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

Position Summary: We have an immediate opening at our Tewksbury Headquarters for a Customer Experience Representative to join our Team.  Reporting to the Senior Manager of Customer Experience, you will be responsible for researching and resolving customer issues and needs and working closely 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):

  • Participate in the set-up of new accounts and keeping pace with 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 accuracy; notify customer and sales representatives 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
  • Audit customer sales orders to ensure pricing and quantities are correct and send sales order confirmations to customer contacts and WellPet sales representatives post-audit.  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 product shortages, using good judgment and sound knowledge to communicate clearly and professionally the reasons for the 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, address/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 and managing sales orders
  • Review customer scorecards monthly and provide valuable input and feedback for operational improvements/effectiveness
  • Achievement will be measured by customer 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’s 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
  • Proven self-starter who can 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 a positive attitude and takes a proactive approach
  • Displays grace and presence at all times
  • Energized by a fast-paced environment
  • Great relationship management abilities


 To apply click here!


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.

<< Back to Careers