Associate Director, Animal Health Customer Support

Job Description

As the Associate Director of Animal Health Customer Support, you will play a key role in driving customer satisfaction and operational effectiveness within our organization. We value your expertise and commitment to excellence and offer a collaborative work environment where you can make a significant impact.

We are seeking a highly qualified and experienced Associate Director of Animal Health Customer Support to lead the operations of our Direct and Veterinary Professional teams. This role is critical in supporting over 20,000 direct customers, including veterinary practices, shelters, and other partners. The successful candidate will provide strategic direction and foster a culture of service excellence, ensuring optimal post-sale fulfillment across our full range of Animal Health biopharma and technology products.

Key Responsibilities:

• Operational Leadership: Oversee the daily activities of the Direct and Veterinary Professional teams, ensuring efficient service delivery and operational excellence.
• Strategic Liaison: Serve as the primary point of contact for business interactions, collaborating effectively with supply chain, marketing, and other Animal Health units to meet customer needs.
• Issue Resolution: Triage and troubleshoot customer logistics and billing issues, implementing timely solutions to enhance customer satisfaction.
• Performance Management: Monitor team performance against key performance indicators (KPIs) and share regular status reports with the Customer Care Director, taking relevant actions as necessary.
• Team Development: Recruit, train, and mentor team members, fostering a high-performance culture through coaching and recognition.
• Customer Relationship Management: Address inquiries, complaints, and product support requests in a timely manner, nurturing relationships with veterinary practices and other stakeholders to facilitate upselling and cross-selling opportunities.
• Data Management: Ensure accurate maintenance of service records and oversee customer service representatives (CSRs) in systems operations and internal processes.

Required Qualifications:

• Bachelor’s Degree; Master’s degree or MBA preferred.
• Minimum of 5 years of experience with SAP and in post-sale customer logistics, product support, relationship management, and account management.
• At least 5 years of experience in people management, including coaching and developing a customer care team.

Required Skills and Experience:

• Strong financial acumen and the ability to influence key stakeholders effectively.
• Proven experience in customer communication planning and developing business strategies.
• Excellent written and verbal communication skills.
• Proficiency in SAP, MAXX, MS Office Suite, Excel, and other web applications.
• Experience within Animal Health Pharma industry is highly preferred

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We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace.  All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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