Customer Success Specialist

Zoetis - Kalamazoo, MI

Full-time - Entry Level

Kalamazoo, MI

251-500 employees

Chemical Manufacturing

About the position

The Precision Animal Health (PAH) Customer Success Specialist (CSS) plays a crucial role in ensuring a positive customer experience by building trust and reliability with clients. The CSS is responsible for managing customer interactions, processing orders, and providing personalized support to help customers achieve their goals. This position requires effective communication and collaboration with both external customers and internal teams to exceed customer expectations.

Responsibilities

• Promote an Excellent Customer Experience by establishing a relationship built on trust with aligned accounts through reliable, credible and quick follow up.
• Delight the Customer in all interactions by providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals.
• Process customer orders and requests with accuracy and efficiency.
• Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience.
• Actively listen to customers' concerns, identify tasks at hand, and take appropriate action to achieve a positive outcome for our customers - escalate the voice of the customer to the broader PAH team.
• Proactively monitor the status of aligned customers and communicate effectively to set reasonable expectations.
• Manage multiple tasks simultaneously in a fast-paced, high-volume environment, with minimal supervision and high attention to detail.
• Provide superior customer service and remain solution-driven with all customers (internal & external).
• Educate and train new field team members aligned with the supported region on PAH offerings and the process associated with each.
• Follow up with additional information when necessary.
• Consistently achieve departmental performance requirements.
• Share, collaborate and act as a team player.

Requirements

• Undergraduate degree (BS/BA) preferred.
• Knowledge of beef and/or dairy operations is preferred.
• 2 years previous customer experience.
• Excellent written and oral communication skills.
• Proficiency in PowerPoint, Excel, and Word applications.
• Experience using a CRM and phone system (TouchPoint and Five9 preferred).

Benefits

• Competitive healthcare benefits
• Retirement savings benefits
• Support for employee well-being in health and financial wellness
• Family and lifestyle resources