Customer Support Agent

Work that matters, fueled by passion for pets!  At Hill’s we have a purpose.  Every day around the world, we transform the lives of millions of pet families through pioneering innovation, amazing nutrition, and the best and brightest people. Founded more than 75 years ago with an unwavering commitment to pet nutrition, Hills' mission is to help enrich and lengthen the special relationships between people and their pets.

HILL'S® Prescription Diet® therapeutic pet foods, HILL'S® Science Diet® and HILL'S® Ideal Balance™ wellness pet foods are sold worldwide. Hill’s is a division of Colgate-Palmolive, a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition, with sales of products in more than 200 countries.  To learn more about Hill's and Colgate, please visit and, or find us on LinkedIn, Facebook, Twitter and YouTube.

Location: Topeka, Kansas, United States
No Relocation Assistance Offered
# 60765

Position Purpose:


The Customer Support Center Agent is responsible for providing an extraordinary customer experience to our Pet and Veterinary customers.

This position requires attention to detail and active listening to customers while processing orders. Researching customer issues and contacting Territory Managers, Fulfillment and Warehouse personnel, providing clear and concise information resulting in a customer resolution; the position actively sells products using a sales model.


Let's talk about Responsibilities:


  • Process inbound calls, email, fax, and live chats professionally and efficiently utilizing call center etiquette and technology. Inform customers of new products, price increases, policy changes, route information and sell additional products or promotions. Utilize on-line reference materials in order to assure consistent, accurate messaging.
  • Accurately entering data into the CRM system following established guidelines to meet or exceed standard Key Performance Indicators
  • Handle the call volume by taking responsibility of answering incoming calls as a top priority, including adhering to telephone schedule.
  • Research and resolve customer concerns by utilizing business discernment to achieve customer happiness while we maintain discretion of all data.
  • Willing to accept mentoring, feedback and direction, which follows the Hill’s company philosophy of providing continuous feedback (Mentorship and Feedback).
  • Process Return Goods Authorization (RGA)with orientation to detail to inform department management of potential high risk issues.


Support department cross-functional duties as needed, which could include supporting the following teams:


The Fax Team process accurately and efficiently incoming orders and place outbound calls to customers to address order clarifications.

The Customer Experience Team provides different types of support to internal/external customers including processing orders, supporting promotional activities, Shelter accounts, Hill’s retail sales website, and customer’s staff online ordering system. Team members provide first level trouble shooting of all operations systems. In addition, this team works closely with Business Partners, Field Sales, and Customer Fulfillment.


What you need for this position:


  • High School diploma or GED
  • 2+ years in customer service or a call center environment
  • Able and willing to work overtime based on business needs
  • Ability to work a flexible work schedule Monday – Friday between 7 am and 7 pm CT
  • 10-key proficient
  • Basic computer skills including email and Microsoft Office


It’s an advantage to have:


  • Associate/Bachelor’s Degree
  • 2+ years of Vet Tech / clinic experience
  • 2+ years of banking experience


Are you interested in working for Hill's Pet Nutrition? You can apply to work with us using this online application. Attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process.

Become part of our team. We look forward to your application.

Equal Opportunity Employer
Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.


Full time
Topeka, Kansas 66601, US