Customer Care Representative (Must Have SAP & 2 Yrs. Call Center Exp)

Main Purpose of the Position

Essential for creating and processing customer orders efficiently while ensuring high levels of customer satisfaction, this role supports the achievement of business objectives and targets.

Primary Responsibilities and Duties

• Customer Order Management

  25%

  Create requests in appropriate databases to support customer orders, identify and resolve issues affecting customer satisfaction, and input orders received via various methods.

• Credit and Return Processing

  15%

  Process credit, rebill, and return requests, collaborate with Supply Chain for on-time delivery, and meet established order accuracy and turnaround standards.

• Customer Contact Handling

  15%

  Handle customer contacts professionally, comply with work instructions, manage short supply situations, and ensure timely and accurate entry of contact information.

• Exception Product Management

  10%

  Input and manage orders for special handling products, compose accurate and prompt responses, and report potentially serious incidents to appropriate levels of management.

• Compliance and Support

  10%

  Resolve service complaints, participate in promotional campaigns, and support other projects, contributing to team meetings and process improvements.

• Support and Learning

  10%

  Handle complaints according to relevant regulations, provide support to team members, and maintain a comprehensive understanding of company services and products.

Impact on Business Results

• Degree of Accountability

  Erroneous decisions could lead to delays in customer service, impacting the company's reputation and financial performance.

• Financial Impact

  Improper order processing can result in lost revenue and increased costs due to inefficiencies and potential customer dissatisfaction.

Skills

• Strong computer skills
• Strong team orientation

KSA Requirements

• Knowledge
• Working knowledge of Word and Excel
• Proven analytical ability
• Excellent interpersonal and service orientation
• Excellent oral and written communication skills
• Ability to multi-task
• Continuous and versatile learner

Education/Degree

• High School diploma or GED

Experience

• Must submit with 2+ years’ experience in Call Centers
• Preferred SAP experience or database experience
• Within the Healthcare or Medical Device industries
• 1-year experience with SAP

Other

• Preferred 2+ years of business-related experience in a customer contact center