Nutrition Training Specialist (Companion Animal)

As a Training Specialist, you will play a critical role in empowering our Customer Service Team by designing, maintaining, and delivering effective learning resources. You will collaborate cross-functionally with departments such as Research & Development (R&D) and Creative Services to ensure all materials and communications reflect the most accurate up-to-date information. Your efforts will directly support employee performance, professional growth, and alignment with organizational goals. As a compliance specialist, you will validate packaging content and provide assistance on state product registrations and supplier audits. This position will report to the Doctor of Companion

Animal Nutrition.

Key Responsibilities:

Develop Learning Materials and Training Resources:

• Design and produce engaging training content, including manuals, e-learning modules, and presentations.

Maintain and Update Customer Service (CS) Resources:

• Regularly audit and revise CS documentation, FAQs, product guides, and internal knowledge bases to ensure accuracy, consistency, and alignment with current product offerings.
• Collaborate with R&D to gather relevant updates and feedback.

Design and Implement Training Strategies and Programs:

• Assess current skill levels and training needs through gap analyses, feedback, and performance data with Customer Service Manager.
• Develop and execute training plans that support career development, product knowledge, customer service excellence, and operational efficiency.
• Draft, review, and maintain SOPs, training manuals, and policy documentation to ensure consistency.

Collaboration on Proofing and Quality Control of Product Packages:

• Work closely with R&D and Creative Services to review and validate packaging content, including claims, instructions, and nutritional details, ensuring compliance with brand standards and regulatory guidelines.
• Provide feedback and support revisions for packaging materials prior to finalization.
• Be familiar with AAFCO and pet food compliance, and support the product registration process, including preparation, submission, and maintenance of documentation in alignment with evolving regulatory requirements.

Support Technical Service Projects:

• Assist with data entry tasks related to product formulations, feeding studies, technical documents, and other test results.
• Function as a basic nutritional consultant by offering informed recommendations on feeding guidelines, ingredients, and nutrition-related customer inquiries.
• Coordinate necessary edits across teams and updating corresponding PDF documents and resources.
• Support the procurement and supplier management teams in ensuring quality and compliance standards for ingredients.

Onboarding New Hires:

• Facilitate structured onboarding programs for new team members, ensuring they are equipped with foundational knowledge, tools, and resources to succeed in their roles.
• Conduct orientation sessions covering company values, product knowledge, systems training, and workflow processes.

Assist Customer Service:

• Respond to customer inquiries via phone, email, and chat on an as-needed basis, particularly for escalated or complex cases requiring in-depth product knowledge or specialized handling.
• Collaborate with Customer Service representatives to identify training gaps and provide coaching or resources to improve service quality and consistency.
• Champion a culture of continuous learning by delivering regular training opportunities and maintaining updated learning resources.

Skills Required:

• Data Entry & Documentation
• Foundational knowledge of nutrition, specializing in dogs, cats, and pet food
• Technical Writing
• Cross-functional Collaboration (R&D, Creative Services, Customer Service Teams)
• Excellent Communicator
• Presentation & Facilitation (confident leading in-person or virtual training sessions for individuals or groups)
• PDF Editing
• Layout Design (comfort with visual design tools for formatting visually appealing resources, such as PowerPoint presentations, and materials)
• Resource/Content Creation (training resources, programs, etc.)

Qualifications:

• Bachelor of Science in Animal Science, Biology, Biochemistry, Chemistry or equivalent
• 5 years of Industry Experience
• Strong attention to detail and organizational skills
• Ability to manage multiple tasks and deadlines in a fast-paced environment.
• Effective communication and customer service skills
• Strong proficiency in Microsoft Office, Hubspot, Adobe, Trello, and Excel
• Familiarity with AAFCO guidelines and standards
• A collaborative mindset with the ability to work independently and take direction