Customer Care Support Associate – Urgent Need

About the role

This individual works as an advisor to our customers, building strong relationships while providing ongoing support to exceed all of their expectations of their current and future business needs. The position reports to the Customer Service Supervisor, Order Processing Team and works closely with the Supervisor and Team Leads to ensure the department’s stated goals and quality standards are achieved. The duties will adjust to the needs of the business as it grows.

Duration: 12-month contract, 40 hours per week, 1st shift. Location: Warwick, RI.

Responsibilities

• Provide primary phone line coverage.
• Process all customer orders via phone, email, and fax transmittal.
• Process charity orders.
• Monitor the Customer Service email box and voice mailbox.
• Manage C.R. Bard email and phone Help Lines.
• Work closely with Global Distribution Center to ensure movement of orders throughout the day and provide end-of-day closure.
• Pursue personal development of skills and knowledge necessary for effective performance of the role and future opportunities.
• Adhere to and ensure compliance with C. R. Bard, Inc., guidelines, protocols, and policies.
• Other duties may be assigned as required.

Requirements

• Exceptional interpersonal skills with the ability to “read” customers and display patience when working with people.
• Skilled in the use of personal computers and office software, including familiarity with MS Word, Excel, PowerPoint, and Outlook.
• Ability to multitask using dual monitors while working in multiple systems.
• Clear communication skills (written and verbal), using positive language, while speaking in a calm and cheerful manner.
• Ability to work with and maintain confidential information.
• Ability to resolve potentially stressful customer interactions.
• Excellent organizational skills.
• JDE experience desirable.
• Demonstrated excellence in the continuous handling of meticulous detail.
• Excellent data entry, proofreading, and typing skills.
• Skilled in solving basic math equations.
• All job duties to be performed under supervision.

Qualifications

• High School Diploma required; some college preferred.
• Customer Service Call Center experience preferred or equivalent.
• Experience in Medical Device Customer Service or a clinical environment is a plus.
• Excellent English verbal and written communication skills; second language is a plus.
• Communication in this job often involves hospital professionals, requiring a special set of skills, knowledge, and experience. Previous work in a clinical setting is preferred.

Skills

• Ability to solve basic math equations.
• Ability to adapt to new, rapidly developing challenges.
• Attention to detail is paramount.
• Ability to learn quickly is a must.
• Decisions must be made in a timely manner to service the needs of customers and/or Sales Territory Managers.

Physical Demands

This individual will work in an office environment with moderate noise. Infrequent lifting of over 25 lbs will be required.