Are you a people person who loves solving problems, building genuine relationships, and making sure every customer walks away feeling looked after?

We're looking for a Customer Experience & Partnerships Officer to support three Australian dog food brands: 4Legs Pet Food, Dog Society Australia, and Bowlsome Dog Food.

This isn't just a customer service role.

You'll be the person helping our customers when they have a question, solving problems when something hasn't gone to plan, looking after our long-standing partners, and helping us build new relationships within the Australian dog community.

You'll work across customer service, e-commerce, subscriptions, community partnerships, dog clubs, breeders, and vet clinics.

What you'll be doing:

- Manage customer enquiries across 4Legs, Dog Society, and Bowlsome via email, phone, website enquiries, social media, and customer service platforms (Zendesk & Gorgias)
- Respond & follow up to customer service enquiries and complaints received through social media, including DMs and relevant comments.
- Handle customer complaints professionally and empathetically, working towards practical solutions while protecting the customer relationship and our brands
- Provide accurate product information and help customers better understand our products and choose suitable options for their dogs.
- Support D2C customers with online orders, deliveries, subscriptions, account enquiries, payment issues, and general e-commerce support
- Build and maintain strong relationships with our existing partners, including dog clubs, breeders, and vet clinics
- Identify opportunities for us to support partners through events, sponsorships, product sampling, collaborations, and community initiatives




- Reach out to recent potential partners and introduce them to our brands
- Work closely with our marketing and operations teams when customer or partner enquiries require internal support
- Keep accurate records of conversations, complaints, outcomes, customer feedback, and partnership activity
- Identify recurring customer feedback and share insights with the wider team to help improve our products, website, processes, and customer experience
- Be willing to help improve our processes and platforms and support the implementation of AI and automation to improve outcomes for our customers.
- Help turn great customer experiences into long-term brand loyalty

Who we're looking for:

Someone who genuinely enjoys talking to people and building relationships.

You don't need to know everything about dog food on day one, but you must be willing to learn about our three brands, our products, their ingredients, key benefits, and how they differ so you can confidently and accurately support our customers and partners.

Ideally, you:

- Have experience in customer service, customer experience, account management, hospitality, retail, e-commerce, or relationship management
- Are willing and eager to learn about 4Legs, Dog Society, Bowlsome, and our product ranges
- Are confident handling customer complaints and difficult conversations calmly and professionally
- Have excellent written and verbal communication skills




- Are comfortable speaking with customers and business partners over the phone in English
- Know how to make people feel heard rather than simply sending scripted customer service responses
- Are organised and confident managing multiple conversations, follow-ups, and priorities at once
- Enjoy building genuine long-term relationships with customers and partners
- Have strong attention to detail and can communicate accurate product and customer information
- Take ownership of enquiries and follow them through to resolution
- Are confident learning and using different customer service and e-commerce platforms
- Can work independently while also collaborating closely with marketing and operations teams
- Experience with Shopify, Gorgias, Zendesk, Loop Subscriptions, Outlook, Microsoft Teams, Loox Reviews, or similar platforms is a bonus, but training will be provided.
- Experience in the pet industry, e-commerce, FMCG, subscriptions, or customer-facing roles would also be a plus.
- And yes, loving dogs definitely helps.

Working with us:

We are passionate about crafting delicious and nutritious dog food across 4Legs, Dog Society, and Bowlsome.

We have 30+ years' experience making dog food, and we believe dogs should live a long, happy, and healthy life.

As an Australian family business, we'll treat you like one of our family members, considering your ideas, supporting your growth, and valuing the work you do.

This is a full-time role with the flexibility of working from home.

Our office and factory are in Sunshine West, Melbourne.

Other perks include:

- Generous employee discounts for your dogs
- Dog-friendly office
- Brunetti cake for your birthday

#J-18808-Ljbffr

📌 Customer Service Officer (Melbourne)
🏢 PRIME PET CARE
📍 Melbourne