Customer Care & Support Representative 10:30am - 7pm

The hours for this position are Monday - Friday 10:30am - 7:00pm. This position is 100% onsite in Lancaster, South Carolina. This position does not offer remote / work from home flexibility.

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. Process customer orders.
• 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.
• 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. Possess knowledge of veterinary and consumer product line.
• Run weekly Order Status reports to ensure all orders placed are shipped and backorders are processed in a timely manner. 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