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

Nutramax Laboratories; Lancaster; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading veterinary services provider in Lancaster is seeking a Veterinary Customer Support Representative to handle incoming calls and various customer service inquiries. Responsibilities include promoting products, processing orders, and ensuring excellent communication. Candidates should have at least two years of experience in a customer service role and be proficient in MS Office. This full-time position offers the opportunity to engage with veterinary professionals and consumers alike.

Qualifications

• Minimum of two years in a professional customer service call center environment.
• Outbound call experience is a plus.
• Must retain knowledge of veterinary and consumer product lines.

Responsibilities

• Answer inbound calls and categorize each call.
• Respond to all inbound emails, chats, and social media inquiries.
• Promote monthly specials and upsell products during calls.

Skills

Exceptional telephone and written/oral communication skills

Strong attention to detail and organizational ability

Ability to multi-task

Strong interpersonal skills

Teamwork

Education

High school diploma or GED

Tools

MS Office Suite proficiency

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