Customer Service Representative II

About the role

The Customer Service Representative II will be the primary point of contact for incoming and outgoing customer communications, ensuring timely responses and order shipments. This role supports the broader mission of delivering healthier futures for people and animals by providing exceptional service and operational oversight.

Key responsibilities

• Monitor and respond to phone calls, emails, faxes, and other communications within defined SLA and KPI timeframes.
• Log all customer interactions in the CRM system according to documented processes.
• Provide backup coverage for queues, including after‑hours emergency on‑call support on a rotating basis.
• Track breaks and lunches to maintain proper queue coverage and schedule adherence.
• Assist with audit data requests, attend meetings, and contribute to process improvement initiatives.
• Act as the first escalation point for internal and external issues, determining appropriate communication channels and leadership involvement.
• Support training documentation updates, coach staff on document usage, and ensure completion of required trainings.
• Lead quarterly team‑building activities and conduct call monitoring for quality assurance.

Required profile

• Strong verbal and written communication skills.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Attention to detail and commitment to accurate record‑keeping.
• Problem‑solving mindset with the capacity to handle escalations effectively.
• Flexibility to cover rotating shifts and after‑hours support when needed.

Required skills

• Proficiency with a CRM system.
• Experience navigating a Document Management System.