Job Description

Zoetis est un chef de file mondial en sante animale, dedie a faire progresser les soins aux animaux grace a des medicaments, des vaccins, des outils de diagnostic et d'autres technologies novatrices. Zoetis Canada est fiere d'etre reconnue comme l'un des meilleurs employeurs de Montreal par le palmares Canada's Top 100 Employers , ce qui reflete notre engagement envers l'inclusion, la collaboration et le bien-etre. / Zoetis is a global leader in animal health, dedicated to advancing care for animals through innovative medicines, vaccines, diagnostics and other technologies. Zoetis Canada is proud to be recognized as one of Montreal's Top Employers by Canada's Top 100 Employers, reflecting our commitment to inclusion, collaboration and well-being.
Le representant du service a la clientele est responsable de la gestion des activites quotidiennes du service aux clients pour les clients assignes, en assurant une haute satisfaction grace a des recommandations et un soutien a haute valeur ajoutee. Cela inclut le traitement et le suivi des commandes des clients, la coordination avec la chaine d'approvisionnement et la logistique pour garantir une livraison rapide et precise des produits, la conformite de la tarification, et la gestion des processus de credit et de retour pour resoudre efficacement les problemes des clients en conformite avec les politiques de l'entreprise.
Ce role implique la recherche d'opportunites d'amelioration continue avec les clients et les partenaires de distribution et la collaboration avec divers departements de l'organisation pour construire une experience client de haute valeur ajoutee.
Ce poste est situe au siege social de Zoetis a Kirkland.
RESPONSABILITESGerer et ameliorer les activites quotidiennes pour les clients assignes, en veillant a ce que leurs besoins soient satisfaits efficacement en conformite avec les politiques de l'organisation. Participer activement aux initiatives visant a ameliorer la satisfaction des clients directs et indirects, ainsi qu'au lancement de nouveaux produits ou services. Soutenir les changements de processus de gestion et de systemes technologiques globaux et locaux lies aux processus commerciaux Bio/Pharma du service client, y compris les ameliorations de systeme et les integrations commerciales. Optimiser l'utilisation de la technologie telle que SAP, Salesforce, les portails des fournisseurs DC et autres systemes pertinents pour ameliorer les operations de service client. Surveiller et analyser les metriques de service pour garantir que les objectifs de performance sont atteints et identifier les domaines d'amelioration.

QUALIFICATIONS3+ annees de service client et de gestion des commandes Maitrise de SAP et autres ERP pertinents preferee Experience dans l'industrie pharmaceutique preferable Mentalite axee sur le client avec un engagement a atteindre une haute satisfaction client Capacite prouvee a collaborer efficacement en equipe pour atteindre des performances optimales et des objectifs collectifs Excellentes competences en communication orale et ecrite Excellentes competences en resolution de problemes et attention aux details Capacite a gerer efficacement plusieurs taches et priorites Bien organise Bilinguisme (francais, anglais)

La maitrise de l'anglais est essentielle pour ce poste, car il s'agit de la principale langue de communication avec nos clients/partenaires et nos collegues hors Quebec. Le candidat ideal doit avoir une excellente maitrise de l'anglais afin de garantir la clarte et l'efficacite de toutes les interactions, facilitant ainsi une collaboration efficace et le travail d'equipe. La capacite a produire en anglais une documentation professionnelle de haute qualite est essentielle.
Zoetis Canada offre un programme de remuneration globale concurrentiel et complet, qui comprend les elements suivants :soins medicaux, dentaires, de la vue et virtuelle contribution au regime de pension et contrepartie compte de depenses personnel programme d'aide aux employes politiques de conges : jours de vacances, personnels et de benevolat assurance d'invalidite de courte et de longue duree repas subventionnes a notre siege social

Ce poste est eligible a une remuneration incitative a court terme.

The Customer Care Representative is responsible for managing day-to-day customer care activities for assigned customers, ensuring high customer satisfaction through valued recommendations and support. This includes processing and tracking customer orders, coordinating with Supply Chain and Logistics to ensure timely and accurate delivery of products, ensuring correct pricing, and managing credit and return processes to resolve customer issues efficiently and in compliance with company policies.
This role involves seeking continuous improvement opportunities with customers and distribution partners and collaborating with various departments across the organization to build high-value end-to-end customer journeys.
This position is located at the Zoetis Kirkland office.
RESPONSIBILITIESManage and enhance day-to-day activities for assigned customers, ensuring their needs are met efficiently in compliance with organization policies. Actively participate in initiatives to improve customer satisfaction with both direct and indirect customers, as well as in the launch of new products or services. Support global and local business process and technology system changes related to Customer Care Bio/Pharma business processes, including system enhancements and business integrations. Optimize the use of technology such as SAP, Salesforce, DCs vendor portals, and other relevant systems to enhance customer care operations. Monitor and analyze service metrics to ensure performance targets are met and identifying areas for improvement.

QUALIFICATIONS3+ years of customer services and order management Proficiency in SAP and other relevant ERP preferred Experience in pharmaceutical industry preferred Customer-focused mindset with a commitment to achieving high customer satisfaction Proven ability to collaborate effectively in teams to achieve optimal performance and collective goals Strong oral and written communication skills Excellent problem-solving skills and attention to detail Ability to manage multiple tasks and priorities effectively Well organized Bilingualism (French, English)

Proficiency in English is essential for this role, as it is the primary language used for communication with our Canadian clients and colleagues outside of Quebec. The ideal candidate must have a strong command of English to ensure clarity and efficiency in all interactions, facilitating effective collaboration and teamwork. The ability to produce in English high-quality, professional documents is crucial.
Zoetis Canada offers a competitive and comprehensive total rewards package, which includes:health, dental, vision and virtual care pension plan contribution and match personal spending account employee assistance program time-off policies: vacation, float, and volunteer days short- and long-term disability insurance lunch subsidy at our head office

This position is eligible for short-term incentive compensation.
Full time