Job Description

Role

Frontline support for veterinary clients via phone and email; manage case queries, test menus, pricing, additional tests, and billing questions; ensure accurate order entry in LIS/CRM/ERP; liaise with Lab Operations, Pathology, and Logistics.

Site-specific note: Site-specific responsibilities may apply.

Key responsibilities

• Deliver first-line support with easy, efficient, and enthusiastic interactions; document all contacts in HubSpot/LIMS as appropriate and meet call/email SLAs.

• Process orders and updates accurately in LIMS; field billing inquiries; initiate credits/debits per policy.

• Create and maintain client accounts and contacts in HubSpot/LIMS; validate addresses and contacts to enable Pathport/MediLIMS access.

• Perform pre-invoice billing code QA; support end-of-month account checks and exception resolution.

• Triage and resolve data issues (patient merges, naming corrections, referral result intake) while maintaining GDPR/data protection compliance.

• Coordinate courier pickups and missed collections with Logistics; track send-away shipments and results to closure.

• Proactively notify clients of report delays or additional fixation/decals; ensure follow-through to resolution.

• Maintain knowledge of test menus and policies; participate in training, huddles, and continuous improvement activities.

• Serve as customer service and lab-liaison to work closely with site leaders, as needed.

Qualifications

• GCSEs or equivalent;

• 1+ year customer service; veterinary diagnostics experience preferred.

• Proficiency with Microsoft 365 and CRM/LIMS

• Excellent verbal/written communication, time management, and problem-solving.

Physical requirements

• Flexible scheduling to support service hours; ability to remain seated for extended periods.

Additional site-common responsibilities

• Client account setup and data hygiene (HubSpot to Pathport/MediLIMS), including address/contact validation and GDPR-compliant corrections.

• Billing code QA prior to invoicing and end-of-month account checks; escalate anomalies for correction.

• Courier booking and missed-collection liaison with Logistics; track send-away shipments and results to closure.

• Support digital slide scanning when required and basic scanner troubleshooting where applicable; coordinate with Lab Accessioners..

• KPI reporting cadence for service quality and operational exceptions; early escalation of at-risk turnaround cases.

• Manage client consumable orders and shipping.

• Support laboratory with submission form scanning, GDPR complaint paperwork disposal,

• Support laboratory with sample receipt/labelling.

Role boundaries

Role boundaries: sample preparation and handling;

Full time

Legal statement as below

This job advert indicates the general nature and level of work expected. It is not designed to cover or contain a comprehensive listing of activities or responsibilities required of the incumbent. Incumbent may be asked to perform other duties as required. Additional position specific requirements/responsibilities are contained in approved training curricula.

Visa status re must be eligible to work and live in Ireland as below

Colleague must be legally eligible to live and work in Ireland.

of our Benefits

In addition, to being part the world leading animal health company focused on the needs of those who raise and care for animals we offer a range of benefits such as competitive salary, bonus, 25.5 days holiday per annum plus public holidays, a defined contributory pension plan, private medical insurance for you and your family and empowered flexible working, to name a few. Please note that the benefits outlined are subject to change based on organization decision.

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.