Pet360 - Company Overview

Pet360 Inc. is the largest and fastest growing integrated media & ecommerce company dedicated to the U.S. consumer pet industry. We are headquartered in the Philadelphia area with offices in NYC, Miami, Colorado and Louisville and have distribution centers on both coasts.  We are redefining the pet parenting experience by providing pet owners easy access to the tools and resources they need – trusted information from a team of experts, connections to other pet parents, and convenient online ordering solutions for pet food, meds and supplies.

As the company continues to grow, we’re looking to expand the Pet360 Pack by adding talented individuals who enjoy an innovative, fast-paced and entrepreneurial environment where change is encouraged and your impact is instantly visible. The company is backed by leading private equity and venture capital firms and is well capitalized to continue our exceptional growth.

The Pet360 family of brands includes Pet360.com – a highly personalized website dedicated to simplifying pet parenting, petMD.com – the world’s leading online resource for pet health information, PetFoodDirect.com – the most complete pet food and supply retailer online, and Pet360 Media – the leading digital media network for advertisers, publishers and bloggers looking to target pet parent households. Today, our network reaches more than 12 million pet parents each month!

Customer Service Supervisor

Customer Service Team Supervisor is responsible for overseeing a team of leads.  In this role you will ensure extraordinary service and compassion by effectively leading a team of Customer Service Representatives responsible for assisting customers with orders and service related calls. 

Primary Responsibilities:

Act as point of contact for team leads to provide support for customer issues; handle escalated calls when required.  This person will be the point person in the absence of a manager or during off hours support.

• Coach and develop team members in company policy, procedures and quality initiatives
• Participate in recruiting, new hire training and policy documentation
• Oversee call volume and ensure that call handling needs are being met
• Communicate procedural updates and policy changes to the teams in a timely manner
• Participate in annual performance reviews for service team leads and representatives
• Proactively update Service Management of customer feedback, suggested policy/procedural improvements,   as well as potential employee relations issues

Minimum Requirements:

• Minimum 3-5 years experience in service environment, ecommerce experience a plus.
• Minimum 3-5 years experience managing/supervising hourly employees.
• Must have strong oral and written communication skills.
• Demonstrated ability to handle challenging customers in a professional manner and own issues to resolution.
• Ability to quickly adapt in a dynamic work environment and make independent decisions.
• Must be a team player and possess the ability to foster and maintain a positive team dynamic.
• Must have strong computer skills and the ability to multi-task in a fast-paced environment.

• Must be reliable and able to work overtime/holidays as needed.
• Ability to be flexible, work evenings and weekends.