Associate Customer Experience Specialist

Location: Malvern, PA

Position Purpose 

Our company focus is delivering exceptional service and you will play an integral role in that effort. We need team players who are passionate about customer service and possess a “run it like you own it” mentality.  

The role of a Zoetis Customer Experience Specialist is to positively influence and delight customers in all interactions with the company. Customer Experience Specialist must be able to jump into any customer interaction to quickly produce positive results. Impeccable customer service is top priority. 

Job Description 

·       Ability to ‘Delight the Customer’ in all interactions by: 

o   Delivering first line customer support, providing a personalized customer experience through easy, efficient, and enthusiastic interactions that allow our customers to accomplish their goals. 

o   Managing multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail. 

o   Providing superior customer service and remaining solution-driven with all customers 

o   Ensuring timely and successful delivery of our products according to customers’ needs 

·       Answer approximately 80-120 inbound calls, chat, emails daily from customers, pet owners and field colleagues while accurately processing orders. 

·       Process all customer orders (phone, fax, email and electronic) with accuracy and efficiency in SAP. 

·       Execute outbound calls as assigned for specific marketing/sales/business strategy campaigns. 

·       Assess customer information and apply required up-selling techniques to effectively satisfy a customer’s needs leveraging value and benefits to meet departmental and company sales goals. 

·       Field customer billing inquiries and payment requests, including: 

o   Research and resolve customer questions and concerns regarding statements, invoices, and account balances with accurate billing. 

o   Research and resolve customer deductions, including solving for discrepancies, in accordance with Zoetis policies. 

o   Handle customer credit card payments, maintaining PCI compliance in all transactions. 

o   Provide invoices, statement, and packing slip reprints as requested. 

o   Liaison with the Credit & Collections, Customer Service, Customer Master Data and Returns Centers on transactions affecting their areas. 

o   Provide first level support to Online Billing Portal 

·       Facilitate customer returns and manage customer disputes by initiating credits and debits. 

·       Educate customers on Zoetis product, service, and program offerings, following up with additional information when necessary. 

·       Demonstrate team focus by participating in department sales challenges. 

·       Liaise with internal Operations, Marketing, Sales and Logistics teams to ensure appropriate information is communicated to exceed customer needs. 

·       Provide first level support for multiple Zoetis online platforms assisting with registrations, site navigation and escalating issues as needed.  

·       Support various web-based marketing programs by assisting consumers with site navigation, rebate status and general inquiries, documenting in administrative tool. 

·       Maintain working knowledge of Zo