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Customer Success Representative
Eickemeyer Canada is a trusted provider of high-quality veterinary equipment, consumables, and educational resources. We are dedicated to delivering exceptional customer service and technical expertise to veterinary professionals across Canada and beyond. As we continue to grow, we are looking for a passionate and skilled Customer Success Representative to join our team.
Job Overview
The Customer Success Representative will play a critical role in ensuring customer satisfaction and retention by providing exceptional support to veterinary professionals. This role involves handling inbound and outbound customer calls, assisting clients post-purchase, contributing to technical content for marketing, and servicing equipment that is returned to our warehouse. The ideal candidate will have a strong veterinary clinical background, technical aptitude, and a customer-first approach.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Handle inbound and outbound calls to assist customers with product inquiries, troubleshooting, servicing and post-purchase support.
- Resolve customer issues efficiently and ensure a positive experience with Eickemeyer products and services.
- Maintain accurate records of customer interactions and feedback in the CRM system.
- Assist customers with basic troubleshooting and technical support for veterinary equipment and servicing.
- Process and manage returns, repairs, servicing and warranty claims.
- Perform hands-on maintenance and minor repairs on returned equipment before sending for further service if needed.
- Collaborate with the warehouse team to ensure efficient processing of serviced equipment.
- Develop technical content such as user guides, FAQs, and training materials for marketing and customer education.
- Collaborate with the marketing team to create engaging product descriptions, blog posts, and social media content.
- Participate in webinars, trade shows, and educational events to provide product demonstrations and training to veterinary professionals.
- Work closely with sales, marketing, service providers and operations teams to enhance customer experience.
- Identify opportunities to improve customer service and servicing processes and contribute to ongoing development initiatives.
- Provide feedback to the product development team based on customer insights and experiences.
Qualifications & Skills
- Minimum 5 years of clinical experience in a veterinary hospital (Veterinary Technician, Veterinary Assistant, or similar role).
- Strong knowledge of veterinary equipment and consumables.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to troubleshoot technical issues and perform minor equipment servicing.
- Experience in content creation, marketing, or education is an asset.
- Proficiency in CRM software and Microsoft Office Suite.
- Highly organized with strong problem-solving skills.
- Ability to work both independently and collaboratively in a fast-paced environment.
Benefits & Perks
- Comprehensive benefits package (health, dental, vision, etc.).
- Opportunities for professional development and career growth.
- Supportive and dynamic team culture.
How to Apply
If you are passionate about veterinary medicine and customer service, we would love to hear from you! Please submit your resume and a cover letter outlining your experience and qualifications to c.rose@eickemeyer.com.
Join us at Eickemeyer Canada and make a meaningful impact in the veterinary industry!
