About this role
Description
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides an opportunity for all employees to collaborate internationally, offering visibility and the opportunity to directly contribute to the company's success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
The Specialist, Customer Ops Multichannel is a customer-focused position responsible for executing order to cash and revenue generating activities for the Poultry, Swine and Veterinary Public Health business areas by partnering with internal stake holders to mitigate complexities and maintaining customer relationships.
The Specialist, Customer Ops Multichannel will lead and influence the organizational support; achieve the department vision and goal, by fostering Customer Centricity and Employee Engagement. The focus of this position is to provide oversight of the Customer Operations agents, ensuring superior customer service with every customer interaction. This position works directly with the Customer Operations Management team to provide consistency across the department. The incumbent identifies key factors for customer success and engages internal stakeholders to execute strategic improvement in customer interaction. Demonstrated competence in illustrating performance and process trends and initiates action by creating improvement plans to mitigate risk is essential for success in this role.
Duties & Responsibilities
- Primary contact for assigned Poultry and Swine customers and distributors, and Veterinary Public Health (VPH) accounts, managing operations, escalations, reporting, and issue resolution.
- Serves as a liaison between customers, distributors, and cross-functional teams, including Key Account Managers (KAMs), Area Sales Representatives (ASTs), Sales, Marketing, Supply Chain, Inventory Control, Regulatory Affairs, Finance, and Warehouse Operations, to ensure alignment on customer requirements, product availability, and fulfillment priorities.
- Owns end-to-end order management for assigned, including order placement, EDI transaction management, order monitoring, exception resolution, fulfillment coordination, and customer communication to ensure timely delivery.
- Collaborates with warehouse and distribution teams to ensure inventory availability and on-time delivery performance.
- Coordinates with customers, distributors, and cross-functional teams to ensure product availability, order fulfillment, and business alignment.
- Resolves complex operational challenges while supporting business objectives and service commitments.
- Creates compelling, complex and articulate written documents, adapting verbiage, tone, and style to the needs of the audience.
- Recognizes communication that may provoke conflict before its' onset; commands the use of multiple strategies that are critical to facilitating effective communication between the involved parties for the purpose of achieving and/or restoring constructive professional relationships.
- Drives Department change processes; participates in defining critical success factors to the organization.
- Initiates the process of exploring department advancement opportunities and implementation feasibility to improve service and productivity.
Requirements
- Bachelors and two-plus (2+) years of customer service, sales, animal health or related experience required and preferred.
OR
- Associate’s degree and four-plus (4+) years of customer service, sales, animal health or related experience required.
OR
- High school diploma and six-plus (6+) years of customer service, sales, animal health or related experience required.
- Must be detail oriented and fluent in Microsoft Office software (Excel, Word, PowerPoint)
- Strong written and oral communication skills required and be a solid team player
- Innovative, creative and demonstrated expertise for excellence in customer experience
- Demonstrated ability to influence and lead changes across an organization
- Expert at solving complex and/or sensitive situations
- Excellent organizational, analytical, judgment, and interpersonal skills
- Strong Conflict management skills
- Ability to be agile and provide direction in a fast-paced, multi-tasking environment
Eligibility Requirements :
- Must be legally authorized to work in the United States without restriction.
- Must be willing to take a drug test and post-offer physical (if required).
- Must be 18 years of age or older.
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