Macahl Animal Health
Customer Experience & Commercial Support Executive
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Details
Location: Moy, Dungannon, Co. Tyrone
Employment: Full-time, permanent and office-based
Hours: Monday to Thursday, 9.00am–5.00pm; Friday, 9.00am–3.00pm
Reporting to: Key Account Manager
Works closely with: Managing Director and wider commercial team
About Macahl Animal Health:
Macahl Animal Health is the manufacturer of Oralade®, a leading veterinary oral rehydration brand for pets, trusted by veterinary professionals and pet owners in over 60 countries. As we continue to grow across the UK and internationally, we are looking for an experienced, enthusiastic and highly organised Customer Experience & Commercial Support Executive to join our expanding team.
This is an exciting opportunity for an experienced customer service or sales-support professional who has a genuine interest in animal health, enjoys building strong customer relationships and wants to play an important role in the growth of an ambitious, international, family-owned business.
The Role:
As the Customer Experience & Commercial Support Executive, you will be one of the first points of contact for our customers and will take ownership of delivering an exceptional experience across every interaction. This varied role combines customer service, sales support, commercial coordination and sales administration. Working closely with the Key Account Manager, Managing Director and wider commercial team, you will help develop customer relationships, maintain commercial momentum and ensure opportunities, quotations and orders are followed through effectively.
- Deliver exceptional customer service via telephone, email and social media messaging.
- Respond promptly and professionally to enquiries from veterinary practices, distributors, retailers and pet owners.
- Take ownership of customer queries and complaints, coordinating with internal teams and following matters through to resolution.
- Manage social media enquiries and provide day-to-day communication and administrative support for Oralade® brand ambassadors.
- Provide proactive commercial and administrative support to the Key Account Manager and Managing Director.
- Prepare quotations, presentations, customer proposals and other commercial documentation.
- Process, confirm and monitor customer orders, ensuring customers receive accurate and timely updates.
- Maintain momentum on sales opportunities by following up enquiries, samples, quotations and agreed customer actions.
- Support sales development through proactive communication with existing and prospective customers.
- Assist with new-customer onboarding and coordinate samples, product information and promotional materials.
- Support with new customer/market registrations
- Support customer pricing, promotional activity and new product launches.
- Maintain accurate customer, contact and opportunity records within CRM and order-processing systems.
- Prepare regular sales, customer-service, quotation and order-status reports for the commercial team.
- Help identify cross-selling, customer-development and re-engagement opportunities.
- Monitor agreed customer-service and commercial KPIs, highlighting actions and opportunities to the Key Account Manager.
- Manage incoming calls and coordinate customer and internal meetings.
- Organise travel, accommodation and exhibition bookings.
- Attend UK and occasional international exhibitions and trade events; occasional travel and exhibition work outside normal office hours will be required.
- Work collaboratively with Sales, Marketing, Finance, Logistics, Production and Quality to deliver an excellent customer experience.
- Support commercial projects and continuous-improvement initiatives across the business.
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About You:
- At least three years’ relevant experience in customer service, sales support, account coordination or commercial administration.
- Demonstrable experience of managing customer relationships and taking ownership of enquiries through to resolution.
- A genuine interest in animal health and pet wellbeing, with a passion for delivering excellent customer experiences.
- Confident, professional communication skills with the ability to build relationships across different customer groups and markets.
- Excellent organisational skills, sound commercial awareness and the ability to manage competing priorities.
- Strong IT skills, including Microsoft Office, with confidence preparing presentations, reports and customer documentation.
- A positive, proactive approach with excellent attention to detail and a strong sense of accountability.
- Willingness to travel occasionally and work outside normal office hours for exhibitions and customer events.
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Desirable Experience:
- Experience within the veterinary, pet care, healthcare or FMCG sector.
- Experience using CRM, ERP or order-processing systems.
- Export or international customer-service experience.
- Experience coordinating exhibitions, events or brand-ambassador activity.
Salary & Benefits:
- Salary: £30,000–£35,000 depending on experience.
- 36 days’ annual leave, including public holidays, plus an additional day off for your birthday.
- Company pension scheme.
- Company life insurance.
- Ongoing training and professional development.
- Opportunities to attend UK and international exhibitions.
- Career progression within a growing international pet healthcare company.
- Friendly, supportive and ambitious team environment.
Why Join Macahl?
At Macahl Animal Health, we're passionate about improving the health and wellbeing of pets around the world. We're an ambitious, family-founded business with global aspirations where every team member can make a real difference. Our goal is to improves pet health and lives through better hydration and support pet parents with amazing customer service and support, to make Oralade the Worlds No1 pet hydration brand.
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