DX Customer Service Specialist

Scorpion Therapeutics; Trenton (NJ); On-site; USD 55,000 - 75,000; Full time

Job summary

Scorpion Therapeutics is seeking a Diagnostics Customer Service Specialist to manage order processing, SAP records, and customer inquiries. You will handle contracts, pricing parameters, and coordination with Marketing, Finance, and Logistics to ensure accurate and timely fulfillment.

The role requires a bachelor’s degree or 5 years’ equivalent experience in Customer Service/Operations, plus 1 year in Zoetis Veterinary Customer Service.

Qualifications

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

Responsibilities

• Process contracts in SAP and ensure required information is captured.
• Process orders via phone, fax, EDI, CPQ, and email.
• Coordinate shipments and product allocation with cross-functional teams.
• Resolve customer inquiries and research/resolve account issues.
• Maintain daily phone coverage and meet phone metrics.
• Assist Sales/Marketing with internal service.

Skills

Analytical skills

Organizational skills

Verbal communication

Written communication

Customer service

Problem solving

Process improvement

Education

Bachelor’s degree or 5 years equivalent Customer Service/Operations experience

Tools

SAP ECC

Job description

Diagnostics Customer Service Specialist

Duties

• Process contracts in SAP and ensure required information is captured.
• Process orders via phone, fax, EDI, CPQ, and email.
• Ensure transactions follow existing pricing, marketing, and/or policy parameters.
• Execute end-to-end order/billing processing through invoicing, considering customer needs, lead times, and contractual/legal requirements.
• Assist Logistic Centers with SKU serial/lot and location adjustments, inventory issues, and special events.
• Coordinate shipments and product allocation with Marketing Managers, Finance, and Logistic Centers to maximize fulfillment.
• Contribute to development, review, and adherence to SOPs and compliance for Customer Service functions.
• Serve as liaison and primary point of contact for Diagnostics Field Force and customers.
• Assist sales/marketing with internal service.
• Resolve customer inquiries and research/resolve customer account issues.
• Review and update SAP equipment records.
• Review/process return authorizations per Zoetis Returns Goods Policy.
• Support field resources (FFO, CPQ).
• Maintain daily phone coverage and meet phone metrics.
• Participate in developing marketing offer parameters.
• Complete ongoing training and customer service initiatives to maintain product knowledge.
• Perform outbound calling with Promotional Response Team campaigns.
• Other duties as assigned.

Qualifications

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

Skills/Requirements

• Microsoft Office Suite; Internet Explorer.
• Analytical/organizational skills; attention to detail and accuracy.
• Verbal and written communication.
• Customer service, problem-solving.
• Process-oriented; able to help create procedures/workflows.

Physical/Other

• Ability to sit/stand and speak for long periods.
• Phone coverage 8:30–5 as scheduled.
• Less than 5% travel.