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States considered: PA, NJ, DE - this is a local (non-remote position) so applicants must be willing to travel to the Malvern Office when needed.
Role Description
Position Purpose
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.
Job Description
Ability to 'Delight the Customer' in all interactions by:
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:
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 Five9 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)
Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.
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 [email protected] 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.