Customer Care Associate (Hybrid)

Job Description

Job Summary

This position reports to the Associate Director of Distribution and Channel Partners in Customer Care for our company's Animal Health. This individual will be responsible for ensuring customer service needs are met in the organization, coordinating order management activities, and engaging with other areas of our company to address and manage business and processes.

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

Primary Duties and Responsibilities

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

• Build sustainable relationships through effective account management

• Take and process phone and EDI orders

• Utilize SAP and possess the ability to navigate systems

• Identify and resolve key customer logistics issues

• Address customer inquiries and product support, and identify and provide additional features and service offerings including cross/upselling opportunities

• Resolve minor billing issues and appropriately disburse adjustments in line with our company's Animal Health policy

• Allocate inventory to customers if shortages exist pre-SAP

• Act as a liaison between customers and internal organizations (Marketing, Logistics and Warehouse, Finance, Credit, etc.) to address key operational issues.

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

• Deliver against key customer service targets

• Embody elements of a high-performing culture: focused, accountable, opportunistic, and engaged

• Ability to work in a team environment

• 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

Key Stakeholders

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

• External – Distributors and Channel Partners

Required Qualifications

• 3 years of Customer Care or related experience in an office setting

• Knowledge of SAP

• Must live in Omaha, NE, or surrounding areas

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

Preferred Qualifications

• Bachelor’s degree

• 5+ years of Customer Care experience

• 2+ years of SAP experience, particularly in Order to Cash components

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