Job Description

About Bugalugs Pet Care

At

Bugalugs Pet Care

, pets are at the heart of everything we do. As the

UK's number one pet care brand employing over 60 employees

, we have grown rapidly and achieved an outstanding

20 million turnover

in 2024/25. From our beginnings in the Lake District, Bugalugs now serves over 3,000 independent pet stores and major retailers like Tesco, Asda, Sainsbury and Pets at Home.

We offer a wide range of premium, cruelty-free products designed to enhance the well-being of pets, including shampoos, grooming supplies, and supplements. As we continue to grow, we're looking for dedicated individuals to join our customer relations team. Your role will be central to maintaining our high level of customer satisfaction and ensuring that our B2B clients receive the best service possible.

About the Role

As a

Customer Relations Representative

, you will be responsible for managing and nurturing relationships with our

business clients

. This role is not just about making sales--it's about building long-lasting partnerships through exceptional

customer service

and making sure our clients have a positive experience at every touchpoint.

You'll be calling existing customers, answering questions, and helping them find the best products for their needs. Additionally, you'll have the opportunity to

upsell

and

cross-sell

our products, but above all, you'll focus on delivering thoughtful, helpful solutions that benefit the businesses we serve.

This is a great opportunity for someone who is passionate about pets and about providing excellent service, enjoys connecting with people, and wants to contribute to the ongoing success of a market-leading pet care brand.

Key Responsibilities

Manage and nurture existing B2B relationships

, focusing on delivering exceptional service to our clients over the phone and through email.

Upsell and cross-sell

Bugalugs products by suggesting relevant solutions that align with the customer's needs. Provide expert advice and product recommendations, ensuring businesses choose the right products for their customers. Respond promptly to inquiries, resolving any issues or concerns with professionalism and care. Maintain detailed records of customer interactions and follow up to ensure client satisfaction. Collaborate with our sales and operations teams to ensure smooth order processing and prompt delivery. Stay knowledgeable about our full range of products and the latest industry trends to ensure you're always ready to assist. Contribute to the overall customer experience by providing valuable feedback to improve our services and offerings.

What We're Looking For

Excellent Customer Service Skills

- You understand that delivering top-notch service is the key to building strong business relationships.

Communication Skills

- You can communicate clearly and confidently with clients, particularly over the phone and via email.

Problem-Solver

- When challenges arise, you know how to address them calmly and efficiently, always keeping the customer's needs at the forefront.

Attention to Detail

- You are thorough in ensuring that orders are processed correctly and customers' needs are fully met.

Tech Savvy

- Comfortable with CRM systems and other digital tools to track customer interactions and follow up.

Passion for Pets

- If you love pets, you'll understand why our products and services make such a difference in the lives of pet businesses and their customers.

Why Join Bugalugs?

Be part of a

rapidly growing

and

purpose-driven brand

that's leading the pet care industry in the UK. Work with a

supportive and friendly team

that values your contribution to customer satisfaction.

Generous bonus structure

- your hard work will be rewarded.

Generous staff discounts

on Bugalugs products. Opportunities for

career progression

within a fast-growing company.

Hybrid working opportunity

once fully trained and achieving targets--enjoy the flexibility of working from home after establishing yourself in the role. Enjoy working in a company that's dedicated to making a positive difference for pets and pet businesses alike. 25 days holidays plus bank holidays

Ready to help Bugalugs grow and thrive?

If you're someone who believes in the power of great customer service and has a passion for pets, we'd love to hear from you. Apply today and help us continue delivering exceptional care to pets and the businesses that love them!

Job Type: Full-time

Pay: 30,000.00-33,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday
Work Location: In person