Customer Service & Sales Representative

Experiencing together a unique human adventure

Animal health is key to the health of the planet. Working at Virbac means taking part in a unique human adventure in which the engagement of each individual contributes to its evolution. Encouraging internal mobility between positions and countries, offering individual development plans and building a partnership based on trust between managers and employees are as many perspectives of motivation for our teams. We also offer them a work environment conducive to exploring new territories and balancing their professional and personal lives. Finally, fostering their engagement to animal health also means listening to them and helping them to acquire new skills, preparing them for the challenges of tomorrow and encouraging them to contribute to an ever more responsible approach to our business.  

Communicate and persuade veterinary professionals about the characteristics and benefits of Virbac Products and Services, to gain commitment to test, use and recommend them.

This role focuses on maximizing customer satisfaction and retention by ensuring product adoption. Highlighting the features and benefits of Virbac products and services to veterinarian professionals in order to gain commitment. This involves building strong customer relationships, assisting with ordering, customer onboarding, providing training, and resolving issues. They serve as a liaison between the customer and the company, helping customers achieve desired outcomes and derive value from products.

This role will primarily support identified customers with product placements, orders, and timeliness, and responding to regional leads.

Area of accountability:  Customer Focus

• Generate new and repeat sales by providing product and technical information to veterinary practice associates

• Track and report activity via Customer Relationship Management database, regular reports and territory records

• Implement Virbac selling skills and techniques that lead to sales and stronger relationships

• Demonstrates a customer-centric approach with the ability to build rapport while utilizing excellent verbal and written communication skills with customers to convey information effectively. 

• Escalates issues and concerns to the appropriate level or department within the organisation when needed.

• Answer questions and provide expert knowledge about the brands and products to effectively guide and support customers with their orders and sales.

• Provides varying degrees of support based on the customer interaction and their needs, additionally based on the source of the customer for example Pet Nutrition Specialist, Companion Animal A&B accounts, Companion Animal C&D Accounts, and Companion Animal Whitespace accounts.

• Deliver great customer service and information sharing through virtual lunch and learn sessions with customers throughout the assigned territory.

Area of accountability:  Drives Performance & Results

• The ability to close sales through deepening customer relations and product utilization, lead generation, or CRM identification.

• Use database and customer knowledge to segment customers and build focus on high potential veterinary practices.

• Communicate with outside Territory Managers any opportunities that will help build relationships and business with all of our animal health partners.

• The ability to analyze issues, identify root causes, and develop creative solutions is vital for resolving customer problems. 

• Managing multiple customer accounts, prioritizing tasks, and meeting deadlines are important for efficiency.

• Grow assigned territory revenue to achieve high performance sales targets by prospecting new and existing accounts for opportunities to sell products to drive growth.

• Demonstrates enthusiasm around achieving results and consistently reaches outcomes.

• Monitors customer usage, satisfaction, and retention metrics to assess the effectiveness of customer success efforts through data available in SalesForce.

• Identifies and manages leads and at-risk customers within an assigned region while taking proactive steps to engage, address concerns, and prevent customer churn. 

Area of accountability: Collaborates with Others

• Consistently reviews customer accounts and transactions within assigned r