[Hiring] Associate Customer Experience Specialist @Zoetis

Role Description

Our company focus is delivering exceptional service, and you will play an integral role in that effort. We need team players who are passionate about customer service and possess a “run it like you own it” mentality.

The role of a Zoetis Customer Experience Specialist is to positively influence and delight customers in all interactions with the company. Customer Experience Specialist must be able to jump into any customer interaction to quickly produce positive results. Impeccable customer service is top priority.

Hiring shift 10:00AM - 6:30 PM with the potential to move to other available shifts based on department staffing needs. Customer Service team is open 8:30AM-6:30PM.

Ability to Delight the Customer in all interactions by:

• Delivering first line of customer support, providing a personalized customer experience through easy, efficient, and enthusiastic interactions that allow our customers to accomplish their goals.
• Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail.
• Providing superior customer service and remaining solution-driven with all customers.
• Ensuring timely and successful delivery of our products according to customers' needs.
• Answering approximately 80 inbound calls, chat, emails daily from customers, pet owners and field colleagues while accurately processing orders.
• Processing all customer orders (phone, fax, email and electronic) with accuracy and efficiency in SAP.
• Executing outbound calls as assigned for specific marketing/sales/business strategy campaigns.
• Assessing customer information and applying required up-selling techniques to effectively satisfy a customer's needs leveraging value and benefits to meet departmental and company sales goals.
• Fielding customer billing inquiries and payment requests, including:
  • Researching and resolving customer questions and concerns regarding statements, invoices, and account balances with accurate billing.
  • Researching and resolving customer deductions, including solving for discrepancies, in accordance with Zoetis policies.
  • Handling customer credit card payments, maintaining PCI compliance in all transactions.
  • Providing invoices, statement, and packing slip reprints as requested.
  • Liaising with the Credit & Collections, Other Customer Service teams, Customer Master Data and Returns Centers on transactions affecting their areas.
• Providing support to online technical issues.
• Assisting with Petcare Rewards calls as needed.
• Facilitating customer returns and managing customer disputes by initiating credits and debits.
• Educating customers on Zoetis product, service, and program offerings, following up with additional information when necessary.
• Demonstrating team focus by participating in department sales challenges.
• Liaising with internal Operations, Marketing, Sales and Logistics teams to ensure appropriate information is communicated to exceed customer needs.
• Providing first level support for multiple Zoetis online platforms assisting with registrations, site navigation and escalating issues as needed.
• Supporting various web-based marketing programs by assisting consumers with site navigation, rebate status and general inquiries, documenting in administrative tool.
• Maintaining working knowledge of Zoetis prescription, over the counter and controlled drugs as well as competitor information.
• Participating in ongoing training and departmental meetings in order to maintain strong knowledge of products, programs, policies, and procedures.
• Documenting customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience.
• Utilizing Five9 phone system with ease and efficiency.
• Consistently achieving departmental performance requirements.
• Maintaining compliance with all Zoetis standards, controls, policies, and practices.
• Performing other duties as assigned by Customer Service Management Team.

Qualifications

• Associate or bachelor's degree highly preferred. High school diploma required.
• Minimum 1 year experience in a customer service-related field required.
• Possess a positive, outgoing, 'Delight the Customer' attitude in all interactions.
• Able to work both in a team environment and independently.
• Able to adapt and be flexible in various situations.
• 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 and ability to multitask and prioritize work.
• Effective problem solving and analytical skills.
• Sales skills with the ability to influence customers preferred.
• Proficient in Microsoft Office suite and web-based applications.
• Working knowledge of SAP preferred.

Requirements

• The U.S. base salary range for this full-time position is $19.70 - $30.22.
• Our salary ranges are determined by role, level, and location.
• Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Benefits

• Comprehensive benefits package that supports the physical, emotional and financial wellbeing of our colleagues and their families including healthcare and insurance benefits beginning on day one.
• 401K plan with a match and profit-sharing contribution from Zoetis.
• 4 weeks of vacation.