Customer Service Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service support to the Zoetis Diagnostic Field Force and clients.

• Execute and monitor customer contracts and orders, ensuring accurate information is maintained and products are delivered on time and completely.

• Process contracts using SAP and ensure all relevant information is captured accurately.

• Handle customer orders through phone, fax, EDI, CPQ, and email.

• Ensure all transactions adhere to pricing, marketing, and policy guidelines.

• Manage the order and billing process from receipt to invoicing for the final customer.

• Assist Logistics Centers with SKU serial lot adjustments, inventory discrepancies, special events, and related information.

• Coordinate shipments and product allocation in collaboration with Marketing Managers, Finance, and Logistics Centers.

• Develop, review, and comply with Standard Operating Procedures (SOPs) and compliance requirements.

• Serve as the primary liaison and point of contact for the Diagnostics Field Force and customers on behalf of Zoetis.

• Support sales and marketing teams with internal services.

• Address customer inquiries and resolve account issues.

• Review and update SAP equipment records.

• Process product return authorization requests in accordance with Zoetis Returns Goods Policy.

• Provide support for field-specific resources like FFO and CPQ.

• Utilize contact center telephony systems and adhere to work schedules to maintain phone coverage and meet phone metrics.

• Engage in setting parameters for marketing offers.

• Participate in ongoing training and Customer Service initiatives.

• Maintain knowledge of products and articulate their features and benefits.

• Conduct outbound customer calls for Promotional Response Team campaigns and business needs.

• Undertake additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree or 5 years of relevant Customer Service/Operations experience.

• At least 1 year of experience in Zoetis Veterinary Customer Service or a similar role is required.

• Comprehensive understanding and application of SAP/ERP functions, particularly within the SAP ECC environment.

• Proficiency in Microsoft Office Suite and Internet Explorer.

• Strong analytical and organizational capabilities.

• High attention to detail and accuracy.

• Excellent verbal and written communication skills.

• Strong customer service abilities.

• Effective problem-solving skills.

• Process-oriented mindset; capable of contributing to the development of new procedures and workflows.

• Ability to sit/stand and communicate for extended periods.

• Availability to provide phone coverage from 8:30 AM to 5 PM, as needed based on departmental scheduling.

• Travel required is less than 5%.

• All applicants must possess or obtain authorization to work in the US for Zoetis.

🏝️ Benefits

• Short-term incentive compensation.

• Healthcare and insurance benefits starting from day one.

• 401K plan with matching contributions and profit-sharing from Zoetis.

• Four weeks of vacation.

• Employee well-being support, which includes health, financial wellness, and family and lifestyle resources.

• Reasonable accommodations for individuals with disabilities.