Customer Services Representative I Lisburn I £25,000-£30,000

Department: Sales & Marketing

Reports To: Head of Sales & Marketing

Salary Band: £25k - £30k

ABOUT US

We are a leading independent veterinary wholesaler dedicated to supplying high-quality pharmaceuticals, equipment, and consumables to veterinary practices throughout Ireland and agricultural merchants in Northern Ireland. Operating within a high-volume, tight-margin wholesale distribution environment, we pride ourselves on exceptional customer service, strong supplier partnerships, and efficient supply chain management. We are continually investing in our people, systems and processes to support sustainable business growth.

MISSION OF THE ROLE

1. To deliver outstanding customer service across both B2B and B2C business channels, ensuring customers receive a professional, efficient, and responsive experience.
2. To support sales growth and customer retention through effective order processing, proactive customer engagement, accurate administration, and collaboration with the sales team.
3. To maintain strong customer relationships while ensuring all customer interactions, activities, and account data are accurately recorded within CRM systems.

About The Role

MAIN RESPONSIBILITIES

Order Management & Customer Care

• Order Processing : Manage B2B/B2C customer orders, returns, prescription scripts, and invoice queries.
• Issue Resolution : Resolve customer complaints professionally, escalating complex issues when necessary.
• Service Standards : Maintain communication within agreed service level agreements (SLAs).

Sales Support & Relationship Management

• Team Assistance : Support sales staff with quotations, promotions, and administrative tasks.
• Proactive Engagement : Conduct weekly sales and relationship calls to manage backorders and retain clients.
• Lead Generation : Identify market opportunities and route intelligence to designated Sales Representatives.

Administration & Data Integrity

• CRM Management : Log all interactions, calls, opportunities, and follow-ups within the CRM system.
• Data Maintenance : Keep customer account records, contacts, and decision-maker data current.
• Repair Coordination : Administrate equipment repairs by liaising between customers, suppliers, and internal teams.

Please submit an updated CV detailing your relevant experience, skills and qualifications, and how these align with the requirements of the position.

VSSCo reserve the right to enhance the criteria in the event of an unprecedented response and will consider any reasonable adjustments throughout the recruitment process

VSSCo are an equal opportunities employer

Investors in People Accredited Employer
We are proud to be an Investors in People accredited organisation, reflecting our commitment to supporting, developing and valuing our employees. We invest in our people through training, career development opportunities and a positive working environment.

Required Criteria

• A minimum of 1 years experience in a dedicated customer service or sales support role
• Proven track record of strong interpersonal, communication, and relationship-building skills.
• Excellent customer service and care skills.
• Excellent written and verbal English communication.
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Proven ability to work independently and seamlessly within a team
• GCSE English Language and Maths at Grade B/6 or above (or equivalent qualification)

Desired Criteria

• Prior knowledge of the veterinary, pharmaceutical, healthcare, or agricultural industries

Skills Needed

Exceptional Customer Service Skills, Client Relationship Management, Adapting to Circumstances, Listening/ Active Listening

Salary

Not disclosed