Customer Relations Specialist

Zoetis Spain SL; Cork; On-site; EUR 32,000 - 42,000; Full time

Job summary

Zoetis Spain SL in Cork, Ireland, is seeking a frontline client support specialist to assist veterinary customers by phone and email, handle case queries, test menus, pricing, and billing questions, and ensure accurate order entry in LIS/CRM/ERP.

You will document contacts in HubSpot/LIMS, coordinate with Lab Operations, Pathology and Logistics, maintain data hygiene, and support monthly close and GDPR compliance.

Qualifications

• GCSEs or equivalent; 1+ year customer service; veterinary diagnostics experience preferred.
• Proficiency with Microsoft 365 and CRM/LIMS; strong verbal and written communication.

Responsibilities

• Deliver first-line support with courteous, efficient interactions.
• Document all contacts in HubSpot/LIMS and meet call/email SLAs.
• Process orders and updates in LIMS; field billing inquiries.
• Create and maintain client accounts and contacts in HubSpot/LIMS.
• Validate addresses/contacts to enable Pathport/MediLIMS access.
• Coordinate courier pickups and missed collections with Logistics.

Skills

Customer service

Communication

Problem solving

Microsoft 365

Teamwork

Education

GCSEs or equivalent

Tools

CRM/LIMS

HubSpot

LIS

Job description

Role Description

Frontline support for veterinary clients via phone and email; manage case queries, test menus, pricing, additional tests, and billing questions; ensure accurate order entry in LIS/CRM/ERP; liaise with Lab Operations, Pathology, and Logistics.

Site-specific note: Site-specific responsibilities may apply.

Key responsibilities

Deliver first-line support with easy, efficient, and enthusiastic interactions; document all contacts in HubSpot/LIMS as appropriate and meet call/email SLAs. Process orders and updates accurately in LIMS; field billing inquiries; initiate credits/debits per policy. Create and maintain client accounts and contacts in HubSpot/LIMS; validate addresses and contacts to enable Pathport/MediLIMS access. Perform pre-invoice billing code QA; support end-of-month account checks and exception resolution. Triage and resolve data issues (patient merges, naming corrections, referral result intake) while maintaining GDPR/data protection compliance. Coordinate courier pickups and missed collections with Logistics; track send-away shipments and results to closure. Proactively notify clients of report delays or additional fixation/decals; ensure follow-through to resolution. Maintain knowledge of test menus and policies; participate in training, huddles, and continuous improvement activities. Serve as customer service and lab-liaison to work closely with site leaders, as needed.

Qualifications

GCSEs or equivalent; 1+ year customer service; veterinary diagnostics experience preferred.

Proficiency with Microsoft 365 and CRM/LIMS. Excellent verbal/written communication, time management, and problem-solving.

Physical requirements

Flexible scheduling to support service hours; ability to remain seated for extended periods.

Additional site-common responsibilities

Client account setup and data hygiene (HubSpot to Pathport/MediLIMS), including address/contact validation and GDPR-compliant corrections. Billing code QA prior to invoicing and end-of-month account checks; elevate anomalies for correction. Courier booking and missed-collection liaison with Logistics; track send-away shipments and results to closure. Support digital slide scanning when required and basic scanner troubleshooting where applicable; coordinate with Lab Accessioners. KPI reporting cadence for service quality and operational exceptions; early escalation of at-risk turnaround cases. Manage client consumable orders and shipping. Support laboratory with submission form scanning, GDPR complaint paperwork disposal, Support laboratory with sample receipt/labelling.

Role boundaries

Role boundaries: sample preparation and handling; Full time Regular Colleague.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to 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. Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.

Join Zoetis - and build your career with a global animal health company dedicated to supporting its customers and their businesses.

Why Zoetis

Zoetis has more than 60 years of experience in delivering innovative, high-quality products and services that benefit our customers.

Zoetis work environment

At Zoetis, we take pride in a collaborative spirit and high-performing environment where every colleague is given room to learn and grow.

Your opportunities at Zoetis

We invest in our people and offer diverse and exciting opportunities to make a difference in a growing global industry while shaping the future of animal health.

Results that matter

Our colleagues make an impact by working hand-in-hand with those who raise and care for animals to better understand and address the unique real-world challenges they face.