Summary of the Position: The Customer Care & Support Representative is responsible for providing incoming/outbound call center support for consumer and veterinary customers.

Roles and Responsibilities:

• Answer inbound calls.
• Categorize all incoming calls.
• Consistently make outbound calls as assigned to new and existing accounts to develop relationships and increase sales.
• Promote the monthly specials, Loyalty Program, Clinic Staff program, along with lunch and learns on all inbound and outbound calls with clinics.
• Promote the new consumer loyalty program and the monthly special on all inbound and outbound calls.
• Upsell and promote new products on all calls inbound and outbound.
• Escalate calls as necessary to Customer Service Supervisor, Technical Services, CS Manager or Director of Customer Service.
• Process customer orders.
• Setting-up new accounts in SAP (obtain required license vet professional or consumer professional.)
• Process literature requests using the Literature Database.
• Process premium requests in Imagic.
• Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner.
• Possess knowledge of veterinary and consumer product line.
• Must possess knowledge of current product information, pricing and special programs
• Complete all assigned training in the timeframe specified.
• Monitor company website and report any issues identified to Team Leader.
• Provide feedback on current issues to your Team Leader on a monthly basis.
• Process and following up with trade show leads for veterinary and consumer division
• Process return authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures
• Process and document information in the appropriate areas for the initiation of Suspected Adverse Events and Customer Complaints and have a working knowledge of all Standard Operating Procedures.
• Respond to "After Hours" messages by returning the call within the same day received to answer questions and/or placing orders etc.
• Process Nutramax store and Vet EZ store orders as assigned.
• Enroll accounts into the Loyalty Program.
• Manage special program requests as assigned (IAADP, Guiding Eyes for the blind, NEADS, Guide Dog Foundation/Vet Dog or the Vet Student Program).
• Effectively build relationships and support the Regional Sales Managers as assigned.
• Manage materials for regional trade shows, lunch and learns and dinner meetings
• Maintain contact information of distributor representatives provided by the National Sales Manager.
• Ensure distributor representatives are aware of current literature, premiums and in house programs
• Complete all Projects assigned by the date specified.
• Assist consumer and veterinary business units with company sponsored events.
• Must be willing to cross train as needed to assist with department productivity.
• Must be able to effectively communicate with other departments and function within a team environment.
• Regular attendance is required
• Perform other assigned duties as may be required within meeting company objectives

Minimum Requirements: This position requires a high school diploma or GED. Candidate must possess two years of experience in a professional customer service call center environment. Possessing outbound call experience is a plus. Candidate must have exceptional telephone skills and written/oral communication skills required. Candidate must have a strong attention to detail with exceptional organization skills. Candidate must be able to multi-task. Strong interpersonal skills and the ability to work well in a team environment required. MS Office Suite proficiency required.

Education and Experience: H.S. diploma or equivalent

Supervisory Responsibilities: None