Equine Customer Service Representative (Remote Pacific or Mountain Time)

Job Summary

An Equine Customer Service Representative, you are responsible for assisting internal and external customers and sales representatives over the phone with order entry with professionalism, skill, and expediency. This is a remote position but candidates must reside in the Pacific or Mountain time zone.

Responsibilities:

• Accurately process and ensure accuracy of customer transactions in order entry system such as orders, quotes, returns, etc.

• Maintain accurate customer and territory records, facility records, and document all customer interaction.

• Provide impeccable customer service and sales support; respond to customer queries, answer questions and solve problems in a timely fashion.

• Monitor scheduled shipment dates to ensure timely delivery.

• Accurately maintain and ensure regulatory guidelines are met according to Company, State, and Federal policies. 

• Gain understanding of and adhere to Accounts Receivables policies and practices.

• Verify price and terms in accordance with standard procedures and customer profitability profiles.

• Communicate any pertinent information received from customers to the outside sales representative or appropriate management.

• Identify customer requirements and expectations in order to recommend specific products and/or solutions.

• Generation of reports

• Multitask and work within multiple computer systems and communication platforms simultaneously. 

• Maintain a current knowledge of company products, policies and procedures.

• Develop strong working relationships across the business/functions, as well as with customers and manufacturing partners. 

• The Customer Service Representative may perform other duties as assigned.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

Administrative:

• Accurately process and ensure accuracy of customer transactions in order entry system such as orders, quotes, returns, etc.

• Maintain accurate customer and territory records, facility records, and document all customer interaction.

• Generation of reports

• Monitor scheduled shipment dates to ensure timely delivery.

• Accurately maintain and ensure regulatory guidelines are met according to Company, State, and Federal policies. 

• Gain understanding of and adhere to Accounts Receivables policies and practices.

• Verify price and terms in accordance with standard procedures and customer profitability profiles.

• Multitask and work within multiple computer systems and communication platforms simultaneously. 

• Maintain a current knowledge of company products, policies and procedures

Customer Support:

• Develop strong working relationships across the business/functions, as well as with customers and manufacturing partners. 

• Provide impeccable customer service and sales support; respond to customer queries, answer questions and solve problems in a timely fashion.

• Communicate any pertinent information received from customers to the outside sales representative or appropriate management.

• Identify customer requirements and expectations in order to recommend specific products and/or solutions.

• The Customer Service Representative may perform other duties as assigned

Additional Functions

In addition to the essential functions listed below, the incumbent may perform the following additional functions.

• Upgrades telephone orders.

• Introducing and promoting new products during calls.

• May also place outbound calls to existing customers to identify and suggest additional products and increase sales and services.

Job Qualifications

Required Qualifications

• High School Degree or equivalent

• Exceptional customer service and organizational skills

• Accuracy and strong attention to detail

• Effective verbal, written, and interpersonal communication skills 

• General computer proficiency including knowledge of MS Office

Preferred Qualifications

• Equine Experience

• Associate’s Degree in Animal Science, Agriculture or related field, or equivalent combination of education and experience.

• Proficiency in SAP or related ERP

Working Conditions

Physical Demands

• Operating a computer or other office devices for the majority of the workday

• May occasionally need to move packages up to 10 pounds such as office supplies or equipment

• Must be able to communicate with others in person, over the phone, and in writing. 

• Must be able to understand and effectively exchange accurate information with others such as coworkers, customers and vendors

• Must be able to read and interpret various electronic and written documents.

Travel and On-Call

This position provides the opportunity for minimal travel (10%) in a local area for a sales ride-along or training opportunity.

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $15.43 - 22.74/hr