Customer Care Representative, Blue Buffalo

Job Description:

Blue Buffalo (BLUE), is one of the strongest and most recognized pet food brands in America, and the undisputed leader in Wholesome Natural pet food, the fastest growing segment of the market. At over four times the size of the next largest brand in this segment, BLUE has become the new mainstream brand that’s delivering products that pet parents are looking for, and connecting with them in a true, authentic way.

BLUE thinks of dogs and cats as family members, and believes their food should be natural and healthy. In fact, this was the motivation for the Bishop Family’s decision to create the Blue Buffalo Company. When the beloved Bishop family dog, Blue, faced a variety of health issues, Bill and his two sons, Billy and Chris, set out to create a pet food that was made with only the highest quality natural ingredients—the kind of things a family member deserves. Fifteen years later BLUE has, in many ways, accomplished what the Bishops set out to do—help our dogs and cats live happy, healthy lives.
BLUE has a broad portfolio of natural pet foods, enabling pet parents to satisfy their pet’s specific dietary, lifestyle and life-stage needs, offering them no-compromise product solutions.
OVERVIEWIn this Customer Care Representative role for Blue Buffalo you will be primarily responsible for responding to and resolving contacts related to Blue Buffalo products, as well as responding to customer inquiries and requests related to technical policy and product. Contacts must be handled in a timely, professional manner, and with appropriate interaction with both consumers and customers to promote goodwill and loyalty to Blue Buffalo products which will impact incremental sales. You will utilize your knowledge of resources, processes, and products to ensure responses adhere to corporate policy.
Impact you'll have:

• Appropriate interaction with customers promotes goodwill and loyalty to Blue Buffalo products which will impact incremental sales and pet parent retention.
• Timely and accurate response to a customer’s request for information will contribute to their desire to continue their business relationship with Blue Buffalo.
• Effectively handling a customer request in a timely manner to eliminate the cost of additional contacts and liabilities.

KEY ACCOUNTABILITIES

• Collects and codes all appropriate information related to pet parent/customer contacts into our system.
• Manages all requests submitted through the CIRP system in a timely and professional manner. Analyze each request and determine if the required information is available within the CIRP system to respond or if an internal partner will need to be leveraged for this information.
• Upon completion of training, will have thorough knowledge of all Blue Buffalo products, policies and procedures. Strengthens that knowledge through ongoing communications with our internal partners.
• Recognizes and alerts appropriate team members of any problems, trends and serious or unusual matters of significance.
• Resolves sensitive contacts independently.
• Will be accountable for learning how to interact with internal Blue Buffalo and General Mills tools for access to appropriate product information.
• Makes appropriate contact with pet parents/customers to ensure closure and final resolution of issues raised.
• Performs other duties and responsibilities, as required or requested by direct manager.
• Consistently meets the performance standards established for efficiency and quality.
• Responsible for supporting pe parents through education, relationship building and providing support for BLUE products
• Handle heavy phone and email volume from pet parents

MINIMUM QUALIFICATIONS

• High School Diploma or GED equivalent.
• Minimum of 2 years related consumer service or applicable experience.
• Must have strong PC skills with working knowledge of Microsoft Word and Excel.
• Must have the ability to learn internal General Mills, Inc. tools and platforms as needed.
• Upon training, must have knowledge and understanding of all policies, procedures and promotions enabling identification of problems and effective resolution.
• Ability to work positively through conflict situations.
• Demonstrated skill at responding to demanding or difficult or sensitive issues.
• Effectively manages interpersonal relationships by demonstrating a positive, supportive and cooperative attitude at all times.
• Ability to recognize any problems, trends and serious or unusual matters of significance.
• Ability to prioritize a variety of demands and projects.
• Exhibits sound judgment in handling confidential matters.
• Works effectively in a team environment.
• Ability to work independently.
• Ability to maintain a favorable working relationship with Consumer Relations personnel and other departments.
• Ability to work and maintain a positive attitude under pressure in a continually changing environment.
• Ability to handle sensitive and contentious situations.

PREFERRED QUALIFICATIONS

• Active listening skills – giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Excellent oral skills – talking to others to convey information effectively.
• Service Orientation – Actively looking for ways to help people.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Company Overview: We exist to make food the world loves. But we do more than that. Our company is a place that prioritizes being a force for good, a place to expand learning, explore new perspectives and reimagine new possibilities, every day. We look for people who want to bring their best — bold thinkers with big hearts who challenge one other and grow together. Because becoming the undisputed leader in food means surrounding ourselves with people who are hungry for what’s next.