Customer Experience Representative - Tewksbury, MA << Back to Careers

Our home office Team, based in Tewksbury, Massachusetts, is a community of outstanding professionals who share in our love of animals, our passion for quality and our desire to make a real difference in the community we share with our pets.  From donating our time with community-focused partners across the United States, to sharing in ‘bring your dog to work days’ here at beautiful Ames Pond, we are more than just a group of colleagues. If you want to be part of a dynamic company with strong values and a commitment to strive for excellence in all we do, then come and join the WellPet team!


Position Summary: We have an immediate opening at our Tewksbury Headquarters for a Customer Experience Representative to join our Team.  Reporting to the Customer Experience Manager, you will be responsible for researching and resolving customer issues and needs, working closely with with internal cross functional teams, to serve our strategic customers. You will develop and maintain good working relationships with members of various internal teams, including Sales, Marketing, Regulatory, Finance, Purchasing and Distribution. 



Position Description (Responsibilities):

Key responsibilities include:

  • Participate in the set-up of new accounts and changes in customer requirements by understanding their compliance guidelines and working cross-functionally to enforce them.
  • Work with customers, sales, and planning teams to deliver customer forecasts and understand company and customer specific product launch dates. Process sales orders, prepare import/export documentation, as well as any necessary correspondence to fulfill customer needs and ensure superior customer satisfaction.
  • Verify pricing and purchase order quantities against system sales orders to ensure accuracies; notify  customer and sales representative when pricing does not match our system to prevent unauthorized deductions.
  • Make sound ship date decisions based on customer’s requested ship window, scheduled delivery appointments, 3PL workload, knowledge of carrier, mode of transportation, and transit lead times.
  • Work with all parties (Customer, 3rd party logistics partners, Freight Forwarder, etc.) to coordinate and confirm logistics while maintaining accurate information in the sales order at all times.
  • Send sales order confirmations to each account contact and WellPet sales representative after audit performed.  Audit customer sales orders to ensure pricing and quantities are correct;
  • Responsible for daily maintenance of all sales orders - canceling or closing line items on customer sales orders and maintaining ship date changes as necessary.
  • Advise customer regarding shortage of product, using good judgment and sound knowledge to communicate clearly and professionally reasons for delay and next available dates for production and shipping.
  • Assist Finance in the research of customer chargebacks, discrepancies, and deductions, using good discretion and knowledge of policies and procedures to resolve claims.
  • Process credits or debits pertaining to customer shipments that require action, working with internal and external teams to correct customer issues.
  • Lead and participate in regular meetings with customers to review operations, escalate issues, and solution key learnings for future.
  • Support the Sales team with information as needed, attending off-site sales and distributor meetings as necessary.
  • Participate in product training and key marketing initiatives in preparation for educating our customers.
  • Review customer scorecards monthly and provide valuable input and feedback for operational improvements/effectiveness.
  • Achievement will be measured by sales orders, fill-rates and on-time goals.
  • Provide support and assistance to other Customer Experience team members.
  • Live the WellPet Vision, Mission and Values and do whatever it takes for the pets who depend on us.


Position Requirements:

Bachelor Degree or related experience with a minimum of 3-5 years of customer service experience in a consumer products environment.  Your ability to work in a team environment, along with solid attention to detail, a can-do attitude, creative problem solving and excellent customer service skills, will ensure your success in this critical position.  Other key requirements include:

  • Strong computer capabilities using an automated order processing system and excellent skills in MS Word, Access and Excel
  • Proven time management and organizational skills along with a high sense of urgency and attention to detail
  • Self starter – able to work with minimal supervision
  • Excellent interpersonal, written and verbal communication skills
  • High energy; able to work well in a dynamic, fast-paced environment
  • Sees challenges as opportunities and translates them into actionable tasks
  • Demonstrates positive attitude and takes a proactive approach
  • Displays grace and presence at all times
  • Energized by fast-paced environment
  • Great relationship management abilities




To apply, please send your resume to and include “Customer Experience Representative” in the subject line.



WellPet LLC is proud to be an equal opportunity workplace. We celebrate diversity and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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