We're Hiring!

Customer Service & Order Fulfilment (CSOF) Coordinator

Happy Hounds is a young, purpose-driven, innovative and dynamic scale-up business. We make a lightly-cooked, fresh dog food, from sustainably-sourced ingredients, that we deliver from our Cape Town kitchen to our customers and stockists around the Western Cape and Gauteng. Our fresh dog food is changing the lives of our canine consumers, our human customers and our supply chain for small-scale, inclusive, farmers and fishers. 

Are you looking for a role where your passion for pets, people and the planet is part of the job? We are at a really exciting inflection point in our growth and are looking for another dog-lover to join the team.  If this is you, please send your CV and an application motivation to  kerry@happyhounds.co.za. 

This job is an on-site position at our Happy Hounds HQ in Woodstock, Cape Town. 
It is full-time Monday to Friday, with occasional weekend days for events.

The Role:

To be responsible for overseeing and managing the customer experience; from in-store shopping, to online ordering, to order delivery; maintaining our commitment to exceptional and responsive service to our customers throughout. 

The CSOF Coordinator will play a crucial role in developing and implementing (both B2B and B2C) customer service strategies, while collaborating with other Happy Hounds team members to enhance the overall customer experience. 

The  Key Responsibilitiesinclude, but not limited to the following:

Customer Service Strategy:

• Actively seek opportunities to enhance the overall customer experience, identifying areas for improvement and implementing solutions to exceed expectations.

Customer Engagement:

• Serve as the primary point of contact for potential and existing (B2C and B2B) customer enquiries, concerns, and feedback regarding products, orders and deliveries.
• Cultivate positive relationships with customers through timely and personalised communication, addressing their needs with professionalism and empathy.
• Manage the various customer communication channels to ensure consistency and quality in customer interactions.
• Implement standardised processes for handling customer enquiries, feedback, and issue resolution; promoting efficiency and a standardised customer experience.
• Ensure Happy Hounds standards for responsive, informative, friendly and efficient service are met.
• Escalate relevant customer issues in a timely fashion and provide effective resolutions.

Sales Assistant

• Engage and educate potential customers and guests while growing brand awareness. 
• Provide potential and existing customers with detailed product information to help them make their selections.
• Serving customers and processing in-store sales in the Happy Hounds Store in a professional, informative and friendly manner.
• Serving customers and processing event sales at our regular pop-up and market events in a professional, informative and friendly manner.
• Co-create and maintain in-store and event branding.
• Third Party Inventory management in the Happy Hounds Store

Order Fulfilment Management

• Manage the processing and packing of customer online orders in accordance with established procedures and timelines.
• Assist subscription customers with renewals, edits and payment updates. 
• Ensure accuracy, customer personalisation and completeness of orders prior to dispatch, noting any particular delivery instructions.
• Liaise with relevant departments to address any discrepancies or issues with orders, facilitating timely resolutions to ensure customer satisfaction.

Order Delivery Management

• Oversee communication and management with our in-house drivers and our third-party couriers to optimise the end-to-end delivery process. 
• Allocate daily deliveries to Happy Hounds drivers and third party couriers.
• Assign delivery routes for Happy Hounds drivers, optimising efficiency while meeting customer delivery commitments.
• Monitor the progress of deliveries in real-time, proactively addressing any delays or disruptions to minimise customer impact.
• Collaborate with drivers and third party couriers to ensure adherence to delivery schedules, safety protocols, and customer service standards.
• Implement effective processes to ensure smooth operational procedures.

Driver Supervision & Support

• Provide guidance and support to drivers, offering clear instructions, training and resources to facilitate successful order fulfilment and delivery.
• Monitor driver performance, conduct regular performance evaluations, and provide constructive feedback to promote continuous improvement.
• Ensure that the drivers have all they need to fulfil the daily deliveries, including but not limited to uniforms, trip sheets, fully charged phones, phone chargers, battery packs and fuel.
• Monitor the condition of the delivery vehicles, maintaining service schedules and addressing any breakages, faults or other issues promptly and effectively. 
• Address any operational or personnel issues promptly and effectively, fostering a collaborative and respectful work environment among team members. 

Skill Set:

• Excellent communication and interpersonal skills, with a customer-centric mindset
• Problem solving skills
• Meticulous attention to detail
• Ability to implement a variety of systems and procedures
• Great time managing skills
• Ability to work under pressure
• Ability to multitask
• Strong organisational skills
• Ability to be a collaborative team player
• Possess leadership qualities with a focus on team building, conflict resolution, and fostering a culture of accountability 

Requirements:

• Must be able to work in South Africa legally.
• Must have own or daily, reliable transport.
• Excellent English written and verbal language skills. 
• Additional South African languages an advantage.
• IT Proficiency:
• Proficient in the use of basic office software, including Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace.
• Comfortable with operating and troubleshooting standard office equipment, such as printers, scanners and POS.
• Ability to manage email communications and perform internet research efficiently.
• Familiarity with project management software (e.g. Monday.com) and collaboration tools an advantage.
• Competence in using and configuring enterprise-level software systems, including CRM platforms (e.g. Unleashed, Shopify, Gorgias) an advantage.