Customer Service Representative

Reporting To:

Customer Service Manager


Thurles, Co. Tipperary

Role Summary:

In the role of Customer Service Representative, you will be required to field and manage customer queries relating to our range of veterinary products. You will be asked to process orders, modifications, and escalate issues and complaints as required to the relevant department or contact within the business.

Key Functions & Activities

  • Maintain a positive, empathetic and professional attitude toward customers at all times
  • Responding promptly to customer inquiries
  • Acknowledging and resolve customer complaints
  • Developing and maintaining knowledge of our products to a sufficient level of detail so that you can answer customer questions
  • Process orders received through various channels
  • Provide support for the Field Sales team where required
  • Assist in specific product sales campaigns from time to time by phoning specific target customers to inform them of offers, promotions etc
  • 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.
  • Communicating and coordinating with colleagues as necessary
  • Providing feedback on the efficiency of the customer service process
  • Ensure customer satisfaction and provide professional customer support
  • Issue and follow up Cascade forms to customers as needed
  • Field and dispatch phone calls to relevant departments of the business
  • 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

Personal Specification:

  • RVN or background in Veterinary Nursing.
  • 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 for this Role:

The post holder will demonstrate competence in the following areas:

Managing Relationships

  1. Is committed to building and maintaining effective relationships with internal and external stakeholders
  2. Understands client needs and delivers timely response to ensure their needs are met

Anticipating & Adapting to Change

  1. Has a positive attitude to change and willingly identifies and embraces new plans for the business

Imagination, Innovation & Creativity

  1. Embraces innovation and creativity within the Company
  2. Displays fresh and forward-thinking approach

Communications Skills

  1. Demonstrates ability to communicate verbal information clearly and concisely and actively participates in relevant meetings

Learning and Development

  1. Is open to giving and receiving constructive feedback from colleagues and others as appropriate
  2. Demonstrates a commitment to develop oneself in line with business needs

Please forward your CV to hr@dugganvet.ie, with “Customer Service Rep” in the subject line.