Pet Nutritional Customer Service Representative

About Us We are a growing, independently owned pet food manufacturing company focused on one simple mission: helping pets live longer, healthier lives through real food. Eye Communications is the parent company behind multiple pet health brands, including Herbsmith, The Simple Food Project, Wisconsin Freeze Dried, Smiling Dog Treats, Sassy Cat Treats, and Medicus Veterinary Diets. Across these brands, we develop supplements, freeze-dried foods, and veterinary diets focused on real ingredients, quality manufacturing, and better outcomes for pets. We manufacture our products ourselves and are deeply involved in every step of the process—from sourcing and production to packaging and fulfillment. Quality, accuracy, and accountability matter in everything we do. Our environment is hands-on and collaborative. We are not a corporate, siloed team. People work across departments, communicate directly, and take ownership of their responsibilities. As we continue to grow, we are focused on building stronger systems, improving processes, and developing a team that can scale with the business. We are looking for someone who wants more than just a job — someone who wants to build something meaningful and grow with it. This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without sponsorship. We are looking for people who are detail-oriented, proactive, and want to be part of a team that is actively building and improving—not just maintaining the status quo. The Role We're looking for an individual who will be the bridge between our customers and our internal team. This role goes beyond answering emails and phones. You will play a key part in making sure orders are accurate, customers are taken care of, and communication flows smoothly between customer service, shipping, production, purchasing, and marketing. If something goes wrong with an order, you help solve it. If a customer needs help, you take care of them. If a team needs information to ship correctly, you help connect the dots. This is an in-person, communicative role where attention to detail and communication matter just as much as kindness and empathy. What You'll Do Answer customer calls, emails, and live chat in a timely and professional manner Help customers place orders, make edits, and manage subscriptions/autoships Resolve issues related to orders, shipping, returns, and product questions Work closely with shipping and production teams to ensure orders go out accurately and on time Communicate with purchasing and inventory when items are low or backordered Partner with marketing and sales to stay aligned on promotions, messaging, and customer communication Track and follow up on customer issues to ensure nothing falls through the cracks Enter and maintain accurate data within our systems Identify recurring problems and help suggest process improvements Who You Are You genuinely care about people and animals You are detail-oriented and notice when something is off You communicate clearly, kindly, and confidently You are organized and able to manage multiple tasks at once You enjoy working with a team and being part of a bigger process You are comfortable learning systems and adapting in a fast-moving environment Skills & Experience Strong verbal and written communication skills Strong ability to emotionally regulate in real-time Customer service experience preferred (but not required) Comfortable using computers and learning new systems Ability to problem-solve and think critically Interest in pet health, nutrition, or the pet industry is a big plus Position Details Full-time (40 hours per week) In-person at our Hartland location Entry-level with growth potential

Job Type:

Full-time Benefits:

Dental insurance On-the-job training Paid time off

Shift:

8 hour shift Application Question(s): We most frequently use Freshdesk, Freshcaller, WordPress, Woocommerce, Shopify, Stripe, and Google Docs/Sheets. Which of these do you have knowledge or experience with? Tell us about a time you overcame a difficult situation with a customer. How did you stay calm, solution-focused, and resilient? Have you worked in a office or call center setting answering calls, emails, and live chat? If so, what was your standard call or ticket volume per day? Before applying, please make sure this setup works for you. This is an in-person role at our facility in Hartland, WI. We want to be upfront about a few important things.

• Hours are Monday-Friday, 8:00 AM to 4:30 PM (30-minute lunch)
• Remote work isn't an option — we're fully in-person
• We don't currently offer health insurance Does this work for you? Please reply with one of the below.
• Yes, this works for me
• No, this isn't a good fit What hourly rate are you seeking?

(We do not accept statements like "negotiable", "open for discussion", etc.) Will you be able to reliably commute to Hartland, WI 53029 for this job? We have multiple dogs in the office. If you have allergies, are afraid of dogs, or find barking annoying, this will not be a good fit. Do you enjoy working with dogs around? What part of your work are you most particular about or take the most pride in?

Work Location:

In person