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Customer Care Representative
4 hours ago
SUMMARY
The Customer Care Representative is often the first point of connection between Penn Veterinary Supply and our customers. This role is essential in delivering friendly, efficient, and solution-focused experience across phone, email, and online ordering platforms. By understanding customer needs, assisting with order placement, and resolving issues quickly, this role strengthens customer loyalty and supports smooth day-to-day operations for veterinary practices.
A successful representative is a proactive team player who communicates clearly, takes ownership of the customer experience, and consistently goes above and beyond expectations.
RESPONSIBILITIES
Frontline Customer Service & Support
- Serve as the first point of contact for inbound customer communications by answering incoming calls to the Penn Vet sales line, directing customers appropriately, or assisting with orders, questions, and service needs.
- Provide customers with guidance on product availability, promotions, Penn Vet programs, website features, and online ordering support.
- Troubleshoot order issues, returns, and account concerns while ensuring quick resolution, appropriate escalation, and follow-through.
- Ensure every customer, whether supported by a Sales Representative or not, receives professional, relationship-focused experience.
Order Management & Problem Resolution
- Accurately enter customer orders, quotes, and account notes in company systems.
- Assist with product sourcing needs, including researching equipment or items to meet customer requests.
- Support special program orders such as Right Time Right Terms and AINV
- Track, escalate, and resolve issues to ensure successful outcomes for customers.
Digital Commerce & Relationship Support
- Promote and guide customers in navigating online ordering tools.
- Ensure digitally ordering customers receive proactive, relationship-level support when they contact Penn Vet.
- Leverage internal tools to analyze buying trends and recommend best-fit ordering solutions.
Sales Enablement & Product Knowledge
- Recommend companion products and solutions to improve customer experience.
- Demonstrate cross-selling and up-selling skills to support business growth and customer needs.
- Maintain strong and current working knowledge of promotions, exclusive solutions, and industry trends.
Collaboration & Communication
- Coordinate with Sales Representatives, Managers, and internal departments to provide seamless account support.
- Cover open or temporarily unassigned accounts as directed by leadership.
Other Duties
- Participate in ongoing training to expand product knowledge and enhance customer experience capabilities.
- Complete additional tasks and projects assigned by company leadership.
QUALIFICATIONS
- Experience in the animal health industry, preferably in a B2B or distribution setting
- Demonstrated success in customer relationship development.
- Highly organized, self-motivated, and operationally focused, with excellent attention to detail.
- Customer service–oriented with a passion for delivering a best-in-class experience.
- Excellent verbal and written communication skills.
- Ability to organize one's own activities, meet deadlines, and manage multiple priorities both independently and while working as an active member of a team
- Proficient in ERP/CRM systems, Microsoft Office Suite and business analytics tools.
- Ability to travel for company or industry meetings on average 1-2 times a year.
PHYSICAL DEMANDS
The physical demands and work environment characteristics described here are representative of those encountered while performing the essential functions of this role:
- Remote position requiring prolonged periods of computer, phone, and virtual meeting use.
- Must be able to communicate effectively across video, phone, email, and chat platforms.
- May occasionally need to lift or move materials up to 20 pounds (e.g., training materials or samples).
- Ability to remain in a stationary position for extended periods during desk work or virtual meetings.
- Must have a reliable internet connection and a dedicated, professional home office suitable for confidential conversations.
- Travel required approximately 1–2 times per year.
DISCLAIMER
Associates of Penn Veterinary Supply must be able to perform the essential functions of the position satisfactorily, and, if requested, reasonable accommodation will be provided to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
Penn Veterinary Supply retains the right to change or assign other duties to this position as necessary.
