Veterinary Medical Information Specialist

1 day ago

Great Malvern, Worcestershire, United Kingdom Zoetis Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Care Veterinary Technician. As a key member of our Veterinary Medical Information and Product Support (VMIPS) Team, you will be responsible for providing exceptional customer service and support to our customers, while ensuring the safe and appropriate use of our products.

Key Responsibilities
  • Deliver superior first-line customer support, providing a personalized customer experience through easy, efficient and empathetic interactions that allow our customers to accomplish their needs
  • Answer and resolve inbound companion animal and livestock daily customer contacts via all approved channels in accordance with Zoetis guidelines
  • Speak fluently and with confidence to veterinary staff and animal owners about product mode of action, disease states, patient diagnosis, treatments and diagnostic interpretation
  • Assure the documentation of reported adverse events involving Zoetis products and comply with current pharmacovigilance requirements and standards
  • Respond effectively to routine and complex inquiries and complaints in a manner that is consistent with VMIPS and Veterinary Medical Regulatory Affairs (VMRA) standard operating procedures (SOPs)
  • Assure that the appropriate processes and procedures are followed that maintain consistency and accuracy in data entry, medical investigation, responses to inquiries and complaints, follow-up, and the use of the pharmacovigilance (PV) database
  • Educate customers on Zoetis product, service and program offerings, following up with additional information when necessary
  • Administer relevant marketing guarantee programs (e.g. ISG, Satisfaction Guarantee) to ensure a positive customer experience with fiduciary accountability to the business
  • Liaise with internal Operations, Marketing, Sales and Manufacturing teams to identify the best outcomes for the customer
  • Utilize phone, workforce management and QA systems with ease and efficiency
  • Maintain collegial, team-player attitude when interacting with VMIPS colleagues
  • Complete ongoing required training within stipulated time-frames in order to maintain strong knowledge of products, programs, policies and procedures
  • Participate in ongoing departmental and weekly team meetings
  • Manage multiple tasks simultaneously in a consistently changing environment; work with manager to prioritize appropriately
Requirements
  • High school diploma or equivalent required; associate's or bachelor's degree in a related field preferred
  • Minimum 1-2 years of experience in a customer-facing role, preferably in the animal health industry
  • Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues and internal stakeholders
  • Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines
  • Proficiency in Microsoft Office and other relevant software applications
What We Offer
  • Competitive salary and benefits package
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Recognition and rewards for outstanding performance

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