Customer Care Representative - Urgent Need

Job Description

Provide exceptional service to all internal and external customers through effective use of contact handling skills and techniques. Subject Matter expert in product, processes, and policies. Primary contact for Key Focus accounts and/or business, Sales Force, Product End Users. Responsible for meeting business objectives and targets as defined for this position, supporting, and building relationships with Business Unit(s), effectively communicating, driving process improvements and guiding processes to meet customer expectations.

Primary Responsibilities And Duties

• % of Time (estimated): 50% Composes accurate, prompt, and appropriate replies to all internal and external customer contacts.
  Reviews orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.
  Enters all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
  Serves as a mentor for new hires.

• % of Time (estimated): 15% Research information needed to answer questions and respond appropriately.
  Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.
  Provides proactive support of Key/Focus accounts and Sales Force.
  Handles all customer interactions phone, chat, fax, and email, in a professional and courteous manner.

• % of Time (estimated): 10% Assists in the development, testing and piloting of new process and procedures.
  Takes overflow calls from other client customer contact sites for business continuity.

• % of Time (estimated): 10% Special Order Handling, including all government, donation orders and others as required.
  Supports shipping schedules to ensure on time delivery.
  Works with business functions to ensure satisfaction, service and sales goals are met.

• % of Time (estimated): 10% Identifies and participate in process improvement efforts.
  Represents the department within Supply Chain and supported Business.

• % of Time (estimated): 10% Investigates and performs analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
  Handles all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.

Scope Of Responsibility

• 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.

• Participation and support department continuous improvement initiatives.

• Maintains in-depth knowledge of products, processes, and policies.

KSA Requirements

• Knowledge: Strong analytical and computer skills (particularly spreadsheet and reporting programs).
  Knowledge of Supply Chain Management and previous experience leading or participation in cross-functional projects.
  Proven ability to analyze data and use critical thinking skills to think outside the box.
  Knowledge of Customer Support software included phone system, ERP and workforce management.

• 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.
  Demonstrated ability to work effectively under pressure when needed in a deadline-oriented environment.
  Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
  Strong computer skills
  Strong team orientation.
  Excellent interpersonal skills and service orientation.
  Excellent oral and written communication skills; attention to detail paramount.
  Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
  Continuous and versatile learner.

• Education/Degree: High School Diploma or GED
  Preferred: Associate’s /Bachelor’s Degree (business or related studies) or equivalency or 5+ years’ work experience.

• Experience: 2+ years business related experience in a customer contact center
  1+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)
  1+ year(s) experience with multiple channels of communication: phone, email, chat.
  Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).