Customer Success Representative

Job Title: Customer Success Representative

Location: Eickemeyer Canada

Position Type: Full-time

About Eickemeyer Canada

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

Customer Service & Support

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, 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.
Technical Support & Equipment Servicing

Assist customers with basic troubleshooting and technical support for veterinary equipment.
Process and manage returns, repairs, 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.

Marketing & Educational Content Development

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.

Collaboration & Process Improvement

Work closely with sales, marketing, and operations teams to enhance customer experience.
Identify opportunities to improve customer service 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 (Registered 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.) or RRSP contributions.
Opportunities for professional development and career growth, yearly performance bonus.
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!