Customer Support Co-Ordinator

Description

POSITION SUMMARY

The Customer Support Co-Ordinator provides customer assistance as the first point of contact for incoming queries for all customer groups in Ireland. They resolve issues, answer questions and handle requests. They are involved in order processing, payment administration and purchase order reconciliation

They provide customer service support and assistance to Ireland Sales and Marketing colleagues, and they assist the Customer Support Manager with reporting, administrative and payment processing tasks for both internal colleagues and external stakeholders.

POSITION RESPONSIBILITIES

Customer Relations

• Be the first point of contact for all existing, potential, internal and external customers. Manage customer, field and stakeholder queries
• Log and answer queries within the agreed Standard Operating Practice (SOP) timelines
• Take ownership for each customer contact and resolve to the highest standard
• Maintain high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global vet Policy, Zoetis values and local codes of practice

Wholesaler Support

• Administer wholesaler order processing and tracking in relevant system
• Support the Customer Support Manager with actions and administrative duties relating to wholesalers and logistics provider
• Report order discrepancies and correct or escalate as necessary
• Confirm delivery dates, expiry dates and gain approval for returns
• Handle direct sales and end to end processes for Order to Cash with wholesalers and direct customers; handle order placement and processing, resolve service issues, consider payment conditions, manage stock and answer invoice queries
• Ensure receipt from Wholesalers of sales reports and stock reports to schedule each month

Business Unit Support

• Compile Ireland Commercial Weekly Report in collaboration with Sales Manager
• Facilitate processing and payment of customer rebates in line with Ireland Commercial Policy
• Work with colleagues to venue source, plan and organise commercial exhibitions and meetings, co-ordinating all logistics and contribute to internal digital marketing campaigns as needed.

ORGANIZATIONAL RELATIONSHIPS

• All of the Zoetis Commercial Team in Ireland. Occasional interactions with other markets
• Regulatory & Quality Affairs Team
• Demand Planner / Supply Chain contacts located in France and UK
• LSP/External Warehouse.
• Wholesalers (Primary customers).
• End Customers i.e. Vets and Pharmacies.

RESOURCES MANAGED

The role does not have direct reports

The role reports to the Customer Service Manager based in Dublin, Cherrywood

EDUCATION AND EXPERIENCE

Bachelor Degree

Experience dealing with Customers/ Customer Support / Commercial Operations, at least 4 years.

Experience working with commercial teams and logistics.

Order processing experience, at least 2 years.

TECHNICAL SKILLS REQUIREMENTS

SAP and any equivalent ERP system experience.

Advanced Excel.

Other CRM and Business Intelligence tools (Power BI) experience is desirable

PHYSICAL POSITION REQUIREMENTS

Office desk-based position, with occasional requirements to travel in Ireland and/or outside the country to attend internal meeting or commercial activities and/or specific external stakeholder meetings

About Zoetis

At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world’s most innovative and effective products for animal health—medicines, vaccines, diagnostics, genetic tests, biodevices—and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.

Diversity, Equity & Inclusion

Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each colleague feels valued and cared for and where we can be our best every day. Our Diversity, Equity & Inclusion (DE&I) focus and commitment begins with our leadership team of diverse backgrounds, experiences and ethnicities (50% of our executive team members are women), and it is demonstrated in our support of our colleagues and industry. Our Diversity, Equity & Inclusion Council, representing colleagues across locations, functions and communities, serve as ambassadors and champions for DE&I initiatives. In addition to the Diversity, Equity & Inclusion Council, Zoetis has six colleague resource groups that bring together colleagues who share similar backgrounds, experiences, or interests and work together toward goals aligned with our strategic business priorities.

Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a Best Place to Work for LGBTQ Equality, a 100 Best Company for Working Mothers, a Top Company for Executive Women, among many others.

For animals. For health. For you.