DTC & Digital Channels Specialist - Freshpet : Job Details

Job Summary At Freshpet, our mission is simple: to improve the lives of dogs and cats through real, fresh food made with love. We're passionate pet lovers dedicated to making a real difference-and that passion extends to how we support our pet parents. We are looking for a DTC (Direct-to-Consumer) & Digital Channels Specialist to join our growing Consumer Care Team. This hybrid role combines expertise in DTC operations and social media engagement to deliver best-in-class service across both traditional and digital platforms. You'll serve as a key liaison between Freshpet and our pet parent community-resolving issues, gathering insights, and championing improvements across DTC and social channels. Ideal Candidates Will Have:

• Passion for Consumers: Thrive in a dynamic environment and contribute to our mission of delivering best-in-class customer service by leveraging consumer feedback to drive meaningful improvements.
• Digital Savvy: Monitor and engage with consumers across all Freshpet social media platforms and consumer review sites.
• Exceptional Communication Skills: Exhibit excellent written and verbal communication skills. Ensure data accuracy and maintain strong relationships with internal and external stakeholders. Embrace feedback and collaborate effectively across diverse teams. Communicate with urgency, clarity, and professionalism to a variety of audiences, including senior management and consumers.
• Technical Proficiency: Navigate multiple online systems seamlessly while managing consumer interactions. Demonstrate experience with DTC order and account management, eCommerce platforms, subscription management systems, and contact center technology. Familiarity with live chatbots and database management is essential. Help maintain a comprehensive knowledge base and create and update learning material.
• DTC Expertise: Understand the consumer mindset in a DTC environment, including order and account management, and collaborate effectively with operational and last-mile teams. Assist consumers in managing their subscriptions, accounts, and order preferences.
• Proactive Prowess and Problem-Solving Skills: Anticipate consumer needs, identify potential issues, and proactively implement solutions.
• Passion for Pets: Advocate for pet parents by understanding their needs and preferences, ensuring they are supported with the products and services they love.

What You Will Do:Consumer Support and Issue Resolution

• Serve as one of the primary points of contact for escalated consumer inquiries and complaints across all DTC channels, including social and review sites.
• Provide personalized, empathetic, and professional support to address consumer concerns promptly and effectively.
• Maintain accurate records of interactions within a CRM system and analyze trends to recommend proactive improvements.
• Collaborate with cross-functional teams to resolve issues and enhance the consumer experience.

Cross-Functional Collaboration & Process Enhancement

• Partner with teams across QA, R&D, Sales, Marketing, and Operations to resolve issues and implement customer-centric improvements.
• Provide actionable feedback to internal teams based on recurring consumer trends and feedback.
• Digitally savvy and socially fluent.

Social Media & Digital Engagement

• Utilize tools such as Emplifi, Trustpilot, and Bazaarvoice to manage and respond to consumer feedback, reviews, and social posts.
• Identify and report product issues, sentiment trends, and potential opportunities through social listening insights.

Collaboration and Process Improvement

• Partner with the DTC team to improve the overall consumer journey.
• Provide actionable insights and feedback from consumer interactions to support product development, user experience, and marketing strategies.
• Assist in creating and maintaining training materials and a comprehensive DTC knowledge database.

Order and Subscription Management

• Oversee subscription services, ensuring accurate and timely processing of consumer orders.
• Address subscription-related inquiries and provide solutions efficiently and effectively.
• Monitor subscription metrics, report performance trends, and recommend enhancements for continuous improvement.
• Support pet parents in managing their preferences and account information.

Technical Troubleshooting

• Leverage technical skills to address and resolve consumer issues related to products, services, and digital platforms.

Work Environment

• High-paced, dynamic team environment.
• Collaboration across multiple departments and external partners.

Minimum Job Requirements:

• Education: Bachelor's degree or 3-5 years of experience in a customer service role, preferably within a contact center or DTC environment.

If you are passionate about pets, excel in a fast-paced environment, and possess the skills to thrive in this role, we encourage you to apply and join our mission to make a difference in the lives of pets and their families.