Administrator, Customer Service

Position Summary

Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Essential Duties & Responsibilities

• Provide a solution for all callers- if answer is not known- will need to research and follow up
• Log customer data for return processing
• Answer and log customer phone calls
• Maintain pleasant & positive phone voice and attitude
• Process customer orders
• Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
• Process change requests
• Provide accurate sales rep information to customers upon request
• Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
• Review orders for product availability
• Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
• Coordinate with the shipping companies regarding order status and P.O.D’s
• Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
• Ensure phones are covered at all times during normal working hours
• Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
• Other miscellaneous duties or special projects as assigned

Knowledge, Skills & Qualifications

• Basic excel skills
• Be able to come up with creative solutions for customers internal and external with little to no help from a supervisor
• Ability to communicate clearly and effectively- in a positive manner
• Ability to manage tasks in a high-pressure environment
• Ability to multi-task
• Ability to work hours from 8:00am-5pm CST
• General knowledge of the manufacturing, sales and distribution processes

Education And Experience

• High School diploma required; college degree preferred
• ERP experience a plus, computer skills required, working knowledge of MS Office
• Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry

Minimum Qualifications

• Must be 18 years of age

Travel Requirements

• Typically requires travel less than 5% of the time

Physical Requirements And Work Environment

• This job operates in a professional office environment.
• This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

About Us

• ICU Medical has consistently provided you with clinical innovations that help solve real-world challenges. With the acquisition of Hospira Infusion Systems in 2017 and Smiths Medical in 2022, we are now a global market leader with a complete line of clinically-essential IV therapy and high-value critical care products for hospital, alternate site, and home care settings.
• We're Ready To Bring You Consistent Quality, Innovation, And Value In More Areas Than Ever.
• Our Focus Allows Us To Bring You Dedicated and non-dedicated IV sets and needlefree connectors clinically proven to provide an effective barrier against bacterial transfer and colonization.
• The industry’s broadest IV smart pump offering covering large volume, pain management, and ambulatory needs.
• IV medication safety software providing full IV-EHR interoperability with the highest customer satisfaction and compatibility with more EHR systems than any other company.
• Significant US IV solutions manufacturing and supply capabilities.