Customer Support Assistant

As a leading global animal health company, Elanco delivers innovative products and services to improve the health of pets and farm animals around the world because we believe making animals' lives better, makes life better. Since 1954, we have provided solutions that support veterinarians, farmers and pet owners to advance our vision of Food and Companionship Enriching Life. Elanco's promise to employees: Together, we foster an inclusive culture where everyone can make a difference, encouraging ownership, growth and well-being.

Position Location: Hybrid: Greenfield, IN (2-3 days/week)

Top Skills of an Elanco Customer Support Assistant:

• Customer Service skills:

  • Requires an attitude of exceptional customer service in all aspects of job execution across all customer types.

  • Excellent interpersonal and communication skills.

  • Strong attention to detail with the ability to recognize trends and quickly identify anomalies.

• Time management:

  • Highly organized with effective time management and prioritization skills.

  • Demonstrated ability to establish and meet deadlines.

• Problem solving skills:

  • Ability to make decisions within the context of uncertainty and ambiguity.

  • Basic conflict resolution with customers and ability to build collaborative working relationships

• Computer knowledge:

  • Proficient with basic computer and keyboard utilization, including experience with Word, Excel, and PowerPoint.

  • Must be capable of learning new systems and processes, such as completing data capture in a validated Pharmacovigilance database (PV Entry).

• Work style:

  • Ability to both, effectively work within a team environment, and work independently on assigned projects and tasks.

  • Strong follow-up skills and high sense of urgency is required.

Required Experience:

• Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc.).

Ideal Experience:

• Prior experience working within veterinary clinic setting is a plus, but not required.

• Previous experience working in a call center environment is ideal, but not required.

Educational Requirements:

• High School diploma or GED required.

About the Job:

The Product & Veterinary Support Customer Support Assistant role is instrumental in facilitating the delivery of gold standard customer support and product stewardship. As part of the Elanco Animal Health, US Customer Experience team, and reporting to the Sr. Director Product & Veterinary Support, you will have the opportunity to provide solutions for a diverse customer base.

The purpose of this position is to ensure the maintenance of business continuity as it relates to customer support activities implemented through P&VS. Engaging in phone-based customer support activities and processing electronic and hard copy customer communications is required to ensure reliable availability and delivery of top-quality product support to Elanco customers.

Primary Responsibilities:

• Maintain availability to Elanco customers via telephone and project an attitude of exceptional customer service in all aspects of job execution.
• Learn and/or demonstrate satisfactory knowledge of the regulatory, quality, and compliance requirements associated with daily execution of the role.
• Process electronic faxes and communications received via the Product Support email inbox to ensure timely completion of required actions, including triage, responses, and case updates.
• Assist with product replacement and reimbursement processing, including submission of requests to vendor/business partner, reconciliation tracking, and determining status of requests.
• Understand the importance of and adhere to deadlines related to all aspects of product support from the regulatory, quality, and customer service aspects of adverse event and/or product complaint investigations.
• Work as part of a team to ensure all department goals and customer needs are met - effectively collaborate and maintain a positive attitude.

Notification of Drug testing and Background Checks

Elanco conducts urinalysis drug testing as a mandatory part of its pre-employment application and background check process after acceptance of a conditional offer of employment by an applicant. The drug testing will be conducted by a certified laboratory/testing service selected by Elanco, in accordance with the procedures required by applicable state and federal law. Additionally, Elanco requires successful completion of a urinalysis drug test if it has reasonable suspicion that an employee is under the influence of drugs or alcohol which adversely affects or could adversely affect the employee's job performance as allowed by applicable law. Tested applicants will be given a copy of any positive test result. All test results shall be considered confidential and shall not be disclosed by Elanco, other than to those persons for whom such disclosure is necessary. Positive test results, or a refusal to consent to and participate in pre-employment drug testing, shall be grounds for denial of employment. Cooperation in scheduling the testing is important for processing an application for employment. By signing your acceptance to an offer of employment, you consent to be drug tested and acknowledge you have thoroughly read the foregoing notice and policy, and you understand and agree that in order to be considered for employment with Elanco, you will be required to comply with Elanco's drug testing policy. Elanco's background check requirements also include but are not limited to an acceptable criminal background check, educational verification, job history verification and motor vehicle report (if required to drive a company vehicle). If appropriate for the role, as outlined on the job posting, successful completion of Post Offer Exam, Work Simulation and/or Administrative Skills Testing may also be required.

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status