This job is archived
(Archived) Customer Service Representative
Job Description
The North America Human Health Customer Service (CS) Representative is responsible for receiving and processing incoming orders from and communicating order and shipment status to authorized Human Health distribution partners for North America and/or Asia Pacific. CS Rep is also responsible for processing Human Health customer credits as needed. Additionally, the CS Rep is responsible for providing back up support to the Instrument Tracking/RMA personnel as needed. CS Rep is additionally responsible for processing Technical Support credit orders for Piccolo Xpress end users in the U.S., Canada or for distribution partners in Asia Pacific.
Position Responsibilities:
- Work closely with authorized distribution partners to process incoming purchase orders.
- Communicate order acceptance, status of orders and shipments to authorized distribution partners.
- Work with Technical Support representatives to process free goods orders submitted during the course of Piccolo Xpress troubleshooting and complaint resolution.
- Reconcile invoicing with Zoetis accounting and authorized distribution partners as needed.
- Maintain and transmit documentation of product shipments for U.S. domestic distributor, Abbott-Point-of-Care.
- Interact with Zoetis Supply & Demand to determine product availability for orders received
- Interact with Zoetis Shipping & Handling to ensure products are shipped on-time and according to the distribution partner’s directives.
- Assist as needed with Repair and Maintenance Agreement processing.
- Work closely with Zoetis global entities to ensure Purchase Orders are processed and shipped in a timely manner
Resources Managed/Relationships/Other
- Piccolo Xpress End Users
- Technical Support Department
- Supply & Demand Team
- Shipping & Handling Team
- Regulatory Team
- Accounting Team
- Sales and Marketing
- Distribution Partners
Education and Experience
- Experience within a fast paced Customer Care department.
- High School Diploma. University level education or degree is a plus
- Minimum 1 year of experience working within a medical device Customer Care Department is a plus.
- Multilingual abilities are a plus (Spanish or Japanese)
Knowledge, Skills, Ability Requirements
- Strong listening, oral and written communication skills
- Excellent Documentation and organization capabilities
- Effective Interpersonal and problem-solving skills
- Proficient with Microsoft products: MSWord, MS Excel, MSOutlook
- Experience with SAP Enterprise Management Software is a plus