Summary of the Position: The Customer Care & Support Representative is responsible for providing incoming/outbound call center support for consumer and veterinary customers.
Roles and Responsibilities:
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Answer inbound calls.
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Categorize all incoming calls.
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Consistently make outbound calls as assigned to new and existing accounts to develop relationships and increase sales.
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Promote the monthly specials, Loyalty Program, Clinic Staff program, along with lunch and learns on all inbound and outbound calls with clinics.
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Promote the new consumer loyalty program and the monthly special on all inbound and outbound calls.
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Upsell and promote new products on all calls inbound and outbound.
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Escalate calls as necessary to Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
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Process customer orders.
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Setting-up new accounts in SAP (obtain required license vet professional or consumer professional.)
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Process literature requests using the Literature Database.
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Process premium requests in Imagic.
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Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
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Possess knowledge of veterinary and consumer product line.
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Must possess knowledge of current product information, pricing and special programs
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Complete all assigned training in the timeframe specified.
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Monitor company website and report any issues identified to Team Leader.
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Provide feedback on current issues to your Team Leader on a monthly basis.
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Process and following up with trade show leads for veterinary and consumer division
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Process return authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures
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Process and document information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints and have a working knowledge of all Standard Operating Procedures.
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Respond to "After Hours" messages by returning the call within the same day received to answer questions and/or placing orders etc.
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Process Nutramax store and Vet EZ store orders as assigned.
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Enroll accounts into the Loyalty Program.
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Manage special program requests as assigned (IAADP, Guiding Eyes for the blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
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Effectively build relationships and support the Regional Sales Managers as assigned.
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Manage materials for regional trade shows, lunch and learns and dinner meetings
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Maintain contact information of distributor representatives provided by the National Sales Manager.
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Ensure distributor representatives are aware of current literature, premiums and in house programs
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Complete all Projects assigned by the date specified.
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Assist consumer and veterinary business units with company sponsored events.
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Must be willing to cross train as needed to assist with department productivity.
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Must be able to effectively communicate with other departments and function within a team environment.
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Regular attendance is required
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Perform other assigned duties as may be required within meeting company objectives
Minimum Requirements: This position requires a high school diploma or GED. Candidate must possess two years of experience in a professional customer service call center environment. Possessing outbound call experience is a plus. Candidate must have exceptional telephone skills and written/oral communication skills required. Candidate must have a strong attention to detail with exceptional organization skills. Candidate must be able to multi-task. Strong interpersonal skills and the ability to work well in a team environment required. MS Office Suite proficiency required.
Education and Experience: H.S. diploma or equivalent
Supervisory Responsibilities: None