Customer Engagement Representative II

Job Description

• Under general supervision of the Manager, responsible for placing proactive outbound calls to established accounts and potential prospects
• Develop, maintain, and implement long-term business partnerships with assigned accounts
• Drive revenue growth and customer satisfaction using both incoming and outbound sales strategies and superior customer service skills
• Engage with and support all customers by helping them achieve their objectives throughout the customer journey
• Assist all MWI customers by answering incoming requests via all communication channels
• Deliver a best-in-class customer experience to targeted customers within an assigned territory, in partnership with Territory Managers
• Collaborate with Territory Managers to shape and implement long-term business relationships to drive growth and win or maintain market share
• Cultivate business for the territory by engaging designated customer segments through outstanding customer support and targeted upselling activities
• Achieve customer experience and retention goals through market-leading customer support
• Answer incoming customer requests from the general phone queue and assigned accounts
• Place sales orders and resolve customer questions and issues through email and phone
• Help customers find and order products and solutions through research
• Educate customers on products and solutions within the MWI catalogue
• Maintain frequent contact and collaborate with internal partners to address all issues within assigned area of responsibility
• Maintain strong knowledge of products, services, overall customer needs, industry trends through assigned training and meetings
• Escalate issues and customer challenges and make recommendations to manager or relevant team to improve the customer and employee experience
• Partner with Territory Managers on assigned accounts to achieve assigned territory goals
• Partner with the respective Territory Manager on sales strategies to maximize revenue and market share with assigned and prospective accounts
• Collect, maintain and share customer insights with Territory Manager to assist in territory and customer planning; ensure customer data and call notes are consistently entered into appropriate systems
• Assist in processing orders and addressing customer needs for assigned territory
• Monitor backorders and communicate to customers as items become available
• Attend assigned customer meetings as needed
• Identify upselling opportunities and communicate specials and promotions to assigned accounts in alignment with territory strategy to achieve revenue and market share goals

Requirements

• Associate’s degree in veterinary technology or bachelor’s degree in an animal health field or equivalent agricultural degree is preferred
• Two or more years of customer service experience in a call center environment and/or sales background
• General experience in the animal health industry is preferred
• Ability to solve problems and handle multiple tasks in a fast-paced environment
• Must display initiative, a desire to learn, and the ability to actively participate and assist in facilitating team projects
• Know the Product: Displays knowledge and proficiency in explaining, selling, and administering products; refers customers to appropriate resources within the organization
• Speak Effectively: Speaks effectively in individual or group situations including appropriate nonverbal communications; able to recognize and present information to others; recognizes different methods for communicating the same information and selects the best method; strives for positive, high-impact delivery
• Customer Service: Is customer oriented, sensitive, and responsive to customer needs and priorities; establishes effective working relationships with customers and gains their respect and loyalty; identifies and takes appropriate action on customer needs
• Sense of Urgency: Demonstrates the ability to respond quickly to changes in day-to-day operation as it relates to department priorities
• Self-Motivated: Develops work objectives and action plans for self; establishes realistic priorities, personal checkpoints and performance indicators; develops an effective strategy for reporting progress and ensuring accomplishment of goals
• Work Commitment: Pursues commitments and action plans until the desired objective is achieved or is no longer reasonably attainable; strives to achieve organizational and individual performance goals; willingly expends extra effort when necessary to get the job done
• Virtual/remote work environment: Comfortable and responsible to work in a virtual environment
• Requires extended hours on a computer
• Ability to deal with stressful situations as they arise
• Comfortable with technology (email, cloud-based systems, Microsoft tools, etc)

Benefits

• medical, dental, and vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• training programs
• professional development resources
• mentorship programs
• employee resource groups
• volunteer activities