Location: Kalamazoo,MI, USA
Role Description
The role of a Precision Animal Health (PAH) Customer Success Specialist (CSS) is to positively influence and delight customers in all interactions with the company. CSS must be able to jump in to any customer interaction to quickly produce positive results. Impeccable customer experience is top priority through relationships built on trust and reliability.
The CSS will be aligned to accounts within a region (US or Global).
POSITION RESPONSIBILITIES
* Promote an Excellent Customer Experience by establishing a relationship built on trust with aligned accounts through reliable, credible and quick follow up
* Delight the Customer' in all interactions by providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals
* Process customer orders and requests with accuracy and efficiency
* Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
* Actively listen to customers concerns, identify tasks at hand, and take appropriate action to achieve a positive outcome for our customers - escalate the voice of the customer to the broader PAH team
* Proactively monitor the status of aligned customers and communicate effectively to set reasonable expectations
* Manage multiple tasks simultaneously in a fast paced, high volume environment, with minimal supervision and high attention to detail
* Provide superior customer service and remain solution-driven with all customers (internal & external)
* Educate and train new field team members aligned with the supported region on PAH offerings and the process associated with each. Follow up with additional information when necessary
* Consistently achieve departmental performance requirements
* Teamwork - share, collaborate and act as a team player
ORGANIZATIONAL RELATIONSHIPS
* This position requires communication with external customers and the field force (ABM, DPS, TBM) aligned to the supported region
* Liase with internal groups (Data Specialists, Laboratory Operations, Zoetis Tech & Digital (ZTD), Business Analysts, Product Managers etc.) to ensure appropriate information is communicated to exceed customer expectations
* Collaborate with other pillars of the customer experience team and laboratory operations to delight our customer
EDUCATION AND EXPERIENCE
* Undergraduate degree (BS/BA) preferred
* Knowledge of beef and or dairy operations is preferred
* 2 years previous customer experience
TECHNICAL SKILLS REQUIREMENTS
* Excellent written and oral communication skills
* Proficiency in PowerPoint, Excel, and Word applications
* Experience using a CRM and phone system (TouchPoint and Five9 preferred)
Full time
Regular
Colleague
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