Customer Service Representative

Job Description

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.

• This position delivers high‑quality customer service to both external and internal customers in a hybrid work environment. It supports data management, process improvement initiatives, cross‑functional collaboration, and customer training activities. The CSR Associate II interacts with multiple departments, external vendors and system partners to ensure operational efficiency and customer satisfaction.

• Serve as primary point of contact for designated direct accounts, handling order processing, order status updates, inquiries, and customer issue resolution.
• Ensure timely and accurate order entry, processing, and follow‑through to meet customer expectations.
• Utilize SAP and Magento (or similar online order entry portals) to manage customer orders; act as a super user and support troubleshooting with vendors as needed.
• Develop and maintain detailed work instructions, training materials, and process guides for customer service systems and procedures.
• Coordinate with Master Data, Pricing, Supply Chain, Finance/Tax, and other teams to support material creation, updates, pricing, invoicing, and technical data needs.
• Analyze sales, order accuracy, and operational reports to identify trends and provide actionable insights to management.
• Partner with Customer Service Representatives and Order Entry Teams to maintain seamless workflow in a hybrid work environment.
• Support process improvements, departmental projects, system upgrades, and special assignments as required.

• High school diploma / GED.
• Three (3)+ years of demonstrated success in a customer service role(s).
• Minimum of one (1) year of SAP experience, with comfort using online order management platforms.
• Advanced PC skills including Microsoft Outlook, Excel, Teams, Word, and SharePoint.
• Excellent written and verbal communication skills, with the ability to interact professionally across remote and onsite settings.
• Strong attention to detail with proactive problem‑solving abilities.
• Creative and analytical thinker capable of resolving complex customer issues.

• E‑Commerce experience highly preferred.
• Demonstrated skills with Co‑Pilot, Chat GPT, AI platforms highly desired.
• Experience in commercial or distribution environments.
• Prior experience in the Animal Health Industry is a plus.
• AS/BS degree.
• Advanced PC skills including Microsoft Outlook, Excel, Teams, Word, and SharePoint.

• Ability to work efficiently in a hybrid, fast‑paced environment with extensive computer and phone interaction.
• Must be self‑motivated, organized, and capable of working independently while meeting deadlines and maintaining productivity standards.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.

For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit EEOC Know Your Rights and EEOC GINA Supplement.

We are proud to be a company that embraces the value of bringing together talented and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with…