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Job Opportunities at Planet Dog



Customer Service Specialist

Job Objective

As a Customer Service Specialist the number one priority is to provide consistent, high quality service to all retail and wholesale customers in an efficient, timely and professional manner that represent Planet Dog’s philosophy and values. Daily activities range from fielding customer phone calls, emails, taking orders and solving problems. All customer service communication and activity is centered toward developing and maintaining positive, long lasting relationships with customers and ensuring that our 100% satisfaction guarantee is honored. The Specialist works in a team environment and is the primary contact between customers and all other departments. The Customer Service Specialist will be responsible for the following functions but are not limited to those listed below:


Key Responsibilities

  1. Ensure that customers are satisfied and that the service provided exceeds the customer’s service expectations on every occasion.
  2. Develop and continually expand your knowledge of the product assortment, including the selling features and benefits of each product.
  3. Accurately processes prospects and customer orders received via phone and/or fax, including data entry, providing information and timely follow up regarding orders and inquiries.
  4. M Provide accurate and ongoing customer database management so that customer files are accurate and up to date in all data fields.
  5. Proactively calling customers for feedback and/or managing customer surveys.
  6. Proactively respond to any and all customer issues and complaints to ensure they are satisfactorily resolved, striving for immediate problem resolution.
  7. Record and communicate (monthly) all feedback from customers including an active file for service and product trends and end-user feedback.
  8. Proactively communicate sensitive or difficult customer issues and complaints that warrant resolution by the Director of Operations and Customer Support or Executive team.
  9. Ability to multitask and efficiently solve problems via phone or electronically.
  10. Clearly communicate product features and benefits, service or sales information that lead to order generation, including taking the opportunity to up-sell or to sell multiple cases when applicable.
  11. Actively engaged in suggesting ideas and proposing solutions to benefit and improve the customer service department and/or the inside sales department.
  12. U Partner with the Credit & Returns departments to open new accounts and/or resolve issues.
  13. Understand all shipping requirements and alternatives to guide customers with the most appropriate method for their needs.
  14. Pursue continuous education within the Pet Industry to better sell and position our products against our competitors.
  15. Maintain the Open order report to ensure all orders are shipped in a timely manner. Report open orders in monthly team meeting.

Additional Responsibilities

  1. Continuously improving the customer service and order entry process
  2. Takes initiative in cross-training opportunities.
  3. Assist with routine and ad hoc report generation as requested by Managers.
  4. Must be able to travel to Company and store events as needed – up to 30% of the time.
  5. May be required to work in excess of scheduled hours per week periodically in response to business needs
  6. Actively engage in community events and outreach, especially for the promotion and support of the Planet Dog Foundation.

Education, Experience, and Skills

  1. Bachelor degree in business, manufacturing or related field or equivalent experience
  2. 3-5 years demonstrated success in customer support.
  3. Strong computer and analytical skills (Microsoft Office preferred, knowledge of NetSuite a plus
  4. Excellent verbal and written communication skills with ability to build internal and external professional relationships at all levels
  5. Must be highly organized and detail-oriented with ability to manage multiple projects simultaneously.

If this all sounds like you, we'd love to hear why. Please send your cover letter, resume and salary requirements to jobs@planetdog.com. NO PHONE CALLS PLEASE.





Company Store Manager

Job Objective

The Company Store Manager is responsible for ensuring the efficient and effective operation of the company retail store to meet sales & operational goals set by the Headquarters Team. Responsible for identifying needs and developing programs and policies to support the effective execution of these functions. Job responsibilities include, but are not limited to:


Key Responsibilities

  1. Responsible for overall management of store inventory, including: product choice and merchandising, min/max system, ordering, cycle counts, quarterly inventory activities, markdowns and increased turns policies. Actively address store shrinkage and inventory concerns with store team after each inventory cycle to determine methods to improve where needed.
  2. Together with Headquarters support and approval, implement and execute Company Store division policies and procedures. Monitor & measure to ensure all policies and procedures are being carried through at the store level and if not, proactively initiate necessary compliance measures and generate new policies for better performance.
  3. Assist Co-CEO's with the creation of detailed annual budgets and cost analysis for each store.
  4. Manage Company Store employees and development through activities such as Leadership Team meetings, Store meetings, training sessions, feedback and coaching of team, store performance reviews, store walkthroughs and regular meetings with Headquarters team.
  5. Work closely with SPA/Groom Manager to ensure the SPA/Groom shop is clear with expectations, create annual SPA budget, Work on marketing programs to drive SPA business and strategic plans for growth.
  6. Meet all Company Store annual operating budget goals to include sales goals, payroll budgets, discounts and other operating expenses. Proactively report on company stores performance levels on all of the above and address areas of concern on a timely basis
  7. Together with the Headquarters Marketing Team, design and implement promotional and marketing programs to maximize sales opportunities. Develop plans to increase number of new customers and increase repeat customer purchases. Create internal "contests" within stores to increase sales, improve service and morale.
  8. Create and maintain the highest customer service levels within the company store through continual training, monitoring and reporting on service levels.
  9. Conduct monthly operational audits and "store walk-throughs" to the store is merchandised to company standards, is clean and neat and safe for all employees and customers.
  10. Identify opportunities for additional sales and assist with special events to be held in stores (e.g., Speaker Series Events, PDF events, Community events, book signings, etc.) and provide analysis of results.
  11. Supervise and delegate work to store leadership teams and other team members, including performance appraisals and corrective actions as needed. Ensure timely communication of all necessary information to the Company Store team to ensure they feel connected to Planet Dog's corporate office; that they understand paths of communication and corporate culture.
  12. Ensure daily closing activities are completed and accurate. Monitor reporting and all transactions for accuracy.

Additional Responsibilities

  1. Work with Leadership Team to develop Company Store Strategy and long-term growth objectives.
  2. Keep guiding company values in mind at all times.
  3. May be required to work in other Company departments.
  4. May be required to work in excess of 40 hours per week as business needs require.
  5. Must be able to travel to Company and store events as needed.
  6. Must be able to lift up to 40 lbs. unassisted.
  7. Follow all company safety policies and procedures. Demonstrates proper lifting and lead by example in taking personal accountability for workplace safety.
  8. Participates in all Planet Dog Foundation and Company Store functions, projects or events. Embraces and is an active participant in all company initiatives and volunteer programs.
  9. Assists with special projects as assigned by the Executive Leadership Team.

Supervisory Responsibility

  • Assistant Company Store Manager
  • Groom Manager
  • Company Store Team Leader
  • All Company Store employees

Education, Experience, and Skills

  1. Bachelor's degree in business, marketing, or related field or equivalent experience.
  2. 6+ years retail management experience at the multi-store level.
  3. Strong POS systems experience and computer skills (Microsoft Office, Excel and NetSuite preferred).
  4. Strong communication skills.
  5. Excellent organizational and project management skills.
  6. Solid leadership skills including management at distant locations.

If this all sounds like you, we'd love to hear why. Please send your cover letter, resume and salary requirements to jobs@planetdog.com. NO PHONE CALLS PLEASE.