DX Customer Service Specialist

Diagnostics Customer Service Specialist Duties

• Process contracts in SAP and ensure required information is captured.
• Process orders via phone, fax, EDI, CPQ, and email.
• Ensure transactions follow existing pricing, marketing, and/or policy parameters.
• Execute end-to-end order/billing processing through invoicing, considering customer needs, lead times, and contractual/legal requirements.
• Assist Logistic Centers with SKU serial/lot and location adjustments, inventory issues, and special events.
• Coordinate shipments and product allocation with Marketing Managers, Finance, and Logistic Centers to maximize fulfillment.
• Contribute to development, review, and adherence to SOPs and compliance for Customer Service functions.
• Serve as liaison and primary point of contact for Diagnostics Field Force and customers.
• Assist sales/marketing with internal service.
• Resolve customer inquiries and research/resolve customer account issues.
• Review and update SAP equipment records.
• Review/process return authorizations per Zoetis Returns Goods Policy.
• Support field resources (FFO, CPQ).
• Maintain daily phone coverage and meet phone metrics.
• Participate in developing marketing offer parameters.
• Complete ongoing training and customer service initiatives to maintain product knowledge.
• Perform outbound calling with Promotional Response Team campaigns.
• Other duties as assigned.

• Bachelor’s degree or 5 years equivalent Customer Service/Operations experience.
• Minimum 1 year Zoetis Veterinary Customer Service (or equivalent).
• Full understanding and use of SAP/ERP (SAP ECC).
• Knowledge of Zoetis accounts, products, pricing, and programs (preferred).

• Microsoft Office Suite;
  Internet Explorer.
• Analytical/organizational skills; attention to detail and accuracy.
• Verbal and written communication.
• Customer service, problem-solving.
• Process-oriented; able to help create procedures/workflows.

• Ability to sit/stand and speak for long periods.
• Phone coverage 8:30–5 as scheduled.
• Less than 5% travel.