Hagen Consumer Representative for Pet Job Opportunity

Title: Consumer Representative for Pet

Department: Customer Service

Reporting to: Customer Service Manager

Location: Baie-D’Urfé – Head Office


The agent must perform consumer service and other administrative tasks effectively to achieve business objectives to serve consumers with satisfaction for the benefit of the business.

  • Offer a range of services to consumers by telephone and email, thus managing incoming and outgoing communications
  • Social Media knowledge (Facebook and Instagram)
  • Perform from time to time data entry in all the company’s different systems, ensure complete processing of inquiries as well as act as the main contact with our consumers
  • Answer and track in Salesforce the consumer inquiries within 72 hours or less
  • Be well verse in all products distributed by Rolf C. Hagen Inc.: Aquatics, Small animals, Birds, Reptile, Cats and Dogs for accessories, foods, and how to maintain and better use all products
  • Knowledge of products (new products or product changes), continuous training building knowledge on product and animal care
  • Establish relations with different brand category services to ensure accurate answers and coordinate issue resolution
  • Update quick response suggestions (FAQ-Q & A) and inform Brand Manager when to include additional information in the knowledge data base
  • Ensure the information regarding international distributors is up to date
  • Perform order entry for replacement parts and exchanges
  • Online WEB order management, supply tracking information, consumer return procedure including reimbursement and warranty information
  • Determine coupon value to resolve issue or turn negative to positive perception
  • Allocate and generate orders packing slip (PPS)
  • Sort and prioritize inquiries
  • Update the training manual
  • Perform other duties as required to support the company and its growth.
  • Replace from time to time the receptionist at the front desk on a rotational basis.


  • College diploma in related field or equivalent level of industry experience
  • 2-3 years experience in a related field
  • Extensive knowledge in animal care for dogs, cats, reptiles, small animals, birds and aquatics
  • Be responsive to, inquire about, and implement the proposed tools to improve the quality of work done.
  • Offer consumer service of superior quality and in a professional manner, with precision, courtesy, and efficiency.
  • Ability to resolve problems successfully; willingness to “go the extra mile” for the consumer
  • Demonstrate strong motivation and teamwork
  • Be accountable for and take the necessary measures to perform tasks successfully as they are assigned
  • Understand, respect, and surpass the objectives set for various clients and projects
  • Propose innovative ideas to promote constant improvement
  • Have a sound knowledge of the best practices in consumer relations
  • Be proficient in online orders management including reimbursement
  • Ability to be self-motivated and work autonomously including the ability to multi-task
  • Strong problem solving/troubleshooting skills
  • Be proficient with the Microsoft Office suite
  • Attendance as well as punctuality are of the utmost importance in this position to maintain the level of service expected
  • Be fully bilingual, in English and French, spoken and written.

If you are passionate about taking the next step in your career, do not miss out on this opportunity; send in your CV to Viviane.nguyen@rchagen.com or Patricia.picard@rchagen.com.