Office Supervisor and Client Care Coordinator at Anima Care… · Raleigh

Job Summary

The Office Supervisor & Client Care Coordinator is primarily responsible for overseeing front-desk operations, customer service, administrative coordination, and daily office workflow while ensuring compassionate and professional support to veterinary partners and pet families. This role serves as a key operational support position within a hub-and-spoke aftercare model, helping coordinate communication and workflow between the central crematory location and surrounding spoke locations.

The position combines leadership, customer service, office administration, and operational coordination to support the efficient and respectful care of pets throughout the aftercare process. Driving responsibilities are secondary to the role and may be required on an as-needed basis to provide operational coverage for local pickups or deliveries.

The ideal candidate is highly organized, dependable, compassionate, and comfortable working in an environment involving deceased pets, crematory operations, transportation coordination, and interaction with grieving families.

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