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Nutramax Laboratories
Veterinary Customer Support Representative (10:30am - 7pm)Nutramax Laboratories • Scotland, GB
Veterinary Customer Support Representative (10:30am - 7pm)

Veterinary Customer Support Representative (10:30am - 7pm)

Nutramax Laboratories • Scotland, GB
30+ days ago
Job type
  • Full-time
Job description

Overview

Veterinary Customer Support Representative (10:30am - 7pm) is responsible for providing incoming call center support for consumer and veterinary customers.

Responsibilities

  • Answer inbound calls and categorize each call.
  • Respond to all inbound emails, chats, and social media on all platforms for the company.
  • Promote the monthly specials, and the Clinic Staff program, on all inbound calls with clinics.
  • Upsell and promote new products on all inbound calls.
  • Escalate calls as necessary to the Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
  • Process customer orders.
  • Set up new accounts in SAP (obtain required license vet professional or consumer professional).
  • Process premium requests in Imagic.
  • Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
  • Possess and retain knowledge of veterinary and consumer product lines.
  • Maintain knowledge of current product information, pricing and special programs.
  • Complete all assigned training within the specified timeframe.
  • Monitor the company website and report any issues identified to Team Leader.
  • Process returns authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures.
  • Process and document information for the initiation of Suspected Adverse Events and Customer Complaints; understand all Standard Operating Procedures.
  • Respond to "After Hours" messages by returning calls within the same day to answer questions or place orders.
  • Process Nutramax store and Vet EZ store orders as assigned.
  • Manage special program requests as assigned (IAADP, Guiding Eyes for the Blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
  • Complete all projects assigned by the specified date.
  • Be willing to cross-train as needed to assist with department productivity.
  • Communicate effectively with other departments and work well in a team environment.
  • Regular attendance is required.

Qualifications

  • Minimum Education: High school diploma or GED.
  • Experience: Two years in a professional customer service call center environment; outbound call experience is a plus.
  • Skills: Exceptional telephone and written/oral communication skills; strong attention to detail and organizational ability; ability to multi-task; strong interpersonal skills; teamwork.
  • Technical: MS Office Suite proficiency.
  • Other: Must possess and retain knowledge of veterinary and consumer product lines, current product information, pricing and special programs.

Education and Experience

  • H.S. diploma or equivalent

Employment type

  • Full-time

Job function

  • Customer Service

Industries

  • Manufacturing and Veterinary Services
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Veterinary Customer Support Representative (10:30am - 7pm) • Scotland, GB

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