eCommerce Business Support Specialist

Description

Headquartered in Green Bay, Wisconsin, and a pioneer in raw pet food since 2009, Carnivore Meat Company provides pets with the opportunity to lead long, vibrant, healthy lives. Carnivore does this by manufacturing ultra-premium quality, raw frozen and freeze-dried pet food and treats using the best butcher cut proteins.

From traditional favorites – beef, chicken, turkey, duck – to more innovative tastes such as ahi tuna and rabbit. Carnivore Meat Company products are free of grains, gluten, artificial preservatives, rendered by-products, fillers, flavoring, and coloring. All products are U.S.A. made and packaged in the company’s Green Bay, Wisconsin facilities. Carnivore's all-meat freeze-dried products are safe, convenient, and shelf-stable, making them ideal for traveling, training, snacking and everyday feeding, making the segment one of the fastest growing areas within pet food today.

Carnivore’s products are sold under its flagship Vital Essential® brand. Vital Essentials® is distributed in over 7,200 retailers today in the Independent Pet channel, and in 14 international markets. Vital Essentials® is one of the fastest growing brands in the pet food industry.

Carnivore manufactures 100% of its products at its own facilities, leveraging a unique and best-in-class supply chain approach and relationships to ensure that most ingredients are frozen immediately after harvesting to lock in freshness and nutrients. The ingredients are then processed at Carnivore’s own facilities and dried using proprietary freeze dry equipment and technology.

Carnivore employs 197 associates and will be opening a new 235,000 square foot headquarters and manufacturing facility in Green Bay this summer. The new 28-acre campus will become Carnivore’s Global Headquarters and provide capacity to support its growth over the next 3-5 years.

Carnivore is constantly innovating new products, techniques, and technology to support its commitment to excellence in the raw pet food industry. Carnivore Meat Company is one of the most tenured raw pet food producers in the nation—and one of the leading private label providers of raw pet food. Carnivore has been named among the fastest growing private companies in the United States by Inc. 5000 in its annual list. Further, the company is well ranked nationally and locally among Green Bay companies.

PURPOSE STATEMENT:

The eCommerce Business Support Specialist will play a pivotal role in ensuring recurring operational efficiency of our rapidly growing eCommerce-based orders. This position is responsible for supporting the eCommerce team in executing strategies that drive online sales, partnership excellence with online giants, improve customer satisfaction, and ensure seamless operational processes.

KEY RESPONSIBILITES:

Multi-Brand Order Fulfillment (40%)

• Facilitate Amazon, Chewy, and eCommerce customer order fulfillment including but not limited to order confirmations, order entry, shipping/delivery coordination and invoicing for multiple brands.
• Support day-to-day activities with potential and existing ecommerce D2C and B2B platforms including brand websites, Amazon, Chewy, and other third-party marketplaces and eCommerce customers.
• Deliver exceptional, prompt, and professional service through various channels (email, chat and phone) as the primary contact for Amazon, Chewy and eCommerce customers for order fulfillment and issues including returns, exchanges, and inquiries.
• Partner with D2C fulfillment to manage D2C shipping SLAs and inventory levels.
• Work with cross-functional departments to ensure efficient fulfillment and delivery.

Promotional Reconciliation and Forecasting (30%)

• Reconcile credit requests and maintain reporting for B2B and D2C eCommerce promotions and credits.
• Research and reconcile account discrepancies to ensure 100% accuracy in credits issued.
• Maintain forecasting models to maintain optimal levels of inventory.

B2B & D2C Sales Reporting (15%)

• Compile monthly sales and KPI reports across D2C and B2B eCommerce sales platforms by utilizing all related analytics tools.

Channel Support (15%)

• Provide assistance as needed with new item set up, product discontinuations, and ongoing catalog updates and optimizations.
• Help to resolve customer complaints.
• Maintain detailed records of customer interactions and feedback.

Other

• Report issues with regards to the food safety/quality assurance system (FSQA) to Leadership and adhere to the requirements of the FSQA standards.
• Become proficient with Epicor, Salsify, Shopify, Amazon, Chewy and eCommerce catalog and inventory management.
• Maintain and update SOP library for customer support.
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