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Consumer Affairs Agent

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Date: Mar 8, 2018

Location: Topeka, KS, US

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
# 59226

Position Purpose:


As a Consumer Affairs Agent, you will be a part of dynamic and diverse team located at our Hill’s Pet Nutrition global headquarters in Topeka, KS.  The Hill’s Customer Support Center is a world class contact center responsible for providing superior service to Hill’s North American based pet store and vet clinic customers, consumers, and internal sales teams.  As an agent for our Customer Support Center (CSC) you may be trained to work within our Consumer Affairs team, as well as being trained to support Inbound, Fax, and Contact/Specialty. Cross training within our departments helps to enable better customer service for our customers, while also promoting the professional development of our employees.


Let's talk about Responsibilities:


  • Successfully handling a variety of telephone, email, chat, social media and letter inquiries (complaints, suggestions, questions, etc) from pet owners and retailers.
  • Portraying a caring and professional image of Hill's to the consumer
  • Accurately recording actionable data and insights for the business so that the voice of the consumer is heard
  • Providing in-depth knowledge of Hill's products, nutritional information, disease conditions, consumer promotions,
  • Follows department procedures to enable accurate, timely responses


CA Agent may also support their partner CSC Agent teams:


  • The Inbound Team that is responsible for providing best-in-class customer service to our Pet and Veterinary customers via inbound telephone calls, including keying orders, researching account issues, making outbound calls to warehouse personnel, and upselling products while using the sales model.
  • The Fax Team is responsible for accurately and efficiently processing incoming fax orders and place outbound calls to customers to address order clarifications. This position is also responsible for sorting, marking, and distributing the incoming faxes from the fax machines.
  • The Contact/Specialty Team provides support to internal/external customers in regard to processing of orders, including managing all aspects of order entry. This position will have primary responsibility for site administration of the Hills retails eSales site.  A Contact/Specialty Team agent will have knowledge of all promotional activities and work with the Go to Market teams.  In addition, this position will work closely with Business Partners, Field Sales, and Customer Fulfillment on special projects, and be responsible for first level trouble shooting of all operations systems.

This is not an exhaustive list of duties or functions. You may be assigned to special projects or given responsibilities in addition to the above dependent on demonstrated skillsets and leadership abilities.


What you need for this position:


  • High School Diploma or GED
  • 2+ years of Customer Service experience
  • Ability to work a flexible shift between the hours of 7am and 7pm Central Time
  • Ability to work overtime when needed
  • Proficient use of computers, including Microsoft programs (Word and Excel)
  • Ability to type at least 35 words per minute with a low error rate
  • Ability to talk to customers/consumers while typing, up to 8 hours per day, at a desk, following a set team schedule


It’s an advantage to have:


  • Bachelor’s degree, especialy with emphasis with Animal Science
  • 1+ year of Call Center experience
  • Experience in a Vet clinic providing care for pets


Expected Areas of Skills:


  • Strong customer service orientation
  • Ability to multi-task in a fast paced environment
  • Strong communications skills (written/verbal)
  • Proficient in managing multiple screens of information while speaking with a customer
  • Interpersonal skills that fit a team and individual environment


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.


Nearest Major Market: Topeka

Job Segment: Social Media, Warehouse, Field Sales, Call Center, Manufacturing, Marketing, Sales, Customer Service

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