Customer Experience & Operations Coordinator

Freshpet Inc.; Bethlehem (Northampton County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Flexible Spending Accounts

401(k) with company match

Paid Parental Leave

Pet Insurance

Tuition Assistance

PTO

Job summary

Freshpet Inc. is seeking a Customer Service Coordinator to manage CRM cases, donations, and OS&D while delivering world-class service to customers and internal teams.

You will collaborate with the CS Manager to optimize KPIs, participate in SIOP, and drive process improvements across the supply chain. Ideal candidates have 5–7+ years in high-level customer service, with Salesforce and ERP experience, plus excellent communication and organizational skills.

Qualifications

• 5 - 7+ years’ experience and knowledge of White Glove Customer Service
• Skilled in communicating with both internal and external customers.
• Salesforce experience is a plus.
• D365 ERP experience is a plus.

Responsibilities

• Manage assigned CRM cases within the required KPIs.
• Own the Freshpet donation process from vetting rescues to arranging donations with logistics.
• Provide world-class customer service to internal and external customers.
• Manage OS&D process including claims disposition and root cause analysis for improvements.
• Collaborate with the customer service manager to set KPIs and processes.
• Develop new customer service strategies within the SIOP framework.
• Develop proactive communication processes for managing customers.
• Review fines and invoice deductions to identify root causes and prevent recurrence.
• Create monthly meetings with customers to review scorecards and feedback.
• Handle other daily customer service tasks as needed.

Skills

White Glove Customer Service

Communicating with customers

Salesforce

D365 ERP

Education

High School Education/GED

Tools

Salesforce

D365 ERP

Job description

Freshpet Inc. is seeking a Customer Service Coordinator to manage CRM cases, donations, and OS&D while delivering world-class service to customers and internal teams.

You will collaborate with the CS Manager to optimize KPIs, participate in SIOP, and drive process improvements across the supply chain. Ideal candidates have 5–7+ years in high-level customer service, with Salesforce and ERP experience, plus excellent communication and organizational skills.