Customer Happiness Hero

Belgium, Kortrijk

Our mission 🚀

In 2016, our founders wanted to feed their dogs - named Edgard and Cooper - pet food they could feel good about. The kind of food that was as good for the planet as it was for their pets. But when they couldn't find this, they decided to make their own. Now, 10 years later, our pack has over 200 employees and we are beyond proud to be part of the B Corp movement.

Want to find out more about us? Click HERE

What type of breed are we looking for? 🐕

Are you the kind of person who enjoys helping others, stays calm when things get busy, and thrives in a friendly, down-to-earth Pack? If so, this role is perfect for you!

As a Customer Happiness Hero, you’ll be the first point of contact for our direct-to-consumer customers, combining empathy with a commercial mindset. You’ll build lasting relationships, create exceptional experiences, and learn more about pet nutrition, all while helping our DTC channel grow, one happy customer at a time.

What is in your bowl? 🍵

A big scoop of problem-solving, connection and customer care. You’ll get to:

• Supporting customers with questions, nutritional advice, or order-related topics via email, live chat, social media, and phone.

• Being a warm, human, and trustworthy voice of Edgard & Cooper.

• Supporting the order and delivery flow (Shopify, SAP) and spotting patterns when things don’t run smoothly.

• Working closely with teams like Logistics, Warehouse, and Digital to share customer insights and help improve processes and day-to-day decision-making.

• Taking part in diverse projects to improve the customer experience, helping us grow smarter and smoother as a team.

What skills & tricks should you bring? 🤹

• +3 years of experience in a customer-facing role within e-commerce or D2C.

• Comfortable working with tools like Intercom, Shopify or similar platforms.

• Curious and eager to learn, using tools and tech to improve customer happiness while growing nutrition knowledge.

• Fluent in Dutch and English. Any additional language (especially French) is a bonus.

• Customer-focused, calm, and resilient, showing emotional maturity and stress-resistance in the way you communicate with customers and colleagues.

Not sure if you tick all the boxes but our role truly excites you? Don’t let our job description hold you back, get applying!

Our benefits 🎁

At Edgard & Cooper, work should feel as good as a belly rub. Here’s what we offer:

• Competitive salary package that matches your experience

• 32 holidays per year + the option to take an extra month off to fully recharge

• Flexible working from home + one month per year working from anywhere

• Company retreats, fun team activities, and a Volunteering Day

• Wellbeing program

• Bring your pets to work + pet food for your furry friend

• Learning and growth opportunities in a fast-growing, international scale-up

Hiring Process 🕵️‍♀️

• Assessment from home (10')

• Intro call (25’)

• Competency based interview (45’)

• Meet the team
  

Equal opportunities 🌈

We believe the strength of a Pack comes from its diversity. We strive to create an environment where every person feels valued and empowered. So no matter who you are, where you come from, what you believe in or what your dreams are, we welcome you and look forward to receiving your application. If your circumstances require any special arrangements at any stage of our interview process, please let us know.

Accessibility: Our HQ office and satellite sites are wheelchair accessible.