Customer Relations Specialist

zoetis; Cork; On-site; EUR 30,000 - 38,000; Full time

Job summary

Zoetis in Ireland is seeking a proactive frontline support specialist to assist veterinary clients by phone and email, entering orders, maintaining CRM/LIMS data, and resolving inquiries. You will work closely with Lab Operations, Pathology, and Logistics to ensure timely service.

The role requires strong communication, rigorous data hygiene, and the ability to manage multiple tasks while meeting SLAs. Some site-specific responsibilities apply, and a full-time schedule is expected.

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.

Responsibilities

• Deliver first-line support via phone and email; document contacts in HubSpot/LIMS and meet SLAs.
• Process orders and updates in LIMS; handle billing inquiries and credits/debits per policy.
• Create and maintain client accounts in HubSpot/LIMS; validate addresses for Pathport/MediLIMS access.
• Perform pre-invoice billing code QA and support month-end checks.
• Triage data issues (merges, naming, referrals) with GDPR compliance.
• Coordinate courier pickups with Logistics and track send-away shipments.
• Notify clients of delays and ensure resolution follow-through.
• Maintain knowledge of test menus; participate in training and improvements.
• Serve as lab liaison to site leaders as needed.

Skills

Customer service

Communication

Time management

Problem-solving

Education

GCSEs or equivalent

Tools

Microsoft 365

CRM/LIMS

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