Customer Service Specialist VPG | Part of Zoetis Location: Hitchin, UK About Zoetis Zoetis is the world’s leading animal health company, dedicated to supporting veterinarians, livestock producers, and pet owners through innovative products, services, and solutions that improve the health and wellbeing of animals worldwide. With more than 70 years of experience in animal health, Zoetis develops and delivers medicines, vaccines, diagnostics, technologies, and services across more than 100 countries. Our colleagues are passionate about making a difference for animals, customers, and communities by combining science, technology, and deep industry expertise. Veterinary Pathology Group (VPG) is part of Zoetis’ global diagnostics portfolio, providing high-quality veterinary diagnostic services that help veterinarians make informed clinical decisions. Through advanced laboratory capabilities, expert teams, and innovative diagnostic solutions, VPG supports veterinary professionals with accurate and timely results that improve animal care. The Opportunity We are looking for a Customer Service Specialist to join our VPG team based in Hitchin, UK. In this role, you will provide frontline support to veterinary clients through phone and email channels, ensuring every interaction is handled efficiently, professionally, and with a strong customer-focused approach. You will manage client queries relating to cases, test menus, pricing, additional testing, and billing, while ensuring accurate order entry and data management across laboratory information systems (LIMS), CRM, and ERP platforms. Working closely with Laboratory Operations, Pathology, and Logistics teams, you will act as a key link between our clients and internal teams, helping to deliver a seamless customer experience and supporting the successful delivery of veterinary diagnostic services. Site-specific responsibilities may apply depending on operational requirements. Key Responsibilities · Deliver first-line customer support through phone and email, providing efficient, enthusiastic, and professional interactions with veterinary clients. · Accurately document all customer contacts, requests, and outcomes within HubSpot, LIMS, and relevant systems while meeting agreed service level expectations. · Process laboratory orders and updates accurately within LIMS systems, ensuring data quality and completeness. · Handle billing enquiries and support credit/debit requests in line with company policies and procedures. · Create and maintain client accounts and contacts within HubSpot/LIMS, ensuring accurate information and GDPR-compliant data management. · Validate client details, addresses, and contacts to enable access to digital platforms such as Pathport and MediLIMS. · Perform pre-invoice billing code quality checks and support month-end account reviews and exception resolution. · Investigate and resolve data-related issues, including patient record merges, naming corrections, and referral result intake queries. · Coordinate courier collections, missed collections, and shipment tracking with Logistics teams to ensure samples and results are managed effectively. · Proactively communicate with clients regarding report delays, additional testing requirements, fixation, or decal requirements, ensuring issues are followed through to resolution. · Maintain strong knowledge of test menus, service offerings, and customer policies. · Participate in team meetings, training sessions, continuous improvement activities, and operational huddles. · Act as a customer service ambassador and laboratory liaison, collaborating with site leaders and operational teams to deliver excellent service. Additional Site Responsibilities · Support client account setup and data quality activities, including HubSpot to Pathport/MediLIMS validation and GDPR-compliant corrections. · Complete billing code quality assurance checks before invoicing and support end-of-month account reconciliation activities. · Coordinate courier bookings, missed collection queries, and send-away shipment tracking through to completion. · Support digital slide scanning activities where required, including basic scanner troubleshooting and coordination with Laboratory Accessioning teams. · Monitor service quality indicators and support KPI reporting, including escalation of operational risks and turnaround time concerns. · Manage client consumable orders and shipping requirements. · Support laboratory operations with submission form scanning and GDPR-compliant document disposal. · Assist with sample receipt and labelling activities to support accurate laboratory processing. Qualifications and Experience · GCSEs or equivalent qualification. · Minimum of 1 year customer service experience; experience within veterinary diagnostics, healthcare, laboratory, or a technical environment is desirable. · Experience using Microsoft 365 applications and CRM/LIMS systems. · Strong verbal and written communication skills with the ability to build positive relationships with customers and internal stakeholders. · Excellent organisation, time management, attention to detail, and problem-solving skills. · Ability to manage multiple priorities while maintaining accuracy and a customer-focused approach. Physical Requirements · Flexible approach to scheduling to support business service requirements. · Ability to remain seated for extended periods while completing administrative and customer support activities. Why Join Zoetis? At Zoetis, our colleagues are driven by a shared purpose: to nurture our world and advance care for animals. Joining VPG means becoming part of a global organisation where innovation, collaboration, and customer focus are at the heart of everything we do. You will have the opportunity to contribute to meaningful work, support veterinary professionals, and be part of a team making a real difference in animal health. Full time Regular Colleague Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search. Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.