DX Customer Service Specialist
Zoetis
August 20, 2026
Remote friendly (Trenton, NJ)
United States
Operations
Diagnostics Customer Service Specialist
Duties
- Process contracts in SAP and ensure required information is captured.
- Process orders via phone, fax, EDI, CPQ, and email.
- Ensure transactions follow existing pricing, marketing, and/or policy parameters.
- Execute end-to-end order/billing processing through invoicing, considering customer needs, lead times, and contractual/legal requirements.
- Assist Logistic Centers with SKU serial/lot and location adjustments, inventory issues, and special events.
- Coordinate shipments and product allocation with Marketing Managers, Finance, and Logistic Centers to maximize fulfillment.
- Contribute to development, review, and adherence to SOPs and compliance for Customer Service functions.
- Serve as liaison and primary point of contact for Diagnostics Field Force and customers.
- Assist sales/marketing with internal service.
- Resolve customer inquiries and research/resolve customer account issues.
- Review and update SAP equipment records.
- Review/process return authorizations per Zoetis Returns Goods Policy.
- Support field resources (FFO, CPQ).
- Maintain daily phone coverage and meet phone metrics.
- Participate in developing marketing offer parameters.
- Complete ongoing training and customer service initiatives to maintain product knowledge.
- Perform outbound calling with Promotional Response Team campaigns.
- Other duties as assigned.
Qualifications
- Bachelor’s degree or 5 years equivalent Customer Service/Operations experience.
- Minimum 1 year Zoetis Veterinary Customer Service (or equivalent).
- Full understanding and use of SAP/ERP (SAP ECC).
- Knowledge of Zoetis accounts, products, pricing, and programs (preferred).
Skills/Requirements
- Microsoft Office Suite; Internet Explorer.
- Analytical/organizational skills; attention to detail and accuracy.
- Verbal and written communication.
- Customer service, problem-solving.
- Process-oriented; able to help create procedures/workflows.
Physical/Other
- Ability to sit/stand and speak for long periods.
- Phone coverage 8:30–5 as scheduled.
- Less than 5% travel.
Duties
- Process contracts in SAP and ensure required information is captured.
- Process orders via phone, fax, EDI, CPQ, and email.
- Ensure transactions follow existing pricing, marketing, and/or policy parameters.
- Execute end-to-end order/billing processing through invoicing, considering customer needs, lead times, and contractual/legal requirements.
- Assist Logistic Centers with SKU serial/lot and location adjustments, inventory issues, and special events.
- Coordinate shipments and product allocation with Marketing Managers, Finance, and Logistic Centers to maximize fulfillment.
- Contribute to development, review, and adherence to SOPs and compliance for Customer Service functions.
- Serve as liaison and primary point of contact for Diagnostics Field Force and customers.
- Assist sales/marketing with internal service.
- Resolve customer inquiries and research/resolve customer account issues.
- Review and update SAP equipment records.
- Review/process return authorizations per Zoetis Returns Goods Policy.
- Support field resources (FFO, CPQ).
- Maintain daily phone coverage and meet phone metrics.
- Participate in developing marketing offer parameters.
- Complete ongoing training and customer service initiatives to maintain product knowledge.
- Perform outbound calling with Promotional Response Team campaigns.
- Other duties as assigned.
Qualifications
- Bachelor’s degree or 5 years equivalent Customer Service/Operations experience.
- Minimum 1 year Zoetis Veterinary Customer Service (or equivalent).
- Full understanding and use of SAP/ERP (SAP ECC).
- Knowledge of Zoetis accounts, products, pricing, and programs (preferred).
Skills/Requirements
- Microsoft Office Suite; Internet Explorer.
- Analytical/organizational skills; attention to detail and accuracy.
- Verbal and written communication.
- Customer service, problem-solving.
- Process-oriented; able to help create procedures/workflows.
Physical/Other
- Ability to sit/stand and speak for long periods.
- Phone coverage 8:30–5 as scheduled.
- Less than 5% travel.