Veterinary Customer Service Executive

Job Description

Our client is an established veterinary pharmaceutical business that develops and manufactures products that are sold by a network of distributors to support the ongoing health and wellbeing of our animals. Due to continued success, the business is now looking to acquire the services of a forward-thinking Veterinary Customer Service Executive to support their Customer Service department and build close working relationships with clients and customers. This is a fantastic opportunity to work within a hugely passionate and close-knit team and join a globally recognised business.

Please note that due to the location of the business, a full-driving license is required.

This is a hybrid role with 2 days per week working remotely.

Veterinary Customer Service Executive main responsibilities:

• Provide a professional and knowledgeable service, being the first point of contact for the company’s customers.
• Handle all incoming enquiries via phone/email and be able to provide information or delegate to the appropriate department.
• Work closely with wholesalers and be responsible for day-to-day wholesaler contact including order processing, invoicing, reports and elements of supply chain responsibility.
• Be able to answer technical queries and quality-related product enquiries, ensuring a credible and knowledgeable service is provided.
• Investigate any customer complaints and record them accurately on the relevant system.
• Manage call-handling to set KPI’s in order to provide exceptional customer service and satisfaction.
• Produce monthly report outlining the company’s call handling effectiveness and overall performance.
• Update and maintain the CRM system, ensuring accurate administration and customer data is kept.
• Undertake regularly product training to ensure a good level of knowledge is maintained on all products, any associated services and commercial activities.

Key Skills & Experience:

• Qualification in Veterinary Nursing (minimum 3 years’ experience) is essential – RCVS Diploma or BSc Degree.
• Excellent customer service and administration skills.
• Previous use of CRM systems.
• A forward thinking problem-solver who is very technically competent.
• Excellent IT skills including Excel & Outlook.
• Excellent organisational skills with the ability to use own initiative.
• Accurate data inputting skills.
• Experience using call management analysis tool is desirable, however not essential.
• Companion animal (dogs and cats) experience rather than exotic or equine.

Additional Information:

If you would like to apply for this opportunity, please submit an up-to-date CV including details about your current or most recent salary and your availability/notice period. You can also call Lottie Goodchild on 01295 983582 for a discreet and confidential discussion about the role.