Job Summary
The Customer Service Representative plays a key role in building and maintaining positive relationships with customers by providing timely, professional, and effective support. This position is responsible for responding to customer inquiries, resolving issues, and ensuring clear communication between customers and internal teams.
Working closely with the Sales Team and the Customer Service Floor Supervisor, the representative helps identify service issues and supports solutions that enhance the customer experience. Using CRM tools such as HubSpot, the role manages customer data and interactions to improve service efficiency and maintain accurate records.
The Customer Service Representative is committed to delivering exceptional service, meeting operational needs, and collaborating with team members to ensure customers receive consistent and high-quality support.
Principal Duties and Responsibilities
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Represent Groomer’s Choice Pet Products in a professional and positive manner at all times.
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Serve as a primary point of contact for Groomer Services customers, responding to inquiries, concerns, and requests promptly and professionally.
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Provide clear and timely communication regarding orders, shipments, and service-related matters.
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Identify customer needs and provide appropriate product and service solutions.
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Resolve customer issues including product defects, order discrepancies, billing inquiries, shipping errors, and damages by coordinating with internal teams as needed.
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Manage inbound calls and assist with returns, complaints, transfers, web orders, and general customer service inquiries.
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Identify opportunities to upsell products and transition conversations to sales opportunities when appropriate.
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Collaborate with the Sales Manager to maintain customer service standards and best practices.
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Maintain knowledge of current promotions and communicate relevant offers to customers when applicable.
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Partner with sales, marketing, and logistics teams to address customer needs and support customer satisfaction.
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Utilize internal systems and tools, including CRM software, to document interactions and manage customer accounts.
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Gather customer feedback through surveys and other channels and communicate insights to internal teams to support product and service improvements.
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Stay informed of industry trends, competitive products, and market developments.
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Communicate clearly and effectively in both written and verbal interactions.
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Perform other duties as assigned.
Knowledge and Skills
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Previous experience in customer service, account coordination, or a related role preferred.
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Strong written and verbal communication skills.
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Excellent problem-solving and conflict resolution abilities.
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Ability to remain calm and professional in challenging situations.
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Experience using CRM systems (HubSpot preferred) and Microsoft Office.
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Strong attention to detail and organizational skills.
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Customer-focused mindset with a high level of empathy.
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Ability to work collaboratively in a team environment.
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Adaptability and ability to manage changing priorities.
Benefits (Full-Time)
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401(k) with company match
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Medical, Dental, and Vision Insurance
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Employer-Paid Life Insurance and AD&D
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Accident Insurance
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Hospital Indemnity Plan
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Critical Illness Coverage
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Voluntary Life & AD&D
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Short-Term Disability
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TELUS Health / LifeWorks Employee Assistance Program
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Employee Discount Program
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Paid Time Off (PTO)
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Paid Holidays
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$2,500 Hiring Bonus
Work Location & Schedule
This is a full-time, onsite position in Sioux Falls, South Dakota.
Schedule:
Monday – Friday
8:00 AM – 5:00 PM
About Groomer's Choice
Groomer’s Choice is a trusted partner for professional pet groomers, providing high-quality grooming supplies, equipment, and education to help businesses thrive. The company is a manufacturer of industry-leading coat care products trusted by grooming professionals worldwide. With a deep understanding of the grooming industry, Groomer’s Choice focuses on performance, consistency, and results across every product it offers. The company supports groomers at every stage—from new shops to established salons—through expert guidance and a commitment to exceptional customer service. At its core, Groomer’s Choice exists to help groomers work smarter, groom better, and grow with confidence.
