Role Description
The role of a Customer Relations Specialist is to oversee high potential, Corporate & Specialty and risk accounts to provide a more personalized support. This role has an enhanced focus on addressing key accounts and risk of defection accounts with unique requirements.
Customer Relationship Management
- Serve as the primary point of contact for assigned ZRL customers
- Deliver personalized support tailored to the specific needs of key accounts, ensuring a high level of customer satisfaction
- Develop strong relationships with key accounts to foster loyalty and long-term engagement.
- Focus on addressing key accounts and accounts at risk of defection, identifying and resolving issues promptly.
Customer Communication & Issue Resolution
- Answer and make inbound and outbound calls and emails to provide exceptional support to high-potential, corporate and specialty, and risk accounts.
- Collaborate with internal teams to ensure comprehensive understanding and resolution of client concerns.
- Facilitate customer disputes by initiating credits and debits
- Provide timely and effective solutions to customer inquiries and issues, ensuring a positive customer experience.
Account Monitoring, Reporting & Order Management
- Process orders and monitor account activity to ensure timely and accurate fulfillment.
- Monitor account activity to proactively identify potential risks and opportunities for enhanced support.
- Report out of SAP/Vendor platform, LadDAQ, Medialab, etc. handling ad-hoc requests from channel/sales, corporate and specialty and management often with limited direction and oversight
- Maintain detailed records of customer interactions and follow-up actions to ensure continuity of service
Cross-Functional Collaboration & Support Development
- Work closely with Marketing, Sales, and Corporate and Specialty accounts to identify accounts that require specialized support.
- Collaborate with Marketing, Customer Service Managers, and ZTD to assist in the development of specialized tools geared towards supporting unique situations identified by working with these accounts.
Compliance, Training & Administrative Tasks
- Consistently achieve departmental performance requirements
- Maintains compliance with all Zoetis standards, controls, policies and practices
- Participate in on-going training and Customer Service initiatives, acquiring and maintaining a full knowledge of products and their use in order to detail features and benefits to current and potential customers and provide answers to customer inquiries.
- Perform other duties as assigned by Customer Service Management Team
Education and Experience Requirements
- Associate or Bachelor’s degree or 3-5 years comparable experience. High school diploma required.
- Minimum 1 year experience in a customer service-related field required
- Experience in the veterinary field, including an understanding of veterinary diagnostic testing preferred
- Knowledge of SAP, Salesforce, and/or LIS preferred
Technical Skills Requirements
- Proficient in Microsoft Office suite and web-based applications
- Possess a positive, outgoing, ‘Delight the Customer’ attitude in all interactions
- Ability to work independently and as part of a team
- Strong work ethic; willing to go the extra mile to deliver quality work
- Excellent written and oral communication skills, especially over the telephone – both internally and externally
- Exceptional time management skills
- Ability to multitask and prioritize work
- Effective problem solving and analytical skills
Physical Position Requirements
- Ability to sit or stand for extended periods of time
- Ability to talk on the phone for extended periods of time
- Some travel required < 10%
The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (Colorado). Base pay may vary based on location and other factors.
Base Pay Range: $29.20 -$38.00
The following base pay range reflects the anticipated base pay for this position if a selected candidate were to be located in (California), (NJ Remote), (NY Remote), or (Washington). Base pay may vary based on location and other factors.
Base Pay Range: $33.50 – $40.00
We offer a competitive and comprehensive benefits package, which includes healthcare, dental coverage, and retirement savings benefits along with paid holidays, vacation and disability insurance
Full time
Regular
Colleague
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at [email protected] to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of “@zoetis.com”. In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.
