Associate I, Customer Service

Position Summary

Essential Duties & Responsibilities

• Answer incoming calls and basic customer questions and inquiries using computer software (via soft phone).
• Understand customer requirements, analyze, and provide appropriate clarifications and solutions.
• Rout and direct specific customer inquiries to appropriate personnel, escalating to team lead and or customer service manager when needed.
• Activation and maintenance of customer accounts, as well as updating pricing in ERP.
• Process customer sales order & requisitions received via sales field ordering tools, emails, calls, and faxes.
• Ability to review/validate order requests and properly enter order details into our ERP program accurately.
• Sales order payment processing for credit card payments.
• Pricing letter confirmations and verifying customer pricing accuracy on orders vs existing pricing on account.
• Processing of consignment related orders - invoicing/billing of tissue and resolving inventory discrepancies.
• Processing order of value ad items – such as request for freezer/thermometers and nanocoolers.
• Work with the Accounts Receivables department to ensure orders are routed expeditiously. This includes setting up credit terms and resolving credit hold issues.
• Maintain open and efficient communication between AR and the Sales field regarding order/account holds.
• Able to handle/request credit & rebills for invoice correction purposes.
• Provide support to our Commercial team (Sales & Marketing); routing sales leads. Customer inquiries, and product complaints to their respective departments.
• Aid the Distribution Department with delivery status of shipped orders, managing delivery delays and order exceptions and as well as correcting/replacing orders as needed.
• Maintain open and efficient communication between Distribution and the Sales field regarding order/inventory issues.
• Assist with (DRI) Donor Recipient Information cards processing, along with all other customer/account/sales related duties that may arise.
• Utilize reports and tools within Salesforce.com for customer support related functions.
• Perform outbound account calls to current and prospective clients to promote products/services, generate leads, and maintain relationships.
• Conduct inside sales activities including lead follow-up, quoting, and order processing to support revenue growth.
• Quality Related Functions Required to escalate all product related events/report to the Quality team within a timely manner. Assist Quality with obtaining details on product related events.
• Complete all Quality related trainings within the required timeframe. (MasterControl, Litmos, other)

Skills & Abilities

• Work cross-functionally with key internal partners including but not limited to, Quality, Distribution, Accounts Receivable, Sales, Commercial Operations.
• Utilize multiple programs and systems across dual monitors while answering questions over the phone.
• Excellent communication skills; fluent (oral/written) English.
• Proficient in Microsoft software applications: Teams, Excel, Word, PowerPoint and Outlook.
• Provide world class customer experience, ability to work under stressful situations and multi-task.
• Able to verbally express specifications by telephone and electronic communications.
• Participate in executing customer service strategies.
• Inform customers about order status, invoices and other standard information as needed.
• Flexibility to work overtime as required, possible weekends, even on short notice.
• Able to work varying schedules.
• Consistent and timely adherence to assigned schedule.

Position Expertise/Qualifications

• High School Diploma, required.
• Associates Degree, preferred.
• Strong Salesforce CRM experience, preferred.
• Sage ERP Experience, preferred.
• 2 years’ in a customer service oriented environment, preferred.