Customer Service Representative

Wynwood Dog Food Co.; Coral Gables (FL); On-site; USD 21,000 - 30,000; Full time

Job summary

Wynwood Dog Food Co. in South Florida is seeking a compassionate Customer Service Representative to assist customers with orders, deliveries, subscriptions, product questions, and issue resolution by phone and email.

The role requires strong communication, problem-solving, accurate documentation, and follow-through, with a patient, empathetic approach when helping clients whose dogs have serious or chronic health conditions.

Qualifications

• Previous customer service experience required; pet, veterinary, food, retail, or e-commerce experience is a plus.
• Strong written and verbal communication skills with professional phone and email etiquette.
• Patient, empathetic, and calm when handling difficult customer concerns.

Responsibilities

• Respond to inbound calls and emails with professionalism, accuracy, and empathy
• Assist customers with orders, subscriptions, deliveries, account updates, and product questions
• Make outbound calls and provide follow-up as needed
• Resolve shipping and order issues, including delays, damages, refunds, replacements, and cancellations
• Develop strong product knowledge to clearly explain products, policies, feeding information, and storage guidelines
• Document customer interactions and maintain accurate account records
• Escalate medical, nutritional, food-safety, and product-quality concerns appropriately
• Collaborate with internal teams to ensure timely resolution and a positive customer experience
• Support additional customer service and administrative responsibilities as needed

Skills

Customer service experience

Communication skills

Empathy

Organization

Problem-solving

Multitasking

Shopify

Aircall

Tools

Shopify

Aircall

Job description

Wynwood Dog Food Co. has grown from humble beginnings into a leading provider of fresh, veterinarian-formulated therapeutic diets trusted by veterinary professionals nationwide. As innovators in the pet nutrition industry, we are committed to improving pet health through science-backed, fresh food solutions. We offer opportunities for professional growth and the chance to make a meaningful impact on the future of pet health.

About the Role

Wynwood Dog Food Co. is seeking a compassionate, detail-oriented Customer Service Representative to assist customers with orders, deliveries, subscriptions, product questions, and issue resolution through phone and email.

This role requires strong communication, problem-solving, accurate documentation, and consistent follow-through. The ideal candidate will approach every interaction with patience, empathy, and professionalism, particularly when assisting customers caring for dogs with serious or chronic health conditions.

Responsibilities & Key Functions

• Respond to inbound calls and emails with professionalism, accuracy, and empathy
• Assist customers with orders, subscriptions, deliveries, account updates, and product questions
• Make outbound calls and provide follow-up as needed
• Resolve shipping and order issues, including delays, damages, refunds, replacements, and cancellations
• Develop strong product knowledge to clearly explain products, policies, feeding information, and storage guidelines
• Document customer interactions and maintain accurate account records
• Escalate medical, nutritional, food-safety, and product-quality concerns appropriately
• Collaborate with internal teams to ensure timely resolution and a positive customer experience
• Support additional customer service and administrative responsibilities as needed

Qualifications

• Previous customer service experience required; pet, veterinary, food, retail, or e-commerce experience is a plus
• Strong written and verbal communication skills with professional phone and email etiquette
• Patient, empathetic, and calm when handling difficult customer concerns
• Organized, detail-oriented, and able to manage multiple priorities
• Proactive problem-solver who works independently and takes ownership
• Comfortable using phone, email, e-commerce, and customer support systems; Shopify and Aircall experience is a plus
• Collaborative, dependable, and passionate about dogs and pet health

Job Type: Full-time

Schedule: Monday through Friday, 9:00 a.m. to 5:00 p.m., with occasional weekend availability based on business needs.

Work Location: In person at 7291 SW 57th Avenue, South Miami, FL 33143, with the potential for remote work in the future based on business needs.

Additional Information

• Fast-paced, collaborative work environment
• Regular communication with customers caring for dogs with serious or chronic health conditions
• This position involves extended periods of computer and telephone use
• Opportunities for professional development and growth within the company