Diagnostic Customer Service Specialist

The primary responsibilities of a Diagnostic Customer Service Specialist at Zoetis include processing contracts and orders in SAP, acting as a liaison for the Diagnostics Field Force, and managing customer inquiries. This role ensures that customer needs are met by coordinating with logistic teams and maintaining accurate product information, thus contributing to Zoetis's strategic objectives.

To qualify for the Diagnostic Customer Service Specialist position at Zoetis, candidates should possess a Bachelor’s degree or have equivalent experience—ideally at least five years in customer service or operations. A minimum of one year of Zoetis veterinary customer service experience is required, along with strong analytical skills and proficiency in SAP/ERP functions.

A Diagnostic Customer Service Specialist at Zoetis manages customer orders by processing them through various channels including phone, fax, EDI, and email. They ensure that all orders are compliant with pricing and marketing policies and execute billing from order receipt to customer invoicing, focusing on fulfilling customer expectations.

Essential skills for a Diagnostic Customer Service Specialist at Zoetis include excellent verbal and written communication skills, a strong attention to detail, problem-solving abilities, and proficiency in Microsoft applications such as Word and Excel. Familiarity with Zoetis products and customer account management is also highly beneficial.

A typical day for a Diagnostic Customer Service Specialist at Zoetis involves processing orders, engaging with customers for inquiries, and coordinating product shipments. They spend time collaborating with colleagues in sales and logistics, participating in training, and planning for promotional campaigns, all while maintaining high standards of customer service.

When faced with challenging customer inquiries, I prioritize listening actively to understand the customer's concerns. I remain calm and assure the customer that I will find a solution. Then, I research the issue, coordinate with the necessary departments if needed, and follow up with the customer promptly.

In my previous roles, I extensively used SAP for managing orders, processing contracts, and maintaining product information. This experience has equipped me with the skills necessary to ensure accurate order fulfillment and effective customer service, making me a strong fit for the Diagnostic Customer Service Specialist position.

To ensure accuracy in order processing, I double-check all entered data, adhere to established SOPs, and maintain clear communication with team members. By prioritizing attention to detail and thoroughness, I minimize errors and enhance customer satisfaction.

I prioritize tasks by assessing deadlines and the complexities of each order. By using tools to organize my workload and setting clear milestones, I can efficiently manage multiple orders without compromising service quality.

I employ active listening and clear, concise language when communicating with customers. By ensuring I fully understand their needs and responding logically, I build rapport and trust, which is crucial for a Diagnostic Customer Service Specialist.

Dealing with an unhappy customer starts with empathy. I would listen to their grievances attentively, acknowledge their feelings, and assure them that I am there to help. After understanding the issue, I would work towards finding a resolution that meets their needs.

I am drawn to the Diagnostic Customer Service Specialist role at Zoetis because of the company’s commitment to improving veterinary diagnostics. I appreciate the collaborative environment and feel that my background in customer service aligns perfectly with Zoetis's mission.

A significant challenge I faced was managing high volume inquiries during a product launch. I prioritized urgent requests while also implementing a tracking system to manage inquiries more efficiently, which led to improved response times and customer satisfaction.

I keep up to date with product knowledge by regularly attending training sessions, reviewing product literature, and engaging with colleagues in the field. This proactive approach helps me provide accurate information and support to customers.

In my previous role, I organized a team initiative that streamlined our order processing procedures, reducing turnaround times by 15%. This effort demonstrated my commitment to continuous improvement and enhanced our team’s overall efficiency.