Customer Care Associate - Livestock Monitoring

Job Summary

This position reports to the Associate Director of Direct & Professional in Customer Care for our company's Animal Health. The individual is responsible for supporting the daily needs and functions of the livestock monitoring channel. Required to work collaboratively with Complex Support teams including but not limited to Marketing, Sales, Account Management, E-commerce, PV, BSC, and IT support.

Primary Duties and Responsibilities

• Provide enthusiastic customer care through efficient and effective resolution of questions and concerns while servicing each customer with respect and a genuine desire for customer resolutions.
• Ensure training, process, and procedural documents are up to date.
• Proficient in SAP, Service Cloud, and Microsoft applications
• Drive collaboration and partnership with National Area Managers, Functional Area Leaders, and Business Unit Leads.
• Provide special project support, and support customer partnership initiatives.
• Propose innovative solutions to drive internal process improvement.
• Develop a thorough understanding of our company's Animal Health products and service offerings to help identify cross / upselling opportunities.
• Address customer inquiries and product support and identify and provide additional features and service offerings.
• Ensure appropriate & timely warranty product replacements.
• Resolve billing issues and appropriately related to service and subscription models.
• 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. Excellent written and verbal communication skills. Proficient typing and computer navigation skills. High sense of urgency and multitasking. Deliver against key customer targets. Technical aptitude.

Key Stakeholders

Internal : Business Operations, IT, Channel Partners and Master Distributors Team, and other business units across the organization. External : Distributors and Channel Partners.

Required Qualifications

High school diploma or equivalent. 5+ years of Customer Care or related experience. 1+ years of SAP experience. Salesforce Case Management. Must have a dedicated workspace at home with solid / reliable internet.

Preferred Qualifications

Bachelor's degree. Dairy & Livestock industry knowledge. 5+ years of Customer Care or related experience. 5+ years of SAP experience. 2+ years of EDI experience.

Required Skills

Account Management, Business Management, Consumer Financing, Consumer Protection Laws, Customer Partnerships, Customer Satisfaction, Customer Satisfaction Surveys, Customer Service Management, Electronic Data Interchange (EDI), Information Technology (IT) Support, Insurance Claim Handling, Internal Customers, Managing Distribution Channels, Marketing Initiatives, Order Processing, Problem Resolution, Process Improvements, Product Sales Training, Project Support, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, SAP Service Management.

Preferred Skills

Account Management, Business Management, Consumer Financing, Consumer Protection Laws, Customer Partnerships, Customer Satisfaction, Customer Satisfaction Surveys, Customer Service Management, Electronic Data Interchange (EDI), Information Technology (IT) Support, Insurance Claim Handling, Internal Customers, Managing Distribution Channels, Marketing Initiatives, Order Processing, Problem Resolution, Process Improvements, Product Sales Training, Project Support, Promotional Activities, Report Preparation, Sales Data Management, Sales Quotes, SAP Service Management.

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".

Requisition ID

R373713