Customer Service Consultant

POSITION DESCRIPTION

JOB TITLE

Customer Service Representative

MOVORA BUSINESS CENTER

Customer Service

LOCATION

Movora – St. Augustine

EXEMPTION STATUS/GRADE

Non-Exempt/ Full Time, Regular

REPORTS TO

Assistant Customer Service Manager

TRAVEL %

0%

LAST REVISION DATE

May 10, 2023

Position Summary:

The primary responsibility of the Veterinary Customer Success Representative is to foster customer loyalty through high-quality interactions with our customers, including Veterinarians and their staff, over the phone and/or through email regarding Movora products and services.

Essential Duties and Responsibilities:

• Promptly answer all inbound customer calls, determine customer’s needs, and provide solutions for customer to ensure a high-level customer experience. Work as a team to ensure phone coverage.
• Manage inbound orders based on customer’s needs.
• Build sustainable relationships of trust through open and interactive communication in a timely fashion.
• Provide accurate, valid and complete information by using the right methods/tools.
• Handle complaints provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Maintain customer records by updating account information
• Responsible for accurately entering sales orders by:
• Verifying the customer and shipping address is correct
• Checking purchase history on each order
• Ensuring quantities and codes match the order
• Verifying the correct shipping options have been entered and that each entry has something entered in the custom field.
• Verifying back orders with Sales Rep and ensuring these items are noted with a “BO” on the Sales Order.
• Ensure order is put in the appropriate shipping bin and flows in a timely manner to the audit desk. (Int’l orders require upload of customs invoice to UPS or Fedex)

• Maintain open lines of communication with sales team to efficiently service customers.
• Utilize Movora’s, ERP system (Fishbowl) to accurately find products and shipping information to ensure accuracy for customer orders.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Education and Experience Requirements:

• High School diploma or equivalent; college degree preferred
• Minimum of two years (2) years of experience in a customer service position required.
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Customer Focused with strong client-facing and verbal/written communication skills.
• Problem Solving and Analysis along with the ability to maintain calm under pressure.
• A thorough knowledge and understanding of company and products offered.
• Time Management – Intermediate to Advanced troubleshooting/multi-tasking skills.
• Proficient in Microsoft Office Products and Company ERP systems
• Prior experience utilizing Microsoft Office software to prepare correspondence, develop reports and enter customer data.

Knowledge/Skills/Abilities:

• Customer Service – able to personally provide high level of interactive service to targeted customer base/market, building relationships and acting as internal company advocate.
• Team Orientation & Interpersonal – highly motivated team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Communication – able to effectively express self verbally in a diplomatic, empathetic and tactful manner.
• Analytical Problem-Solving and Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
• Adaptability to Change – able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.
• Systems & Software – proficient knowledge of Microsoft Office software applications.

EDUCATION EXPERIENCE, KNOWLEDGE & SKILLS

Check the highest-level education required (must be job-related and a minimum requirement to be considered). Please list discipline, where applicable:

High School Diploma or GED

Master’s Degree

Vocational/Technical

Doctorate

Associate’s Degree

Post Doctorate

Bachelor’s Degree

Professional Certification

Will work experience be accepted in lieu of a degree? Yes No

Note: Typically, two (2) years of experience are required for each year of a degree program. If applicable, indicate years of relative experience with degree and without degree.

Number of years’ experience accepted in lieu of degree and type: N/A

Number of years’ experience with degree indicated above and type: N/A

In a numbered list, describe specific work experience requirements; include years of experience for each requirement:

• High School diploma or equivalent; college degree preferred
• Minimum of two years (2) years of experience in a customer service position required.
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices

In a numbered list, describe specific skills and/or business competencies:

• Customer Focused with strong client-facing and verbal/written communication skills.
• Problem Solving and Analysis along with the ability to maintain calm under pressure.
• A thorough knowledge and understanding of company and products offered.
• Time Management – Intermediate to Advanced troubleshooting/multi-tasking skills.
• Proficient in Microsoft Office Products and Company ERP systems
• Prior experience utilizing Microsoft Office software to prepare correspondence, develop reports and enter customer data.

SUPERVISORY RESPONSIBILITIES

N/A

Direct hire/fire ability ___0____# total employees supervised

Team lead provides input to performance reviews 0 # total indirectly supervised

IMPACT/SCOPE/DIMENSIONS (check all that apply)

Decision making or problem-solving authority — None Basic Significant

Describe empowerment, decision making, and problem-solving authority.

Check appropriate decision making authority below:

Decisions with long term impact

Decisions with short term impact

With little to no supervisory review

With little to no supervisory review

With supervisory review/approval required

With supervisory review/approval required

Knowledge/Skills/Abilities:

• Customer Service – able to personally provide high level of interactive service to targeted customer base/market, building relationships and acting as internal company advocate.
• Team Orientation & Interpersonal – highly motivated team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization.
• Communication – able to effectively express self verbally in a diplomatic, empathetic and tactful manner.
• Analytical Problem-Solving and Decision Making – able to research, analyze, identify viable options, draw sound conclusions, present findings and make thoughtful recommendations considering overall risk and short-term and long-term impact.
• Organization & Time Management – able to work independently with minimal supervision, planning, scheduling and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail.
• Adaptability to Change – able to be flexible and supportive, react swiftly to and able to positively and proactively assimilate change in rapid growth environment.
• Systems & Software – proficient knowledge of Microsoft Office software applications.

WORKING CONDITIONS

Domestic travel required - More than 50% of time

International travel required

Typical office setting

Home-based

Manufacturing/Operations Center

Laboratory with exposure to chemicals

Physical Requirements – Enter % of time for each applicable weight category:

Activity

Not Applicable

5-10 lbs

10-25 lbs

25-50 lbs

50-100 lbs

100-150 lbs

150 lbs

Lifting

10%

Pushing

Pulling

Physical Requirements – Enter % of time for each applicable job activity:

Activity

Percent of Time (if applicable)

Other:

Bending

(describe)

Walking

Standing

20%

Sitting

70%

Typing

90%

Hand Manipulation

Visual Acuity

90%

Feet Manipulation

JOB DESCRIPTION ACKNOWLEDGEMENT

Employee Name:

Location: St. Augustine

Title: Customer Service Representative

Department: Customer Service

Date:

FLSA Status: Non-Exempt

I have reviewed the attached job description as outlined above and understand that I am responsible for all duties as outlined and other tasks as may be assigned. I understand that if I need accommodations to perform the essential functions of my job, that I must contact my supervisor or Human Resources as soon as possible to begin an interactive process.

Received and accepted by: ______________________________

Employee signature

Reviewed with employee by: ____________________________

Name of person reviewing with the employee

Signature and title: ____________________________________

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.