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 in to any customer interaction to quickly produce positive results. Impeccable customer service is top priority.
Ability to 'Delight the Customer' in all interactions by:
Delivering first line 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
Answer approximately 80-120 inbound calls daily from customers, pet owners and field colleagues while accurately processing orders.
Process all customer orders (phone, fax, email and electronic) with accuracy and efficiency in SAP
Execute outbound calls as assigned for specific marketing/sales/business strategy campaigns
Assess customer information and apply required up-selling techniques to effectively satisfy a customer's needs leveraging value and benefits to meet departmental and company sales goals.
Field customer billing inquiries and payment requests, including:
Research and resolve customer questions and concerns regarding statements, invoices, and account balances with accurate billing
Research and resolve customer deductions, including solving for discrepancies, in accordance with Zoetis policies
Handle customer credit card payments, maintaining PCI compliance in all transactions
Provide invoices, statement, and packing slip reprints as requested
Liaison with the Credit & Collections, Customer Service, Customer Master Data and Returns Centers on transactions affecting their areas
Provide first level support to Online Billing Portal
Facilitate customer returns and manage customer disputes by initiating credits and debits
Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
Demonstrate team focus by participating in department sales challenges
Liaise with internal Operations, Marketing, Sales and Logistics teams to ensure appropriate information is communicated to exceed customer needs
Provide first level support for multiple Zoetis online platforms assisting with registrations, site navigation and escalating issues as needed
Support various web-based marketing programs by assisting consumers with site navigation, rebate status and general inquiries, documenting in administrative tool
Maintain working knowledge of Zoetis prescription, over the counter and controlled drugs as well as competitor information.
Participate in ongoing training and departmental meetings in order to maintain strong knowledge of products, programs, policies and procedures.
Exemplify the Zoetis Values: Our colleagues make the difference, Always do the right thing, Customer Obsessed, Run it like you own it, We are one Zoetis
Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
Utilize Genesys phone system with ease and efficiency
Consistently achieve departmental performance requirements
Maintains compliance with all Zoetis standards, controls, policies and practices
Perform other duties as assigned by Customer Service Management Team
Qualifications (i.e., preferred education, experience, attributes)
Associate or Bachelor's degree highly preferred. High school diploma required.
Minimum 1 year experience in a customer service related field required
Hiring shift 11:30AM 8PM with the potential to move to other available shifts based on department staffing needs. Customer Service team is open 8:30AM-8PM.
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
Strong leadership skills
Proficient in Microsoft Office suite and web-based applications
Working knowledge of SAP preferred
Zoetis is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Zoetis Colleague Services at firstname.lastname@example.org to request an accommodation. Zoetis also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for Zoetis. Zoetis retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that Zoetis seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at www.Zoetis.com/careers site, or (2) via email to/from addresses using only the Zoetis domain of "@zoetis.com". In addition, Zoetis does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with Zoetis via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, Zoetis will never ask candidates to make any type of personal financial investment related to gaining employment with Zoetis.