Animal Support Specialist

Company: Coat Defense
Location: Ashburn
Posted on: April 3, 2026

Job Description:

Job Description Job Description About Coat Defense® Coat Defense® is a start-up company that creates premium, non-toxic grooming and wellness products designed to keep animals healthy, comfortable, and protected. Our customers—from individual pet owners to wholesale partners—trust us because we prioritize education, transparency, and real results. We’re growing and looking for someone who genuinely cares about animals and loves helping people. About the Role This role is a blend of customer service and wholesale account support. You’ll be the primary point of contact for our wholesale partners while also assisting retail customers as needed. You’ll handle orders, answer questions, support sellers, and make sure our customers feel confident using our products safely and effectively. This is a relationship-driven role—not a call-center job. You’ll be educating, guiding, and supporting people who care deeply about their animals. What You’ll Do Wholesale & In-Office Support - Serve as the day-to-day point of contact for existing wholesale partners - Process wholesale orders as they come in - Maintain customer database and store locator - Communicate quarterly (and as needed) with wholesale customers regarding promotions, new products, and seasonal updates - Work with our social media manager to promote retail partners - Support stores with product images, usage instructions, and educational materials - Coordinate seller training and onboarding - Perform ongoing audits of the company website and third-party product listings - Process wholesale product returns - Provide general office support and assist with special projects Customer Service (Phone & Email) - Answer phones and respond to customer emails as needed - Provide clear, accurate instructions for safe product application - Respond promptly and empathetically to questions about products, ingredients, and usage - Guide customers in choosing the right products for their animals - Handle returns, exchanges, and refunds according to company policy - Build trust through honest, informed guidance—not pushy sales What We’re Looking For - Previous animal experience required - Background in animal care or grooming is highly preferred - Strong customer service mindset with excellent communication skills - Relationship-builder who enjoys helping people and solving problems - Interest in holistic products or willingness to deeply learn our product line - Organized, detail-oriented, and comfortable juggling multiple tasks - Enjoys special projects and contributing beyond a strict job description - Team player who takes pride in doing things the right way - Experience with Shopify and Microsoft applications is a plus Why You’ll Love Working Here - Purpose-driven products that genuinely help animals, people, and the planet we share - A small, collaborative team where your voice matters - Our customers love us because we solve huge problems - Opportunity to grow with a brand that values trust, long-term relationships, and solves problems without toxic chemicals - Flexible benefit/reimbursement plan - Stock appreciation plan - Pay is commensurate on experience

Keywords: Coat Defense, Towson , Animal Support Specialist, Sales , Ashburn, Maryland