Is it time to begin the next chapter of your career? Would you like to be part of an amazing team that is driving positive change in the animal health industry? We invite you to join us on our journey as we strive to make a lasting impact in the lives of animals and the many amazing clinicians in the veterinary communities we serve. #Zomedica #AnimalHealth #VetMed #CustomerService

The Customer Support Specialist is responsible for providing a best-in-class experience to the Company’s customers, including veterinary clinics, pet owners, and distributors. Responsibilities include maintaining a strong understanding of the Company’s products to deliver accurate information across multiple product lines. Key to this role is the timely processing of customer orders, resolving inquiries, and ensuring positive customer interactions.

This is a remote-based position located anywhere in the Pacific Time Zone.

Responsibilities will include:

1. Process customer orders, returns, and exchanges, and complete all related administrative tasks.
2. Answer daily customer inquiries via phone, email, ticketing systems, and chat.
3. Respond to questions and concerns regarding company products and services, including product specifications, treatment applications, product recommendations, technical information, warranty returns and replacements, and troubleshooting product usage.
4. Follow up with customer requests submitted via the website.
5. Resolve customer complaints and issues, working closely with cross-functional departments and escalating customer calls as appropriate to ensure that customer needs are met.
6. Proactively follow up with customers to ensure issues are resolved and to gather feedback on their service experience.
7. Enter and maintain customer data and communications in the CRM.
8. Utilize multiple e-commerce platforms to process payments.
9. Participate in training and meetings to maintain a thorough understanding of all company products, services, and promotions.
10. Educate customers on multiple product lines, recommend product upgrades, and cross-sell complementary products.

Job requirements and skills:

1. Bachelor's Degree in a related field; or equivalent combination of education and experience.
2. At least 3+ years of related customer service experience; veterinary hospital technician experience a plus.
3. Strong technical aptitude and/or experience supporting medical device or other technical product lines.
4. Excellent verbal and written communication skills, with a strong customer service focus.
5. Good organizational skills, attention to detail, and able to manage multiple priorities and be responsive to internal and external customer needs.
6. Must be flexible with proven ability to adapt to changing business demands.
7. Working knowledge of MS Office suite products; proficiency in customer service software a strong plus; Salesforce.com a plus; MS Dynamics Business Central and Shopify experience a plus.
8. Ability to work occasional evenings and/or holidays based on business needs.
9. Must be able to work Pacific Time Zone business hours.
10. Ability to travel up to 10%.

Zomedica offers excellent compensation and incentives, including a competitive benefits package with medical insurance, employer-paid dental / vision / disability / life insurance, a 401k plan with a Company match, generous PTO and paid holidays, a collaborative work environment, and great growth potential. As part of the Zomedica team, you will have the unique opportunity to share in the Company's success. Join our growing team of talent dedicated to advancing care for the pets we love! Zomedica is an equal opportunity employer.

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