Customer Care Representative - Urgent Need

Location: San Antonio, TX | Duration: 12 months | Hours: 40/week (1st Shift) | Employment Type: Contract on W2 (US Citizens or GC Holders Only)

About the Role

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

Responsibilities

• Compose accurate, prompt, and appropriate replies to all internal and external customer contacts.
• Review orders for accuracy and completeness; confirm and/or correct customer orders prior to entering in ERP system.
• Enter all contact information into appropriate database(s) in compliance with company and regulatory policies.
• Escalate potentially serious incidents to appropriate levels of management.
• Research information to answer questions and respond appropriately.
• Identify and coordinate resolution of issues that may negatively impact customer satisfaction.
• Handle all customer interactions (phone, chat, fax, email) professionally and courteously.
• Provide proactive support for Key/Focus accounts and Sales Force.
• Assist less experienced Customer Care Specialists with complex inquiries, ensuring customer retention and loyalty.
• Mentor new hires.
• Investigate requests for credit, rebill, and return material authorizations; create and follow up on related documents (RMAs, credit/debit memos).
• Manage communications with internal functions (Contracts, Sales, Operations, Supply Chain, Logistics) to support customer requests and meet deadlines.
• Serve as a voice for the customer.
• Assist in the development, testing, and piloting of new processes and procedures.
• Support promotional sales campaigns, product launches, and cross-selling/upselling activities.
• Handle overflow calls from other client customer contact sites for business continuity.
• Manage Special Order Handling, including government and donation orders.
• Support shipping schedules to ensure on-time delivery.
• Meet and exceed order accuracy standards and turnaround times.
• Handle inbound customer contacts regarding order inquiries, placement, and general product questions.
• Work with business planners to manage stock in short supply.
• Support Marketing promotions and product launches.
• Identify and participate in process improvement efforts.
• Represent the department within Supply Chain and supported Business Units.
• Participate in cross-functional teams and activities.
• Investigate and analyze service complaints, resolving them within company guidelines.
• Handle complaints according to FDA/ISO/cMDR and HIPAA regulations governing medical devices.

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 team.
• 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 leads to better outcomes faster.

Scope of Responsibility

• Participate in and support department continuous improvement initiatives.
• Work closely with other teams to meet resolution and quality expectations.
• Maintain in-depth knowledge of products, processes, and policies.
• May require supervision to resolve complex issues.
• High impact on customer satisfaction levels.
• Apply specialized knowledge/skills to perform routine and non-routine work.
• Partner with internal/external groups: Sales, Marketing, Credit, Supply Chain, Logistics, Distribution, Distributor Relations, Quality Assurance, Customer Facing Master Data Organization, Distributors, Direct Customers, and Health Care Professionals.
• Influence extends to customers, peers, team members, and key stakeholders.
• Participate in training activities.

Qualifications

Education

• High School Diploma or GED (required).
• 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).
• Preferred: Experience in a medical device or healthcare company.

Knowledge, Skills, and Abilities

• Strong analytical and computer skills (spreadsheet and reporting programs).
• Knowledge of Supply Chain Management and experience leading or participating in cross-functional projects.
• Proven ability to analyze data and use critical thinking skills.
• Knowledge of Customer Support software, including phone systems, ERP, and workforce management.
• Customer Focus, Customer Service, Data Entry, Listening, Phone, Verbal/Written Communication, Critical Thinking, Relationship Building, Interpersonal Savvy, Problem Solving.
• Ability to work effectively under pressure in a deadline-oriented environment.
• Strong multi-tasking skills to manage diverse responsibilities accurately and timely.
• Strong team orientation and excellent interpersonal skills.
• Excellent oral and written communication; attention to detail.
• Continuous and versatile learner.

Other Requirements

• Flexibility in work schedule, including willingness to work overtime as needed and occasional Saturdays if business needs dictate.
• Ability to formulate decisions for new and rapidly developing challenges.