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Summary and Qualifications:
As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.
Role Purpose
As part of a centralized service team, the Associate Specialist, Hospital Support will act as primary liaison and point of contact serving as a bridge between the hospitals and the Commercial Buying Ops team to ensure exceptional service and experience for all their procurement needs. Fostering a positive relationship between the hospitals and the MVH Commercial Team.
Essential Responsibilities and Tasks:
- Live and exemplify the Five Principles of Mars, Inc. within self and team.
- Provide support to hospitals with procurement questions including instrument identification, medical equipment accessories, and common pharmaceutical terminology by identifying and recommending appropriate solutions.
- Manage workflow for hospital support via ServiceNow platform. Assist with triaging and resolution of open tickets.
- Document hospital interactions and maintain accurate records. Educate and guide hospitals to self-service function within Service Now/Commercial Corner
- Place purchase orders with suppliers, ensuring orders are processed, shipped, and received promptly and accurately. Maintain strong working relationships with outside stakeholders (vendors and distribution partners).
- Review and approve purchase requisitions for accuracy, ensuring accurate and timely conversion of requisitions to purchase orders.
- Process hospitals exception orders, expedite orders, reschedule deliveries and cancel purchase orders as needed.
- Resolve shipping, receiving, and billing discrepancies with users and suppliers and resolve missing orders for product/supplies and/or equipment.
- Collaborate with other cross-functional teams, including management to resolve hospital issues. Provide feedback to management on any customer service trends. Lead hospital support continuous improvement efforts for the Commercial Team.
- Add or remove hospital users on ordering platforms as necessary
- Assist developing and updating education training materials.
- Stay current with company offerings, industry trends, and hospital needs.
- Other job duties as assigned.
Special Working Conditions:
- Ability to work at a computer for long periods of time.
- Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
- Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
- Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
- Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
- Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
- The noise level in the work environment is normally moderate.
- Environment where pets are present.
Experience, Education and/or Training:
- Bachelor’s degree in Supply Chain & Logistics, Business Administration, Finance/Accounting or other business field is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
- Certified Veterinary Technician (CVT) is preferred.
- Previous Client Support Experience is preferred.
- Medical Equipment Troubleshooting experience (virtual/in-person) is preferred.
- Minimum 3 years’ veterinary hospital experience, pharmacy experience, or procurement experience is required.
- Broad familiarity with surgical instruments, medical equipment, pharmaceutical categories (including generic and trade names and general drug classes) is required.
- Proficiency with Microsoft Office is required.
- Health care background (veterinary or human healthcare, pharmaceutical, etc.) is required.
Hourly Rate of Pay: $ 24.59 – 36.89
What We Offer – The Good Stuff:
- Competitive salary with paid time off & holidays so you can spend time with the people you love.
- Medical, dental, and vision insurance for you and your loved ones.
- Fertility and family-building assistance.
- Paid Parental leave.
- Practice Paid Basic Life Insurance.
- Practice Paid Short- and Long-Term Disability.
- Competitive referral program – join our team, bring your friends, and get paid.
- Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
- Commuter Benefits.
- Legal Plan.
- Health Savings Account & Flexible Spending Account.
- Mental health support and resources.
- Paid Volunteering.
- Optimum Wellness Plans® for up to three pets.
- Continuing Education allowance & MED hours for eligible positions.
- Student Debt Relief (for full-time DVMs).
- A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.
