Customer Engagement Representative - Companion Animal

Cencora•USA > MI > Remote, MI

4d•Onsite

About The Position

This role is in support of Cencora's distribution services in the US operating through our AmerisourceBergen business. The Customer Engagement Representative partners with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts. This role answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues. They also initiate proactive calls to established accounts in order to grow sales revenue and develop customer loyalty. The representative will assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners, delivering excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts. They will assist accounts with questions or concerns while maintaining a professional and friendly attitude, and assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers represented. The role requires attending weekly sales meetings to stay informed on new products, industry changes, and Animal Health changes. The representative will process orders for their assigned territory, monitor backorder status for accounts, and may gather information regarding their assigned territory or accounts to share with their TM partner. They will also contact accounts to gather information, offer appropriate specials and programs, and communicate industry information that might affect or benefit the account and the Company. Support for general queue sales calls is also a responsibility. Travel requirements are minimal.

Requirements

Associate’s degree in Veterinary Technology or bachelor’s degree in an animal health field or equivalent agricultural degree is preferred.
3 years’ experience working in a veterinary clinic or 2 or more years of progressively responsible experience in an animal health call center environment is preferred.
Know the Product: Displays knowledge and proficiency in explaining, selling, and administering products; refers customers to appropriate resources within the organization.
Speak Effectively: Speaks effectively in individual or group situations (e.g. meetings, presentations, interviews) including appropriate nonverbal communications; able to recognize and present information to others; recognizes different methods for communicating the same information and selects the best method; strives for positive, high-impact delivery.
Customer Service: Is customer oriented, sensitive, and responsive to customer needs and priorities; establishes effective working relationships with customers and gains their respect and loyalty; identifies and takes appropriate action on customer needs.
Sense of Urgency: Demonstrates the ability to respond quickly to changes in day-to-day operation as it relates to department priorities.
Self Motivated: Develops work objectives and action plans for self; establishes realistic priorities, personal checkpoints and performance indicators; develops an effective strategy for reporting progress and ensuring accomplishment of goals.
Work Commitment: Pursues commitments and action plans until the desired objective is achieved or is no longer reasonably attainable; strives to achieve organizational and individual performance goals; willingly expends extra effort when necessary to get the job done.

Responsibilities

Partner with the respective Territory Manager on sales strategies to maximize revenue with assigned and prospective accounts.
Answers incoming calls from assigned accounts to take sales orders and/or handle customer service issues.
Initiates proactive calls to established accounts in order to grow sales revenue and develop customer loyalty.
Assist accounts in the research and purchase of items that are both stocked and non-stocked by Animal Health and manufacturer partners.
Deliver excellent customer service by communicating with purchasers and utilizing reference materials, as needed, to follow through with accounts.
Assist accounts with questions or concerns while maintaining a professional and friendly attitude.
Assist accounts with the return of incorrect or damaged merchandise within the guidelines established by Animal Health and the manufacturers we represent.
Attend weekly sales meetings to keep informed on new products, changes within the industry, and changes within Animal Health.
Process orders for assigned territory
Monitor backorder status for accounts.
May gather information regarding assigned territory or accounts and share any necessary information with TM partner
Contact accounts to gather information, offer appropriate specials and programs, and communicate industry information, which might affect or benefit the account and the Company.
Support general queue sales calls.