Nutramaxlabs Laboratories
  • Lancaster, SC, USA
  • Full Time

Summary of the Position: The Customer Service 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 FACTS (obtain required license vet professional or consumer professional.)
  • Processing 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.
  • Providing feedback on current issues to your Team Leader on a monthly basis.
  • Processing and following up with trade show leads for veterinary and consumer division using Relationship Management (RM) in FACTS
  • Process return authorizations, check requests for return product, customer complaints, adverse events and/or sending product replacements following company policies and procedures
  • Processing and documenting 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.
  • Processing Nutramax store and Vet EZ store orders as assigned.
  • Enrolling accounts into the Loyalty Program.
  • Managing 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.
  • Managing materials for regional trade shows, lunch and learns and dinner meetings
  • Maintaining contact information of distributor representatives provided by the National Sales Manager.
  • Ensuring distributor representatives are aware of current literature, premiums and in house programs
  • Complete all Projects assigned by the date specified.
  • Assisting 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
  • Other duties as assigned
 

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

Nutramaxlabs Laboratories
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