Customer Service Manager- Commercial Operations

The role is to provide excellence in customer service by primarily leading the customer service team, developing processes, formalizing policies and procedures, aligned to the changing needs of our customers and new developments in the supporting infrastructure and systems. The customer service manager is the primary representative acting on behalf of the company, so it is paramount that they know and understand the company systems, processes, and cross functional operations to streamline our customer experience and develop appropriate customer journeys. The customer service manager with the support of the dedicated off-site team, platforms and systems drives excellence in customer service levels both internally and externally over all engagement platforms. Key alignment with corporate values & strategic initiatives of the business to enable and promote customer experience through all channels.

**Reporting Structure**:
Commercial Operations Lead: Commercial Operations

Number of direct reports: 5

**Key Stakeholders**:

- Internal; _sales teams, commercial managers, business unit leads and other support functions such as marketing, quality and regulatory, supply chain and logistics.

External: Local service providers that are key to enhancing our customer experience, all relevant animal health customers within Southern Africa such as veterinarians, veterinary practices, agricultural retailers, and producers.

**Key Responsibilities**:
The Customer Services Manager, under general supervision, is responsible for:

- Management of customer service team, achieving customer engagement & satisfaction
- Develop and maintain relationships with all relevant internal and external stakeholders
- Optimize the operations of customer relations management
- Achieve commercial operations KPI's, customer service KPI's and continuous monitoring for improvement and risk assessment.
- Implementation and monitoring key customer service improvement projects / systems in accordance with strategic business plans.
- Manage and develop strategic external relationships to enhance customer experience with Local Service Providers (LSP) and respectively hold partners accountable to Service Level Agreements (SLA).
- People management and development, training and coaching of the customer service team, and support through Five9 cloud-based switchboard.
- Achievement of business objectives to lead in market with regards to customer experience on all platforms.
- Drive and contribute to a culture of quality/excellence, through risk awareness and adherence to compliance standards and operational controls

**About Zoetis**
At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world's most innovative and effective products for animal health-medicines, vaccines, diagnostics, genetic tests, biodevices-and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.

**Diversity, Equity & Inclusion**
Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each colleague feels valued and cared for and where we can be our best every day. Our Diversity, Equity & Inclusion (DE&I) focus and commitment begins with our leadership team of diverse backgrounds, experiences and ethnicities (50% of our executive team members are women), and it is demonstrated in our support of our colleagues and industry. Our Diversity, Equity & Inclusion Council, representing colleagues across locations, functions and communities, serve as ambassadors and champions for DE&I initiatives. In addition to the Diversity, Equity & Inclusion Council, Zoetis has six colleague resource groups that bring together colleagues who share similar backgrounds, experiences, or interests and work together toward goals aligned with our strategic business priorities.

Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a Best Place to Work for LGBTQ Equality, a 100 Best Company for Working Mothers, a Top Company for Executive Women, among many others.

For animals. For health. **For you.