Associate Customer Experience Specialist

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 into any customer interaction to quickly produce positive results. Impeccable customer service is top priority.

Hiring shift 10:00AM - 6:30 PM with the potential to move to other available shifts based on department staffing needs. Customer Service team is open 8:30AM-6:30PM.

Job Description:

• Ability to `Delight the Customer' in all interactions by:
• Delivering first line of customer support, providing a personalized customer experience through easy, efficient, and enthusiastic interactions that allow our customers to accomplish their goals.
• Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail.
• Providing superior customer service and remaining solution-driven with all customers
• Ensuring timely and successful delivery of our products according to customers' needs
• Answer approximately 80 inbound calls, chat, emails 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:

• Research and resolve customer questions and concerns regarding statements, invoices, and account balances with accurate billing.
• Research and resolve customer deductions, including solving for discrepancies, in accordance with Zoetis policies.
• Handle customer credit card payments, maintaining PCI compliance in all transactions.
• Provide invoices, statement, and packing slip reprints as requested.
• Liaison with the Credit & Collections, Other Customer Service teams, Customer Master Data and Returns Centers on transactions affecting their areas.
• Provide support to online technical issues
• Assist with Petcare Rewards calls as needed
• Facilitate customer returns and manage customer disputes by ini

  About Zoetis
  
  At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

  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.

  Global Job Applicant Privacy Notice