crucial support to our valued e-commerce customers. In this role, you will be the friendly voice and helpful guide for pet parents navigating our online store, placing orders, and seeking assistance with our wide range of products. You will be instrumental in ensuring a seamless and positive shopping experience, resolving inquiries efficiently, and upholding Pet Supermarket’s reputation for outstanding customer service. If you possess excellent communication skills, a knack for detail, and thrive in a fast-paced, remote environment, we encourage you to apply and help us deliver joy to pets and their families across the nation. This position requires a strong internet connection and a dedicated workspace.
Key Responsibilities
- Respond to customer inquiries via email, chat, and phone regarding orders, products, shipping, and returns in a timely and professional manner.
- Assist customers with navigating the e-commerce website, placing orders, managing accounts, and troubleshooting technical issues.
- Provide accurate information about Pet Supermarket products, promotions, and services.
- Investigate and resolve customer complaints and issues, escalating complex problems to the appropriate internal teams when necessary.
- Process returns, exchanges, and refunds in accordance with company policies.
- Document all customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal departments, including fulfillment and logistics, to ensure smooth order processing and delivery.
- Identify trends in customer feedback to suggest improvements to our e-commerce platform and customer service processes.
- Maintain a high level of product knowledge and stay updated on new arrivals and promotions.
Required Skills
- Minimum of 6 months experience in customer service, retail, or a call center environment.
- Excellent written and verbal communication skills with a friendly and empathetic demeanor.
- Strong problem-solving abilities and attention to detail.
- Proficiency with computers and comfortable learning new software and e-commerce platforms.
- Ability to work independently and manage time effectively in a remote setting.
- High-speed internet access and a quiet, dedicated home workspace.
- Flexibility to work occasional evenings or weekends as needed.
Preferred Qualifications
- Previous experience in e-commerce customer support.
- Familiarity with pet products and the pet care industry.
- Experience with CRM software (e.g., Salesforce, Zendesk).
- Multilingual abilities (e.g., Spanish, Haitian Creole) are a plus.
Perks & Benefits
- Competitive hourly pay with opportunities for growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off and holiday pay.
- Generous employee discount on pet food and supplies.
- 401(k) retirement plan with company match.
- Flexible work schedule in a supportive remote environment.
- Opportunity to work with a passionate team dedicated to pet well-being.
How to Apply
Ready to help pet parents across the nation? Click the application link below to submit your resume and cover letter. Tell us why you’re the perfect fit for this remote E-commerce Support Specialist role and how your passion for pets aligns with Pet Supermarket’s mission. We look forward to hearing from you!