Customer Care Senior Associate (Hybrid)

Job Description

Job Summary

This position reports to the Associate Director of Distribution and Channel Partners in Customer Care for Animal Health. The individual is responsible for ensuring high-level customer care to assigned accounts, supporting the daily needs and functions of the team, and assists with interviewing, mentoring, training, and process improvements.

Required to work collaboratively with Complex Support teams including but not limited to Marketing, Sales, Account Management, E-commerce, PV, BSC, and IT support.

Primary Duties and Responsibilities

• Provide enthusiastic customer care through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire to help

• Proven ability to build strong and sustainable relationships with Key Accounts through effective account management and personalized service, acting as the single point of contact for assigned accounts

• Surpass Distributor and Channel Partner expectations by prioritizing their needs, genuinely caring about the customer’s process, and solving issues proactively

• Ensure training, process, and procedural documents are up to date

• Proficient in SAP, with an understanding of EDI

• Act as a liaison with supply chain, logistics, marketing, and other Animal Health business units to ensure needs are met

• Work closely with Animal Health's logistics teams to ensure accurate and timely deliveries

• Drive collaboration and partnership with National Area Managers, Functional Area Leaders, and Business Unit Leads

• Provide special project support, and support customer partnership initiatives

• Propose innovative solutions to drive internal process improvement

• Develop a thorough understanding of Animal Health products and service offerings to help identify cross/upselling opportunities

• Address customer inquiries and product support, and identify and provide additional features and service offerings

• Resolve billing issues and appropriately disburse adjustments along Animal Health policy

• Maintain compliance with Animal Health’s terms and conditions of sale, laws, regulations, and policies

Key Competencies

• Detail-oriented, proactive, and conscientious with a commitment to self-improvement

• Ability to provide accurate information to both internal and external customers

• Utilize account management tools to document service for future reference

• Actively listen and troubleshoot to provide superior customer experiences

• Excellent written and verbal communication skills

• Proficient typing and computer navigation skills

• High sense of urgency and multitasking

• Deliver against key customer targets

• Technical aptitude

Key Stakeholders

• Internal:  Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization

• External:  Distributors and Channel Partners

Required Qualifications

• 5+ years of Customer Care or related experience

• 2+ years of SAP experience

• Knowledge of EDI

• Must live in Omaha, NE, or surrounding areas

• Must have a dedicated workspace at home with solid/reliable internet

Preferred Qualifications

• Bachelor’s degree

• Distribution & Channel Partners experience

• 10+ years of Customer Care or related experience

• 5+ years of SAP experience

• 2+ years of EDI experience

#MSJR

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your