Customer Service Rep Ii

Primary Location Columbus, Ohio Job ID R104621

Job Summary

As a Patterson Veterinary Customer Service Representative II (CSR II), you are responsible for assisting internal and external customers and sales representatives with order entry with professionalism, skill, and expediency.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Administrative

• Maintain accurate customer and territory records, facility records, and document all customer interaction.
• Accurately process and ensure accuracy of customer transactions in order entry system such as orders, quotes, returns, etc.
• Maintain a current knowledge of company products, policies and procedures
• Accurately maintain and ensure regulatory guidelines are met according to Company, State, and Federal policies.
• Multitask and work within multiple computer systems and communication platforms simultaneously.
• Generation of reports
• Monitor scheduled shipment dates to ensure timely delivery.
• Gain understanding of and adhere to Accounts Receivables policies and practices.
• Verify price and terms in accordance with standard procedures and customer profitability profiles.

Customer Support

• Develop strong working relationships across the business/functions, as well as with customers and manufacturing partners.
• Provide impeccable customer service and sales support; respond to customer queries, answer questions and solve problems in a timely fashion.
• Communicate any pertinent information received from customers to the outside sales representative or appropriate management.
• Identify customer requirements and expectations in order to recommend specific products and/or solutions.
• The Customer Service Representative may perform other duties as assigned

Additional Functions

In addition to the essential functions listed below, the incumbent may perform the following additional functions.

• Introducing and promoting new products during calls.
• May also place outbound calls to existing customers to identify and suggest additional products and increase sales and services.
• Upgrades telephone orders.

Job Qualifications

Required Qualifications

• Exceptional customer service and organizational skills
• High School Degree or equivalent
• General computer proficiency including knowledge of MS Office
• Effective verbal, written, and interpersonal communication skills
• Accuracy and strong attention to detail

Preferred Qualifications

• Associate’s Degree or equivalent combination of education and experience.
• Proficiency in SAP or related ERP

Working Conditions

Physical Demands

• Must be able to read and interpret various electronic and written documents.
• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors
• Operating a computer or other office devices for the majority of the workday
• Must be able to communicate with others in person, over the phone, and in writing.
• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

Environmental Factors

This position is in an office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building’s primary work areas consist of desks, chairs, computers and other office equipment and devices for professional services.

Travel and On-Call

This position provides the opportunity for minimal travel (10%) in a local area for a sales ride-along or training opportunity.