Customer Care Representative (Must Have 2 Yrs Exp in Customer Care)

About the role

Average work hours per week are 40.00, Monday through Friday, 1st shift. This is a contract position for 3 months.

Responsibilities

• Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods.
• Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
• Process requests for credit, rebill and returns as needed.
• Work with Supply Chain to support on-time delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards.
• Handle all customer contacts in a professional and courteous manner.
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
• Manage short supply situations, backorders and manual allocations as required.
• Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.
• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• Support promotional sales campaigns and product launches.
• Resolve service complaints to the satisfaction of the customer within established company guidelines.
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.
• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

Qualifications

• Must have a GID or High school Diploma before applying.
• 1-2 years working experience in customer care with a med device or pharma background if possible.
• Must have the ability to multi task been multiple Computer screens.
• Excel - Basic.
• Order entry.

Skills

• Customer Focus.
• Customer Service.
• Data Entry Skills.
• Listening.
• Phone Skills.
• Verbal Communication.
• Written Communication.
• Critical Thinking Skills.
• Relationship Building.
• People Skills.
• Interpersonal Savvy (Team Orientation).
• Problem Solving.
• Skilled in the use of computers.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Excellent organizational skills; attention to detail.
• Positive Service Attitude.

Benefits

No benefits provided.

Pay

Compensation is commensurate with experience.

Schedule

This position will be remote until it is deemed safe to return to working in an office environment. At that time, all Associates will be located at the specified Tempe Office location.