Customer Care Specialist

ABOUT US

Founded in 1981, Penn Veterinary Supply was created out of the belief that there is a better way to supply veterinarians with products and services. This belief remains at the core of everything we do. We proudly remain a family owned and operated business, free of corporate ownership. This enables us to best meet the needs of our customers on an individual basis without the pressure of answering to shareholders. We strive to set a higher standard of servicing the veterinary profession by focusing on our Power in Partnership model:

• Penn Vet is a Family-Owned Business that values our PEOPLE and yours.
• Our team is dedicated to providing SOLUTIONS for the veterinarians and entire staff at independent, privately held veterinary hospitals.
• We aim to be a true business partner that strives to consistently exceed your SERVICE expectations.
• We select partners who advocate for the importance of the veterinarian's recommendation of PRODUCTS that provide quality, savings, and value.

 Penn Vet was founded in Lancaster County, Pennsylvania, and has since grown to open branches in Michigan, Florida, and North Carolina.

 About the Position

Customer Care Specialist bridges the gap between sales and customer service, acting as a point of contact for customers post-sale when needed, handling inquiries, resolving issues, and ensuring customer satisfaction while also providing feedback to the sales team for improvement. In addition, a Customer Care Specialist steps in to partner with their assigned zone to service customers, support the sales efforts, and help grow market share.

 Candidates must be available to work a schedule Monday through Friday from 9:30am to 6:30pm with flexibility.

Essential Responsibilities

• Work with the sales managers and leadership team to proactively coordinate activities to support the sales profit and market share growth of the assigned zone.
• Assist sales members within assigned zones in order fulfillment activities.
• Answer or assist sales members within assigned zone with questions in relation to Operational or order processing needs.
• Assist with large quotes and/or complicated order entry procedures for sales members within the assigned zone. 
• Assist the Sales Trainer and Support Specialist in training on our CRM, phone system, and operational procedures.
• Evaluate and process specialty orders placed through e-commerce platform(s) and/or vendor turnover orders. 
• Oversee, manage, and process all Penn Vet special program orders for customers within the assigned zone or unassigned customers.
• Answer incoming calls to the Penn Vet front desk line, assisting or directing customers as appropriate.
• Responsible for the handling of Corporate Accounts, Government, and Universities. Including filling out bids and reading contracts. 
• Sell veterinarian products, biological, sundries, pharmaceuticals, and capital equipment to licensed small and large animal veterinary practices. Demonstrate selling skills such as companion selling, up-selling, and cross-selling to increase order size.
• Provide exceptional customer service by responding to customer inquiries and resolving customer complaints. 
• Troubleshoot common customer questions, including, but not limited to website, shipping, returns, and Penn Vet service offerings. 
• Maintain and update customer’s account information in CRM system as necessary for assigned zone and unassigned customers.
• Serve as a liaison between internal Penn Vet departments in servicing accounts in assigned zones and unassigned. 
• Develop in-depth understanding of the veterinary distribution business, the competition, the products, vendors, and the marketplace.
• Serve as a liaison between the warehouses and the Sales Team. 
• Provide exceptional customer service through our Live Chat. 
• Coordinate, analyze and improve customer service functions to meet company goals and ensure ongoing customer satisfaction.  
• Temporary accountability to the performance of any open bases and/or travel to territories that are open / unassigned, as directed by the Director of Sales and Marketing, Associate Sales Directors, and/or Sales Support Manager.
• Ability to travel for company needs and meetings. This could be for 1 week stretches and up to two times a month. 
• Complete other tasks as assigned by the Sales Support Manager, Associate Directors, Director of Sales & Marketing, or Company President. 

 Qualifications

• Exceptional customer service skills and experience a must.
• At least two years’ experience in a B2B sales or comparable role.
• Experience in animal health preferred.
• Excellent communication skills, both verbally and written.
• Strong attention to detail.
• Ability to organize one’s own activities and manage multiple priorities independently.
• Proficient in the use of computers especially MS Office Suite.
• Designated home office space with required internet service specifications.
• Valid drivers license and good driving record.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Regularly communicate accurate information and ideas so others will understand
• Operate a computer and other office machinery for extended periods of time
• Move about inside the office to access file cabinets, office machinery, etc.
• Must be able to remain in a stationary position at a desk for prolonged periods of time
• Ability to observe details at close range
• May occasionally be required to lift and carry up to 30 pounds

Benefits

• Health, Dental & Vision insurance
• 401(k)
• Life & Disability insurance
• Employee discounts on pet supplies
• Generous paid time off including holiday pay, volunteer day, and floating holiday.

Penn Veterinary Supply is a drug-free workplace. Candidates are required to successfully pass a pre-employment drug screen and background check. Penn Vet is an Equal Employment Opportunity employer that does not discriminate based on race, color, religion, sex, disability, marital status, age, pregnancy, national origin, protected veteran status, ancestry, genetic information, sexual orientation, or any other characteristic protected by applicable federal or state laws.