Specialist Success Associate (Customer Service Advisor)

Covetrus; Dumfries; On-site; GBP 60,000 - 80,000; Full time

Job description

We are hiring a Specialist Success Associate - come and join our Team in Dumfries.

This role sits within our Customer Excellence department and reports directly to the Customer Success Team Leader. The Specialist Success Associate will be committed to excellence in their work, with a passion for providing support to a variety of customers.

Our Customer Excellence department works hard, but we do love to have fun! You will benefit from a supportive team environment with regular opportunities to interact with the team over lunches and team days.

As a Specialist Success Associate, you will ensure a high standard and act as the first point of contact for established customers, with a requirement to work within your team, as well as with other departments across the business. You will play an active role in triaging and resolving inbound customer issues, in addition to proactively engaging with a defined customer base to drive the success of the customer.

About You

• Work well in a team but equally work well using your own initiative
• Conscientious, self-starter - who likes to continually learn
• Flexible and adaptable to change
• A true collaborator
• MS Office Skills
• Sales Force experience is an advantage
• This role will allow you to grow and develop in a large organisation

Duties And Responsibilities

• Providing the highest quality of Customer Success by responding to, and managing queries from customers via Email, Telephone & Live Chat – and keeping relevant databases up to date with progress. You will be responsible for the management of customers within a defined section of the business.
• Dealing with inbound business queries, and relaying them to the appropriate person or department in a timely manner.
• Actively engaging with a defined customer group on a regular basis to ensure the highest level of customer satisfaction.
• Ensuring customers are updated at regular intervals relating to any issues raised.
• Be proactive in looking for efficiencies in all processes and raising these to the appropriate member of the management team.
• Take part, and actively engage in all training offered with a view to increase product or business knowledge for customer benefit. Look for, and request training opportunities for your personal development.
• Keep up to date with product information and business changes, as well as important information communicated to you.
• Working in a Rota System, as per hours requested by management to cover Sundays & Bank Holidays.
• Completing all tasks in a timely and professional manner to ensure the efficiency of the office and customer satisfaction.

Why Covetrus?

At Covetrus, we believe in empowering our team to succeed while offering the tools and support needed to thrive. This role offers a unique chance to contribute to a thriving business and build lasting relationships with veterinary practices. Take the next step in your career with Covetrus. Apply now to join our passionate and results-driven team!

Here's a glimpse of what awaits you:

• Covetrus Advantage: Unleash the power of savings with our exclusive Covetrus Advantage program. Enjoy access to thousands of retail discounts and cashback opportunities, transforming your everyday purchases into delightful savings.
• Inclusive Culture: Be a part of a vibrant and inclusive work environment where every voice is valued, and diversity is celebrated. Experience a sense of belonging that empowers you to bring your authentic self to work every day.
• Your Future, Your Way: Secure your future with our Life Insurance plan, where you have the freedom to choose your beneficiaries, ensuring peace of mind for you and your loved ones.
• Financial Confidence: Take charge of your financial journey with our Company Pension Scheme. Covetrus contributes 5% to every employee, paving the way for a brighter and more secure future.
• Cycle to Success: Embrace a healthier lifestyle and save up to 42% with our Cycle To Work Scheme. Enjoy tax-free cycling while exploring a fantastic range of bikes, along with a wide selection of clothing and accessories.
• Support When You Need It: Our Employee Assistance Program is your trusted companion in times of need. This confidential service provides comprehensive support not only to you but also to your partners ensuring their well-being is a top priority.
• Celebrate You: We believe that your special day deserves to be celebrated! Enjoy a Birthday Day Off, because your happiness matters.
• Clear Vision: Your well-being extends to your eyes too! Benefit from Eye Care Vouchers, provided in collaboration with Specsavers, ensuring your vision remains as sharp as your aspirations.

Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.