Customer Service & Sales Representative

Virbac•Westlake, OH

About The Position

Experiencing together a unique human adventure Animal health is key to the health of the planet. Working at Virbac means taking part in a unique human adventure in which the engagement of each individual contributes to its evolution. Encouraging internal mobility between positions and countries, offering individual development plans and building a partnership based on trust between managers and employees are as many perspectives of motivation for our teams. We also offer them a work environment conducive to exploring new territories and balancing their professional and personal lives. Finally, fostering their engagement to animal health also means listening to them and helping them to acquire new skills, preparing them for the challenges of tomorrow and encouraging them to contribute to an ever more responsible approach to our business. Communicate and persuade veterinary professionals about the characteristics and benefits of Virbac Products and Services, to gain commitment to test, use and recommend them. This role focuses on maximizing customer satisfaction and retention by ensuring product adoption. Highlighting the features and benefits of Virbac products and services to veterinarian professionals in order to gain commitment. This involves building strong customer relationships, assisting with ordering, customer onboarding, providing training, and resolving issues. They serve as a liaison between the customer and the company, helping customers achieve desired outcomes and derive value from products. This role will primarily support identified customers with product placements, orders, and timeliness, and responding to regional leads.

Requirements

Previous 3+ years experience in customer services or sales, telemarketing, or a similar customer-facing role is preferred.
Excellent customer focused communication skills.
Experience in leveraging CRM and data analytics for identifying potential customers and product needs.
Excellent organizational and time management skills with ability to work in a fast-paced environment.
Demonstrate the ability to coordinate a high level of activity under a variety of conditions and constraints with a high degree of accuracy.
Strong Google Suite skills, utilizing sheets and docs, experience with SalesForce a plus.
Ability to problem solve with customers about products in a non-technical format.
Strong interpersonal and networking skills.
Team player comradery mindset.
Confident and compassionate about helping others in need.

Nice To Haves

Experience as a veterinary technician is highly preferred.
Experience in the animal health industry is a plus.

Responsibilities

Generate new and repeat sales by providing product and technical information to veterinary practice associates
Track and report activity via Customer Relationship Management database, regular reports and territory records
Implement Virbac selling skills and techniques that lead to sales and stronger relationships
Demonstrates a customer-centric approach with the ability to build rapport while utilizing excellent verbal and written communication skills with customers to convey information effectively.
Escalates issues and concerns to the appropriate level or department within the organisation when needed.
Answer questions and provide expert knowledge about the brands and products to effectively guide and support customers with their orders and sales.
Provides varying degrees of support based on the customer interaction and their needs, additionally based on the source of the customer for example Pet Nutrition Specialist, Companion Animal A&B accounts, Companion Animal C&D Accounts, and Companion Animal Whitespace accounts.
Deliver great customer service and information sharing through virtual lunch and learn sessions with customers throughout the assigned territory.
The ability to close sales through deepening customer relations and product utilization, lead generation, or CRM identification.
Use database and customer knowledge to segment customers and build focus on high potential veterinary practices.
Communicate with outside Territory Managers any opportunities that will help build relationships and business with all of our animal health partners.
The ability to analyze issues, identify root causes, and develop creative solutions is vital for resolving customer problems.
Managing multiple customer accounts, prioritizing tasks, and meeting deadlines are important for efficiency.
Grow assigned territory revenue to achieve high performance sales targets by prospecting new and existing accounts for opportunities to sell products to drive growth.
Demonstrates enthusiasm around achieving results and consistently reaches outcomes.
Monitors customer usage, satisfaction, and retention metrics to assess the effectiveness of customer success efforts through data available in SalesForce.
Identifies and manages leads and at-risk customers within an assigned region while taking proactive steps to engage, address concerns, and prevent customer churn.
Consistently reviews customer accounts and transactions within assigned region while resolving issues and working with cross functional partners like Marketing, Pet Nutrition Sales, or Distribution.
Work proactively with internal departments such as marketing, finance, and warehouses to ensure alignment and success.
Collaborates with a sales team to create better methods to address customer complaints and manage lead generation to successful order.
Has a positive attitude that helps to improve the motivation of other team members and of the team as a whole.
Proactively shares best practice, ideas and insights with colleagues, wherever they are based.
Supports decisions outside the team environment and speaks favourably about the contribution of others.