DX Customer Service Specialist

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.

Responsibilities

• Contract and Order Processing
  • 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, considering customer needs, agreed lead times, contractual, and legal requirements.
  • Assist Logistic Centers with 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, ongoing review, and adherence to SOPs and compliance for all functions performed within Zoetis Customer Service.
• Service Internal/External Customers
  • 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 (e.g., FFO, CPQ).
• Other
  • 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 setting of parameters for marketing offers related to current work assignments.
  • Participate in ongoing training and Customer Service initiatives, acquiring and maintaining 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.

Requirements

• Bachelor's degree or 5 years of equivalent Customer Service/Operations experience.
• Minimum of 1 year of Zoetis Veterinary Customer Service or equivalent experience required.
• Full understanding and use of SAP/ERP functions (e.g., SAP ECC environment).
• Knowledge of Zoetis accounts, products, pricing, and programs preferred.

Skills

• 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 to creating new procedures and workflows.

Physical Position Requirements

• Ability to sit/stand and speak for long periods of time.
• Ability to provide phone coverage between 8:30 AM - 5:00 PM, as needed based on department scheduling.
• Less than 5% travel.

Pay

The U.S. base salary range for this full-time position is $54,000 - $88,000. The range reflects the base pay target for new hire salaries. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. This position is also eligible for short-term incentive compensation.

Benefits

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

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture, and commercialize vaccines, medicines, diagnostics, and other technologies for companion animals and livestock. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection, and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies, and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.