Call Center Representative

Job Description

Main Purpose of the Position

• Create requests in appropriate databases to support customer orders.
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction.
• Process requests for credit, rebill and returns as needed.
• Handle all customer contacts in a professional and courteous manner.
• Input and manage orders for exception products requiring special handling.
• Support promotional sales campaigns and product launches.
• Resolve service complaints to the satisfaction of the customer within established company guidelines.
• Participate in other projects as required.
• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.

Qualifications

• Must have previous call center experience (2 -3 years).
• Steady/consistent job times and ability to multi-task.

Competencies

• Values – We do what is right, we are all accountable, we thrive on innovation and demand quality, we learn to improve every day.
• Leadership Commitments – Be bold and strategic, remove obstacles and empower others, deliver results that matter, debate and decide, then commit and go, win as one client, have the courage to iterate, try new things and embrace change.
• Mindset – The best way to help customers and patients is to truly know them, challenges are opportunities to grow and improve, inclusion and diversity make us a stronger team, speaking up builds trust and gets to better outcomes faster.

Essential Functions

• Strategic Orientation: The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples. Specific scope of responsibilities is to be based on the specific role.
• Continuous interaction with Supervisor and Team Members.
• Participation and support department continuous improvement initiatives.
• Applies specialized knowledge / skills to perform routine and non-routine work.
• Follows established procedures, practices, and policies for Customer Care.
• Influence extends to customers, peers, team members, and key stakeholders.
• Degree of Accountability: The degree to which the position entails making key decisions that affect business performance and examples. Has moderate discretion and decision making. Accountable for the execution of specific tasks with moderate discretion and with oversight from a Supervisor. Responsibility to execute requests timely and with quality and accuracy.
• Financial Impact: The degree to which the position has an impact on those things that drive revenue generation and profitability. Ensures that orders are entered timely and accurately so that invoicing can occur. Ability to use the most cost-effective solutions to drive down costs for operating expenses. Erroneous decisions will have a long-term effect on the company’s success.

KSA Requirements

• Knowledge • 2+ years business related experience in a customer contact center
• Experience managing supplies and equipment.
• Proficiency in Microsoft Office.
• Experience with contact center software / phone systems.
• Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).
• Preferred: Experience in a medical device or health care company.