Multichannel Customer Experience Pro

Pet Tech Labs; Idaho; On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Paid time off

Dental insurance

Vision insurance

Life insurance

Employee discounts

Professional development

Job summary

FoodScience is seeking a Customer Experience Specialist to support VetriScience customers and Sales. You’ll help ensure orders, questions, and account needs are handled accurately with ownership and empathy.

You'll connect with customers across phone, email, chat, and portals, entering orders, tracking shipments, and resolving issues in a fast-paced environment. Strong communication and problem-solving are essential.

Qualifications

• High school diploma or equivalent required; additional education or training is a plus.
• 3+ years of experience in customer service, order management, sales support, administrative support, or related environment preferred.
• Experience with ERP, order management, or similar business system; experience with Global/ Process Pro, Shopify is a plus.
• Working knowledge of Microsoft Word, Excel, and Outlook, and comfort with web-based business platforms and portals.
• Experience with CRM systems such as Salesforce is preferred.

Responsibilities

• Build positive, consultative relationships with customers across phone, email, chat, Teams, Salesforce, and other platforms.
• Respond to customer questions, resolve concerns, and coordinate with Quality, Shipping, Sales, Finance, and other teams for timely follow-through.
• Accurately enter and manage customer orders, monitor open orders, and address payment, shipping, or fulfillment issues for on-time delivery.
• Maintain accurate customer records and interaction history in Salesforce and portals.
• Support new customer onboarding in partnership with Sales Managers and Finance.
• Process credits, reimbursements, chargebacks, call tags, and other account-related requests.
• Support customer compliance requirements and coordinate with Sales on account follow-up and collections.
• Coordinate time-sensitive sample and trade show orders, track shipments, and communicate updates across teams.
• Manage and escalate adverse reaction and overdose documentation when required.
• Identify recurring issues and bring them forward to relevant teams.
• Help improve day-to-day processes and onboard new team members.

Skills

Customer service

Order management

Salesforce

CRM systems

Communication skills

Multi-tasking

Education

High school diploma or equivalent

Tools

Shopify

ERP systems

SharePoint

Microsoft Teams

Asana

Salesforce

Job description

FoodScience is seeking a Customer Experience Specialist to support VetriScience customers and Sales. You’ll help ensure orders, questions, and account needs are handled accurately with ownership and empathy.

You'll connect with customers across phone, email, chat, and portals, entering orders, tracking shipments, and resolving issues in a fast-paced environment. Strong communication and problem-solving are essential.