Customer Care Senior Associate - Livestock Monitoring (Remote)

Job Description

Job Summary

This position reports to the Associate Director of Direct & Professional in Customer Care for our company's Animal Health. The individual is responsible for supporting the daily needs and functions of the livestock monitoring channel.

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 for customer resolutions.

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

• Proficient in SAP, Service Cloud, and Microsoft applications

• 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 our company's 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.

• Ensure appropriate & timely warranty product replacements.

• Resolve billing issues and appropriately related to service and subscription models.

• Maintain compliance with our company's 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

• Salesforce Case Management

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

Preferred Qualifications

• Bachelor’s degree

• Dairy & Livestock industry knowledge

• 5+ years of Customer Care or related experience

• 5+ years of SAP experience

• 2+ years of EDI experience

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 HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders).  Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their prem