Customer Service & Sales Support Representative

Position Advertised:

15/12/2024

 

Title:

Customer Service & Sales Support Representative

 

Reporting To:

Customer Services Manager

 

Location:

Thurles, Co. Tipperary

 

Role Summary: 

This is a role which combines both customer support and sales support on our range of veterinary products and services.  Customer support involves fielding and managing customer queries, processing orders and escalating product issues as required. In the sales support role you will assist in the promotion of key product ranges through direct contact with key accounts and managing the promotion and sale of our new pet food range.

 

Key Functions:

  • Customer Services
    • Process orders received through various channels – online, phone or via e-mail
    • Provide support for the Field Sales team where required
    • Deal efficiently with and resolve customer complaints and queries
    • Developing and maintaining knowledge of our products to a sufficient level of detail so that you can answer customer questions
    • Be proficient with the Vetportal module of our Herbst system
    • Be proficient in the use or relevant modules and functionality within Herbst to be able to execute the function of the role
    • Trace and track deliveries on case by case basis
    • Keeping records of customer interactions, transactions, comments and complaints in the contacts section within Herbst system.
    • Providing feedback on the efficiency of the customer service process
    • Field and dispatch phone calls to relevant departments of the business
  • Sales Support
    • Assist in specific product sales campaigns from time to time by phoning specific target customers to inform them of offers, promotions etc
    • Take responsibility for management of our new range of pet food. This includes
      • Introducing the range to key customers and carrying out on site customer training
      • Supporting customer with product related queries
      • Working with our procurement team to keep stock levels at the correct level to ensure continuity of supply
      • Monitor market and competitor trends re promotions, pricing etc
  •  General
    • Maintaining a positive, empathetic and professional attitude toward customers at all times
    • Communicating and coordinating with colleagues as necessary
    • Due to the changing nature of the business requirements, this role or days completing this role may vary from time to time. Should this occur, your Manager will discuss any changes
    • Any other reasonable request from your manager

 

Person Specification:

  • RVN or background in Veterinary Nursing preferable.
  • Previous experience working in a support role within a distribution business and/or experience of working in the veterinary sector.
  • Good communication and interpersonal skills
  • Flexible and adaptable approach to work
  • Effective administration and organisation skills
  • Good computing skills, including some experience of using ERP (Herbst) systems, Excel and databases
  • Good organisation skills
  • Good decision-making skills
  • Energetic, motivated, with an enquiring mind and passion for excellence and customer service
  • Strong team player

 

Competencies Required:

The post holder will demonstrate competence in the following areas:

  • Managing Relationships
    • Is committed to building and maintaining effective relationships with internal and external stakeholders
    • Understands client needs and delivers timely response to ensure their needs are met
  • Anticipating & Adapting to Change
    • Has a positive attitude to change and willingly identifies and embraces new plans for the business
  • Imagination, Innovation & Creativity
    • Embraces innovation and creativity within the Company
    • Displays fresh and forward-thinking approach
  • Communications Skills
    • Demonstrates ability to communicate verbal information clearly and concisely and actively participates in relevant meetings
  • Learning and Development
    • Is open to giving and receiving constructive feedback from colleagues and others as appropriate
    • Demonstrates a commitment to develop oneself in line with business needs

 

To apply for this position, please forward an up to date CV to our HR Team on hr@dugganvet.ie