Job Description
Job Description
Open to remote candidates; however, candidates located in St. Louis are highly preferred.
Must be available/flexible between 8am - 6pm CST
Shifts are 8am - 4:30pm and 9:30 - 6pm
12 months
POSITION SUMMARY:
Communicate information of Veterinary Products to Veterinary professionals, including current and potential consumers of Purina Pro Plan Veterinary products.
PRIMARY RESPONSIBILITIES:
KEY RESULT AREAS
1. Facilitate the sale, promotion, and recommendation of Purina Pro Plan Veterinary products to veterinary professionals by providing detailed technical and nutritional information.
2. Communicate and provide dietary management advice and technical product information to current and potential consumers of Purina Pro Plan Veterinary products.
3. Communicate the nutritional excellence of all Purina pet products to veterinary professionals to increase sales and recommendations.
4. Provide customers with all aspects of our online store issues including login issues, returns/refunds, available credits, general delivery questions.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Provide professional, friendly, accurate and timely response to customers calling in on the Veterinary & Vet Products Consumer, and Purina for Professional 800 service lines. Provide same to customers communicating via the internet and social media sites.
2. Serve as Purina’s headquarters contact with veterinary professionals.
a. Provide detailed technical and nutritional information on all existing and any new veterinary products.
b. Provide dietary management advice in treating pets with certain health problems.
c. Discuss and promote the research and science behind Purina Pro Plan Veterinary products.
d. Discuss and promote the clinical advantages of Purina Pro Plan Veterinary products vs. the competition.
e. Communicate the nutritional excellence of all Purina products to increase recommendations.
f. Serve as a resource on current pricing structures, promotions, and marketing programs unique to the veterinary customer.
g. Communicate the advantages of our online store program to clinic staff.
3. Serve as Purina’s sole contact with existing and potential consumers of Purina’s veterinary products:
a. Reinforce/confirm veterinary to client product recommendations by providing technical and nutritional information to support the recommendation.
b. Encourage and persuade potential consumers to discuss Purina Pro Plan Veterinary products with their veterinarian to increase distribution.
c. Provide nutritional management advice in treating pets with certain health conditions.
4. Effectively implement and/or support all sales and marketing programs requested.
5. Develop a thorough understanding and a proficiency level in the following areas:
a. Pet food
b. The pet food industry
c. The veterinary profession
d. The Purina for Professional staff feeding program
e. Pet care feeding and nutritional needs of the healthy dog and cat
f. The nutritional needs of diseased animals
g. A Customer Response System and other appropriate NPPC systems applications.
OTHER DUTIES AND RESPONSIBILITIES
1. Manage all customer service issues including investigation and resolution of veterinary product complaints.
2. Provide product locations to current and potential veterinary product consumers.
3. Support internal and distributor field sales personnel by responding to inquiries relative to technical and nutrition issues, promotions and marketing programs. Provide the necessary assistance to help increase sales.
4. Assist internal and distributor field sales personnel in locating and obtaining reference, point of sale, and technical materials designed to generate and maximize sales.
5. Maintain awareness of competitive activity, customer issues or concerns, react and report in a prompt manner.
6. Attend select veterinary conferences to promote Purina products, research, and science.
7. Work in the field with sales representatives on a biannual basis to maximize learning and gain understanding of the support needs of the field.
8. Gather and qualify information on potential veterinary customers, document and forward to the appropriate field sales personnel.
9. Provide detailed information on social media (sprinkler system) site. Ensure messaging is consistent while tailored to unique channel needs (phone, email, chat & social).
Experience (Years/Type): 2 + years experience in customer service. Veterinary clinic, animal science or nutrition background preferred.
Skills:
1. Excellent interpersonal and business communication and customer service skills.
2. Capable of understanding and communicating technical and nutritional product information, promotion details, and program specifics.
Education Required
High School diploma required with 2 years work experience or 4 years work experience in business/customer service required.