Customer Experience Intern

3 weeks ago

Toronto, Canada Open Farm Full time

**Who we are**: Headquartered in Toronto and with team members across the US, Open Farm is one of the fastest growing CPG companies in North America. We are transforming the way people feed their pets, with a focus on producing premium, healthy food and treats, all ethically sourced from farm-to-bowl. We believe the best foods are made with consciously sourced, top-quality ingredients from farmers and fisheries who believe in doing good for all animals and the environment.

At Open Farm, we are passionate about sharing our message of sustainable, ethically sourced nutrition with pet parents. We are looking for someone who shares this belief to join as our Customer Experience Intern. In this role, you will have the opportunity to turn customers into advocates of our brand in a fun and fast-paced environment.

**The Role**:
**Responsibilities**:

- You will contribute to identifying trends in customer issues/escalations while collaborating with CX team in recommending and assisting in the implementation of controls to address the root causes.
- You will also help build our Open Farm community through prompt responses to all customer questions/comments and active community engagement on Facebook, Instagram and new channels that may come up while supporting our growing e-commerce businesses through customer engagement, product nutrition and technology support.
- You will assist in identifying trends in customer issues/escalations while collaborating with CX team in recommending and assisting in the implementation of controls to address the root causes.
- You will contribute in translating customer needs into improvement solutions and innovative ideas; in addition to understanding in identifying situations where exceptions can be made.
- Assist in review of robust customer service reports with KPIs and metrics to monitor issues and track performance.
- Support our growing e-commerce businesses through customer engagement, product nutrition and technology support.

**You Have**:

- Positive and passionate attitude and willingness to support pet parents and understand how we can best support them.
- Experience in the with animals or pet industry considered an asset.
- Experience with Shopify (or other e-commerce CMS) and Kustomer or other CRM Ticketing systems is an asset.
- ** Ability to work evenings and weekends.**

**Communication & Customer Centric Mindset**:

- Exceptional written and verbal communication skills; you’re talking to our customers, after all
- Ability to see things from the customer's point of view and are willing to go the extra mile to ensure all customers feel valued and appreciated.

**Attitude**:

- A self-motivated, patient, and personable demeanour.
- Positive, solutions-oriented attitude, with a strong work ethic and ability to adapt to changing priorities.
- Ability to work independently, but can work well in a team environment, working towards collective goals.
- Love pets and their parents.

**What We Offer**:

- The opportunity to grow, develop and make an impact with a mission driven, dynamic and fast-growing company.
- HQ’ed in Central Toronto, but availability to work remotely.
- Great office culture (with lots of adorable pups) and people who are thoughtful and passionate about work and community.
- Casual dress code.
- **_ Applicants must be part of a registered co-op program, starting May through August._**

**Our Values**

We Raise the Bar \u007C We Keep the Barn Doors Open \u007C We Graze Lightly \u007C We Lead the Pack \u007C We are Inspired by Our Customers \u007C We Have Fun Doing It

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