Office Supervisor and Client Care Coordinator

Responsibilities:

Office & Administrative Operations

· Supervise day-to-day front-desk operations, administrative workflow, and office staff

· Monitor scheduling, workflow, and overall office efficiency

· Answer phones, respond to emails, and assist customers with professionalism, empathy, and compassion

· Maintain accurate records, service documentation, and client information

· Process invoices, payments, and administrative reports

· Coordinate communication between veterinary hospitals, spoke locations, drivers, and operations teams

· Support operational workflow between the central crematory facility and surrounding spoke locations

· Ensure compliance with company procedures, policies, and operational standards

· Make real-time operational decisions to maintain workflow efficiency and service quality

· Escalate customer service concerns, operational issues, or compliance matters to management as appropriate

Transportation & Logistics Coordination

· Coordinate transportation schedules and routing for pet pickups and deliveries

· Assist in overseeing transportation specialists/drivers to ensure timely and professional service

· Verify chain-of-custody documentation and transportation paperwork accuracy

· Monitor vehicle maintenance schedules, cleanliness, and safety compliance

· Serve as a back-up driver for local pickups or deliveries when operationally necessary

· Ensure all transportation activities are performed with dignity, compassion, and professionalism

Leadership & Team Supervision

· Lead, coach, and support office and transportation team members

· Assist with training new employees on office procedures and transportation protocols

· Monitor staff performance and provide feedback to management

· Help resolve operational or customer service concerns professionally and efficiently

· Foster a positive, respectful, and team-oriented work environment

Customer Service

· Serve as a compassionate point of contact for grieving pet families

· Build and maintain positive relationships with veterinary clinic partners

· Support memorial service coordination and client communication

· Represent the company professionally during all interactions

Safety & Compliance

· Follow all safety procedures and PPE requirements

· Maintain confidentiality and professionalism at all times

· Ensure compliance with company transportation, operational, and workplace safety standards

Required Qualifications

· High school diploma or equivalent

· Previous supervisory, office management, logistics, customer service, or operations experience

· Valid driver’s license with a clean driving record

· Strong organizational and multitasking abilities

· Excellent verbal and written communication skills

· Strong customer service and leadership skills

· Ability to work independently and in a fast-paced environment

· Proficiency in Microsoft Office and office software systems

· Compassionate, professional, and respectful demeanor

· Comfortable occasionally driving company vehicles for local pickups or deliveries as operational back-up support

· Ability to lift, carry, and move pets and materials weighing up to 60–80 pounds

· Comfortable working in an environment involving deceased pets, crematory operations, odors, heat, and exposure to equipment

· Willingness to wear required personal protective equipment (PPE) and follow safety procedures at all times

· Flexibility to work occasional early mornings, evenings, or weekends as operational needs require

Preferred Qualifications (good to have but not a strict requirement)

· Experience in pet aftercare, funeral services, veterinary services, transportation, or logistics industries

· Experience supervising drivers or coordinating transportation routes

· Experience driving cargo/commercial vans

· Experience with GPS routing and scheduling systems