About Us
KVP International has been a trusted leader in the veterinary industry since 1964, providing innovative products that support animal wellness, surgery, recovery, and patient care around the world.
Gralen Company, a subsidiary of KVP International, specializes in supplying pet retailers, veterinary clinics, groomers, trainers, breeders, and animal shelters with high-quality pet products, including toys, treats, leashes, waste bags, grooming supplies, training tools, and veterinary essentials. Our success is built on exceptional customer service, quality products, and strong partnerships with our customers.
At KVP and Gralen, we believe our people make the difference. We value teamwork, continuous improvement, integrity, and a commitment to providing an outstanding customer experience.
Position Summary
The Customer Service Representative serves as a trusted partner to our customers and plays an important role in ensuring every order is handled accurately from entry through shipment. This position works closely with Sales, Warehouse Operations, Purchasing, Accounting, and external partners to provide exceptional customer support while ensuring timely order processing, accurate communication, and efficient problem resolution.
This is a hands-on, team-oriented position where no two days are exactly alike. Success in this role requires strong communication skills, attention to detail, a proactive mindset, and a willingness to jump in wherever needed to support our customers and team.
Essential Responsibilities
Customer Service
- Serve as the primary point of contact for customer inquiries via phone and email.
- Process customer orders accurately and efficiently.
- Resolve customer concerns involving orders, shipments, returns, credits, shortages, and product issues.
- Build strong customer relationships through professional, responsive service.
- Proactively communicate order status, backorders, shipping updates, and product information.
- Identify opportunities to strengthen customer relationships by introducing customers to new products, programs, or value-added solutions when appropriate.
Order Management & Operations
- Coordinate customer orders with warehouse, purchasing, sales, and accounting teams to ensure accurate and timely fulfillment.
- Monitor customer orders from entry through shipment, resolving issues that may impact delivery.
- Maintain accurate customer records and documentation.
- Assist customers with onboarding to digital ordering platforms and other business tools.
EDI Support
- Process and monitor inbound and outbound EDI transactions.
- Troubleshoot EDI issues with internal teams and trading partners.
- Assist with new trading partner setup and testing.
- Maintain documentation and recommend process improvements that improve efficiency.
Accounts Receivable Support
- Assist customers with billing inquiries.
- Research and resolve invoice discrepancies.
- Contact customers regarding outstanding invoices and payment reminders as needed.
Team Support
- Work collaboratively across departments to deliver an exceptional customer experience.
- Occasionally assist warehouse operations by verifying products, pulling small customer orders, locating inventory, or supporting shipping activities during peak business periods.
- Learn Gralen's product line to confidently assist customers and support sales initiatives.
- Perform other duties and special projects as assigned.
Qualifications
- Associate degree or equivalent work experience preferred.
- 2-3 years of customer service, order processing, inside sales support, or administrative experience.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
- Exceptional attention to detail.
- Proficiency with Microsoft Office.
- Experience with ERP systems, order entry, and EDI software preferred.
- Ability to work independently while collaborating effectively with cross-functional teams.
- Experience in wholesale distribution, manufacturing, or the pet industry is a plus.
What Makes You Successful
You'll thrive in this role if you:
- Enjoy helping customers and solving problems.
- Take ownership of customer requests from start to finish.
- Build positive working relationships with teammates across multiple departments.
- Are comfortable balancing multiple priorities in a fast-paced environment.
- Continuously look for ways to improve processes and enhance the customer experience.
- Enjoy learning products and becoming a trusted resource for customers.
Physical Requirements
- Primarily works in an office environment.
- Regularly sits, stands, walks, and uses standard office equipment.
- Occasionally lifts up to 25 pounds.
- May periodically work within warehouse areas with varying temperatures, forklift traffic, and moving equipment.
Pay: $23.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Education:
Experience:
- Customer service: 2 years (Required)
Work Location: In person
