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.