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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations, including issue resolution, case management, and order management. Proficient in analytical problem-solving and effective communication with both customers and internal stakeholders.
Highest-signal resume keywords
Customer Service OperationsIssue ResolutionAdvanced Excel SkillsCertified Customer Experience Professional (CCXP)Microsoft Office Proficiency
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementOrder ManagementAnalytical Problem SolvingData AnalysisDocumentation PracticesBilling ProcessesReporting ProcessesConflict ResolutionCustomer Information ManagementService Delivery
Soft Skills
Strong Verbal CommunicationWritten CommunicationCritical ThinkingAttention to DetailOrganizational Skills
Tools & Technologies
Orbit CRMMicrosoft WordMicrosoft OutlookMicrosoft Excel
Certifications & Qualifications
Certified Customer Experience Professional (CCXP)
Industry Keywords
Customer ServiceVeterinary Clinic ExperienceOperational EnvironmentQuality Control PrinciplesEscalation Practices
About the role
Key responsibilities & impact- Support the day-to-day relationship between MWI and MVH strategic accounts
- Provide high-volume phone support and respond to email inquiries
- Handle customer calls, emails, and faxes involving inquiries, concerns, and requests
- Reconcile damaged and lost shipments, including product returns and credits
- Generate and customize weekly reports and ad hoc reports
- Maintain frequent contact with internal and external customers to address issues
- Analyze and investigate customer issues and take appropriate action
- Assist with onboarding and training new associates on call intake, customer inquiries, and system procedures
- Assist with analytical solutions and procedure documentation
- Provide accurate information about products, pricing, services, policies, and procedures
- Maintain customer interaction records in the Orbit CRM system
- Handle escalated issues by evaluating and recommending solutions to management
- Make suggestions to improve customer service operations
- Complete assigned special projects
- Maintain the MBX email inbox for COUPA orders
- Collaborate with internal departments to maintain accounting, billing, contract procedures, order delivery, reporting, and operational solutions
Requirements
What you’ll need- High School Diploma/GED or equivalent experience required
- Associate's degree in business administration, operations, or a related field preferred
- 3+ years of experience in customer service operations, case management, order management, issue resolution, escalations support, service delivery, or a related field required
- Certified Customer Experience Professional (CCXP), or equivalent certification preferred
- Advanced Excel skills
- Proficiency with Word and Outlook
- Proven experience in a customer service role
- Strong verbal and written communication skills
- Excellent problem solving and conflict resolution abilities
- Ability to handle multiple tasks and demonstrate critical and analytical thinking
- Knowledge of customer service operations and transaction support processes
- Knowledge of customer information management, record maintenance, and documentation practices
- Knowledge of billing, payment, and reporting processes within an operational environment
- Knowledge of quality control principles, service measures, and escalation practices
- Knowledge of Microsoft Office applications and standard business systems
- Ability to communicate effectively in writing and verbally with customers and internal stakeholders
- Ability to organize workload, manage priorities, and handle multiple tasks within defined timelines
- Ability to review data and documentation for completeness, accuracy, and consistency
- Ability to analyze operational information and numerical data to identify issues or variances
- Ability to resolve routine operational issues by applying defined procedures and judgment
- Ability to work independently within established guidelines and collaboratively across functions
- Ability to maintain attention to detail in a structured service environment
- Normally requires two (2)+ years related experience or Bachelor degree
- Veterinary clinic experience desirable
Benefits
Comp & perks- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities