Zoetis

Customer Support

• Ability to ‘Delight the Customer’ in all interactions by: Delivering first line customer support, providing a personalized customer experience through easy, efficient and enthusiastic interactions that allow our customers to accomplish their goals
• Managing multiple tasks simultaneously in a fast paced, high-volume environment, with minimal supervision and high attention to detail
• Providing superior customer service and remaining solution-driven with all customers
• Answer approximately 80-120 inbound calls and emails daily from customers and internal colleagues while accurately answering questions and fulfilling requests. Execute outbound calls as needed.
• Process customer orders and requests with accuracy and efficiency in SAP, Service Cloud, and/or LIS
• Address customer billing inquiries and payment requests
• Facilitate customer disputes by initiating credits and debits
• Educate customers on Zoetis service and program offerings, following up with additional information when necessary
• Collaborate with internal teams for additional support such as Specialized ZRL Support groups, Customer Accounts, Credit and Collections, U.S. Commercial, Lab Operations, Marketing, Sales, Logistics, etc. to ensure appropriate information is provided or communicated to exceed customer expectations
• Maintain working knowledge of Zoetis test menus.
• Participate in ongoing training and departmental meetings in order to maintain strong knowledge of tests, programs, policies and procedures.
• Document customer interactions according to standard procedures in support of efforts to provide a consistent, high-quality customer experience
• Utilize Five9 phone system with ease and efficiency
• Consistently achieve departmental performance requirements
• Maintains compliance with all Zoetis standards, controls, policies and practices
• Perform other duties as assigned by Customer Service Management Team

Customer Service Specialist

Manager

• Lead and develop all colleagues in Area accordingly based on position.
• Consistently demonstrate Solution Coaching capabilities.
• Direct the business activities and efforts of the area Account Managers (AM) and Executive Account Managers (EAM).
• Meet or exceed sales objectives (quota) for key growth products.
• Develop annual strategic business plans including demographics, economics, performance, potential, actionable items, tracking and reporting for the territories.
• Handle various administrative and reporting duties, including Operating Expenses, Performance management, Performance reviews.

Area Business Manager

• Seeking a highly capable individual for Area Business Manager (ABM), US Petcare Division.
• Lead and model Zoetis Core Beliefs within the team and company.
• Direct the business activities and efforts of the area Account Managers (AM) and Executive Account Managers (EAM).
• Meet or exceed sales objectives (quota) for key growth products.
• Develop annual strategic business plans for the territories individually and the area overall.
• Coordination and resource allocation of marketing efforts in the area, balancing needs of AMs and EAMs.

Account Manager

• Maximize sales performance within the assigned geography
• Successfully launch new products and generate new equipment leads
• Build effective relationships with targeted hospitals/personnel
• Meet field activity expectations

Product Manager

• Own the ServiceNow platform roadmap from a tooling standpoint (configuration, development, integrations, upgrades, and platform health), aligning delivery to business and IT priorities.
• Partner with process owners (Incident/Change/Request/Problem/Knowledge/CMDB, etc.) to implement and continuously improve tooling capabilities that enable their operating models (without owning the processes themselves).
• Establish and maintain tooling governance: configuration standards, SDLC controls, release management, environment strategy, audit readiness, and platform KPI reporting.
• Lead configuration and development of ServiceNow modules and platform capabilities (e.g., workflows, catalog items, automation, notifications, roles, forms, UI policies, data policies, reporting/dashboards).
• Own integration architecture and delivery for ServiceNow and adjacent enterprise systems using supported patterns (APIs/web services, SSO, directory/LDAP, identity and governance platforms), including ongoing monitoring and operational support for integrations.
• Lead tooling enablement for the Service Catalog / Self-Service experience (structure, request models, fulfillment workflows, UX), in partnership with service owners and operational teams.
• Provide tooling ownership and governance configuration for adjacent service delivery technologies such as Jira (as applicable): configuration standards, project/service template governance, workflow schemes, integration patterns, and reporting alignment with ServiceNow.
• Define and maintain the toolchain interoperability strategy (ie, ServiceNow ↔ Jira ↔ identity ↔ monitoring ↔ asset/data sources), ensuring consistent data definitions, reliable integrations, and clear ownership for shared fields and master data.
• Lead the ITSM tooling support team responsible for planning, development, testing, releases, and platform support for the ServiceNow ecosystem.
• Manage vendor and partner delivery for platform development and integrations; ensure outcomes meet architecture standards, security/compliance needs, and operational expectations.
• Own the CMDB platform configuration and data governance enablement (data model, relationship model, integrations/data mapping, data quality controls, and reporting) in partnership with risk/compliance and technical domain owners.
• Implement and maintain platform controls that support auditability, resiliency, disaster readiness, and segregation of duties across environments and releases.

