DX Customer Service Specialist

Zoetis•US NJ Remote, NJ

17h•$54,000 - $88,000•Onsite

About The Position

This role will provide optimal customer service support to Zoetis Diagnostic Field Force and Customers. The Diagnostics Customer Service Specialist (DCSS) is responsible for the execution and follow-up of customer contracts and orders, ensuring that all information is properly maintained and that correct products are supplied to customers on time and in full. This requires multiple contacts with external and internal customers and with a network of supply chain partners. The DCSS acts as a central point of contact for the Dx Field Force to resolve or assist in resolving any issue.

Requirements

Bachelor’s degree or 5 years of equivalent Customer Service/Operations experience
Minimum of 1 year Zoetis Veterinary Customer Service or equivalent experience required
Full understanding and use of SAP/ERP functions (i.e., SAP ECC environment)
Knowledge of Zoetis accounts, products, pricing and programs preferred
Microsoft Office Suite and Internet Explorer applications
Analytical and organizational skills
Attention to detail and a high degree of accuracy
Verbal and written communication
Customer Service skills
Problem-solving skills
Process oriented, able to contribute in creating new procedures and workflows
Ability to sit/stand and speak for long periods of time
Ability to provide phone coverage between 8:30-5, as needed based on department scheduling
Less than 5% travel

Responsibilities

Process contracts in SAP, ensuring all proper information is captured.
Assist customers by processing orders via phone, fax, EDI, CPQ and email.
Ensure all transactions fall within existing pricing, marketing and/or policy parameters established by Finance, Sales, and Marketing.
Execute order or billing processing from receipt of the order through invoicing to the final customer, taking into account customer needs, agreed lead times, contractual and legal requirements.
Assist Logistic Centers on functions such as SKU serial lot and location adjustments, out of balance inventory, special events and other pertinent information.
Coordinate shipments and product allocation with Marketing Managers, Finance and Logistic Centers to maximize order fulfillment.
Participate in the development, on-going review and adherence to SOPs and compliance for all functions performed within Zoetis Customer Service.
Act as Zoetis liaison and primary point of contact for the Diagnostics Field Force team and customers.
Assist sales and marketing colleagues by providing internal service.
Engage in problem resolution relative to all customer inquiries.
Research and resolve customer account issues.
Assist in reviewing and updating SAP equipment records.
Review and process customer requests for authorization to return product according to Zoetis Returns Goods Policy.
Provide support for field-specific resources (i.e., FFO, CPQ).
Understand and utilize contact center telephony package and follow assigned work schedules to ensure daily phone coverage is maintained and phone metrics are achieved.
Participate in the development and the setting of parameters for marketing offers related to current work assignments.
Participate in on-going training and Customer Service initiatives, acquiring and maintaining a full knowledge of products and their use to detail features and benefits to current and potential customers and provide answers to customer inquiries.
Perform outbound calling to customers in coordination with Promotional Response Team campaigns and the needs of the business.
Other duties as assigned.