Customer Support Associate Zoetis Kalamazoo

Title Customer Support Associate
Date 01 August 2020
Company Zoetis
City Kalamazoo

Short Description :

Responding to their needs for product and or order information Stay mindful of company business needs by attending to customer calls, adhering to business and team schedules, and contributing to updated business processes and procedures to ensure compliance Demonstrate strong analytical ,…

Full Description :

Role Description:

Perform day to day activities for customer support and coordinate these activities according to the required schedule. Interface with internal and external customers from multiple departments and levels of management, including Breed Associations and other affiliates. Answer incoming phone calls and emails daily from customers, responding to their needs for product and or order information; apply your knowledge of systems and required techniques to effectively satisfy customer orders and needs; provide answers to general inquiries regarding product use and services provided by Genetics, sending additional information when necessary. Monitor incoming issues and resolve escalated cases (or escalate further) in a timely manner.


  • Perform duties according to standard operating procedures (SOPs), ensure that required data is properly documented in a timely fashion according to the current SOPs
  • Report deviations from SOPs, or unexpected results in a timely fashion, in accordance with the organization’s CAPA (corrective action, preventative action) SOPs
  • Work collaboratively with other employees to schedule work and ensure its completion
  • Contribute ideas and participate in initiatives that will lead to continuous improvement of procedures (efficiency and quality)
  • Team Focus: stay mindful of company business needs by attending to customer calls, adhering to business and team schedules, and contributing to updated business processes and procedures to ensure compliance

Support Functions

  • Investigate inquiries on customer order status and report results as required.
  • Review escalated high level customer support issues and resolve or escalate as appropriate; partner with ITS, QPD, or other support teams to ensure resolution of issues in a timely and complete manner
  • Enter and manage customer accounts and orders in enterprise systems, including Salesforce and internal genetic databases.
  • Manage customer communications via phone and email. Ensure customer inquiries are attended to in a timely fashion.
  • Promote Excellent Customer Service. Effectively listen to customers concerns, identify tasks at hand, and take appropriate action to achieve a positive outcome for our customers.
  • Act as subject matter expert for at least one product or system process and be prepared to share your knowledge with department colleagues.
  • Assist in reviewing internal and external Communications and Training Materials.
  • Be prepared to assist with new Customer Support colleague training.
  • Demonstrate strong analytical skills and a clear understanding of policy and procedures to make sound decisions based on facts and data presented by a customer or Field Representative.
  • Participate in ongoing training opportunities (products, computers, presentation skills, etc.).
  • Process any special orders and ensure that all orders fall within existing pricing, promotional and/or policy parameters established by the business.
  • Participate in investigations and CAPA process as needed to resolve issues.
  • Perform other duties as assigned by Customer Support Team Lead or Manager.


  • Bachelor’s degree desired with 1+ years of relevant experience
  • Prior experience in genetics, data science, or computer science related role with a focus on customer service and/or process improvement
  • Prior experience in customer facing support role with use of digital CRM systems (ie – Salesforce)
  • Excellent skills in basic office and business tools, including MS-Excel, MS-Word, and MS-Visio
  • Proficient with Microsoft Office applications, with expert competency in Outlook, Excel and SharePoint.
  • Prior experience with Laboratory Information Management System (LIMS) applications and/or relational database systems (e.g., SQL, M/S Access)
  • Strong communication skills, time management skills, team orientation, and work ethic
  • Must be detail oriented and accurate
  • Ability to guide teams and process improvements through direction and example
Full time Regular Colleague is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status or any other protected classification. Disabled individuals are given an equal opportunity to use our online application system. We offer reasonable accommodations as an alternative if requested by an individual with a disability. Please contact Colleague Services at zoetiscolleagueservices[at] to request an accommodation. also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as employment eligibility verification requirements of the Immigration and Nationality Act. All applicants must possess or obtain authorization to work in the US for . retains sole and exclusive discretion to pursue sponsorship for the acquisition or maintenance of nonimmigrant status and employment eligibility, considering factors such as availability of qualified US workers. Individuals requiring sponsorship must disclose this fact. Please note that seeks information related to job applications from candidates for jobs in the U.S. solely via the following: (1) our company website at site, or (2) via email to/from addresses using only the domain of “[at]”. In addition, does not use Google Hangout for any recruitment related activities. Any solicitation or request for information related to job applications with via any other means and/or utilizing email addresses with any other domain should be disregarded. In addition, will never ask candidates to make any type of personal financial investment related to gaining employment with .

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