ITSM Platform/Product Owner

Solutions Engineer

• accountable for selling Zoetis diagnostic instruments, tests and associated products and services within an assigned US sales territory.
• building and maintaining customer relationships to maximize customer retention.
• achieve budgeted sales quotas within targeted accounts in assigned territory.
• collaborate with Zoetis colleagues to achieve goals and support the diagnostics business.
• travel to offices of existing and prospective customers, with a target of 3-4 existing customers and 3-4 new business opportunities per day.
• provide ongoing customer support, including assisting customers with product, technical or service concerns.

Diagnostics Solutions Consultant

Product Marketing

• Develop and deliver cGMP and cGDP training
• Support training development regarding contamination control and aseptic behavior
• Design, develop, implement curricula, and conduct training in compliance with site procedures and global standards
• Identify and drive continuous process improvements related to GMP and aseptic training
• Conduct audits/reviews of personnel to evaluate training effectiveness
• Facilitate New Employee Orientation, and aseptic training for initial and refresher training for site personnel
• Conduct spot checks/audits of aseptic techniques and behaviors during operations
• Network with the Global Aseptic Team to share best practices
• Collaborate with area Operations Team Leaders to train and lead colleagues in the performance of best practices

GMP Training Lead

• Represents all Zoetis Poultry products and services in Broiler accounts
• Ensures customer experience and satisfaction is maximized
• Achieves annual gross revenue and margin targets
• Coordinates efforts of other Regional Account Managers, Vets and technical support
• Leads the development and maintains the account plan for assigned Key accounts
• Promotes and supports sales of all Zoetis products and services
• Builds customer loyalty to Zoetis poultry products
• Manages corporate communication regarding Zoetis poultry products and services
• Utilizes Customer Relationship Management Tool (CRM) to manage key accounts

Senior Strategic Account Manager

• Meet overall sales objectives (quota) both overall and for key growth products via demand generation within targeted geography
• Successfully launch new products and service offerings
• Build effective relationships with and service all targeted hospitals / personnel
• Develop and execute a Territory Business Plan / Resource Allocation

• executing strategies to maximize sales performance within the assigned geography
• successfully launch new products, service offerings and generate new equipment leads
• build effective relationships with and service all targeted hospitals / personnel
• develop and execute a Territory Business Plan / Resource Allocation
• meet field activity expectations including sales call activity and investment in medical education programs

• Maximize sales performance within assigned geography.
• Meet overall sales objectives (quota) for key growth products.
• Successfully launch new products and service offerings.
• Develop and execute a Territory Business Plan.
• Interact with customers following all promotional guidelines.
• Build effective relationships with targeted hospitals/personnel.

• meet overall sales objectives (quota) for key growth products via demand generation
• launch new products and generate new equipment leads
• develop and execute a Territory Business Plan / Resource Allocation
• collaborate with Zoetis Petcare colleagues and meet expectations

• Meet overall sales objectives (quota) for key growth products within targeted geography
• Successfully launch new products and service offerings
• Develop and execute a Territory Business Plan / Resource Allocation

Customer Success Manager

• Provide exceptional service, advisement and order-taking for clients and veterinarians that call Platinum Performance daily
• Apply critical thinking and problem solving to provide supplement recommendations for clients and their animals
• Serve and nurture client relationships to achieve a targeted NPS and targeted retention
• Compose clear correspondence to clients through email and text to provide the highest level of friendly, informed, and personalized service recommending products that produce results or to solve moderately complex problems
• Work cohesively with other Platinum Advisors and Client Success Manager to learn with a growth mindset
• Shows capacity to learn both technical (nutrition) and operational (systems) skills
• May seek input of other Advisors or assist to serve as a resource for the minimally complex problems
• Work collaboratively and cross functionally with other departments within Platinum Performance including Production, Quality Assurance, and Shipping.

Client Success Advisor

• Meet overall sales objectives (quota) both overall and for key growth products via demand generation within targeted accounts
• Successfully launch new product and service offerings
• Demonstrate success in other key sales metrics such as growth rates and key performance indicators
• Lead all colleagues in area to meet their objectives successfully and consistently support Individual Development Plans
• Spend +75% of available time with direct reports in the field coaching to help them meet performance objectives by strengthening their core capabilities
• Develop Area Plan with a focus on the Cattle Business Unit priorities and resource allocation/utilization; and then conduct quarterly business reviews with Regional Business Director and revise on an ongoing basis