Associate Specialist, Customer Support

Job Description

Role Summary

For over 130 years, we have pioneered groundbreaking science.  Today, we are driven by continuous innovation to develop breakthrough medicines, vaccines and technology.  Rooted in direct experience on the farm and in the clinic, we work hand in hand with our customers every step of the way.

Our singular focus is to empower those who care for animals, helping them manage their vital responsibility with confidence.  Because when it comes to animal health, no one sees it like we do.

The Associate Specialist, Customer Operations Support is an entry-level professional role responsible for supporting established processes across Customer Care, Customer Master, Pricing, and Accounts Receivable/Collections.

Under the guidance of leadership, this role executes defined tasks, assists in issue resolution, maintains data accuracy, and contributes to continuous improvement efforts. The Associate Specialist works within structured workflows across platforms including CC360 (Service Cloud), Genesys, and eCommerce systems, while building foundational knowledge in customer operations, digital tools, and performance metrics.

This role is designed for skill development and progressive responsibility growth, with increasing exposure to cross-functional collaboration, systems, and process improvement initiatives.

Key Responsibilities

Execution & Operational Support

• Maintain deep expertise in end-to-end operational processes across Customer Care, Customer Master Data, Pricing, and AR/Collections, ensuring alignment with broader business objectives.
• Drive continuous improvement by identifying systemic inefficiencies, shaping process standardization, and influencing scalable solutions that enhance performance and customer experience.

Process Adherence & Data Accuracy

• Follow standard operating procedures (SOPs) and ensure compliance with defined processes.
• Maintain and validate customer and operational data to support accurate business execution.
• Identify data inconsistencies and escalate for resolution.

Digital Tools & Knowledge Management Support

• Utilize CC360 (Service Cloud) and Genesys for daily work activities.
• Assist in maintaining:
  • Knowledge articles
  • Training materials
  • Process documentation
• Ensure knowledge content is current, accurate, and accessible.

Cross-Functional Coordination

• Collaborate with internal teams including Customer Care, Finance, Pricing, eCommerce, and Logistics.
• Communicate clearly on task status, issues, and follow-ups.
• Support coordination of activities across teams to ensure timely resolution of routine issues.

Data Tracking & KPI Support

• Assist in tracking and updating predefined KPIs and reports, such as:
  • Customer response times
  • Case resolution metrics
  • Billing accuracy indicators
• Provide basic insights by identifying trends or recurring issues in data.
• Support reporting activities using available tools (e.g., Excel).

Continuous Improvement Participation

• Identify opportunities for minor process improvements or efficiency gains.
• Participate in process improvement initiatives, testing activities, and system updates.
• Support implementation of enhancements under guidance.

Scope & Impact (P1 Clarification)

• Scope: Defined tasks within Customer Operations processes
• Decision-Making: Guided; escalates non-routine issues
• Complexity: Low to moderate; focused on structured workflows
• Impact: Localized to process accuracy, data quality, and team efficiency
• Autonomy: Limited; works under direction with increasing independence over time

Qualifications & Experience

Required

• High School diploma or equivalent, Bachelor’s degree preferred
• 3 years of relevant experience in customer service, operations, or related field
• Strong attention to detail and organizational skills
• Basic problem-solving and analytical capability
• Effective communication and teamwork skills
• Proficiency in Microsoft Excel (basic data handling and reporting)

Preferred

• Exposure to CRM or customer service platforms (e.g., Service Cloud, Genesys)
• Familiarity with customer data, billing, or operational workflows
• Interest in data analytics, KPIs, and process improvement
• Awareness of automation or AI tools as emerging capabi