Customer Service/Call Center Representative

Job Description

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 enter 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 regulation.

Job Requirements

Minimum of 2 years business related experience in a customer contact center.

Minimum of high school diploma, or equivalent; an Associate’s or bachelor’s degree is preferred.

Experience managing supplies and equipment.

Proficiency in Microsoft Office.

Experience with contact center software and phone systems.

Minimum of 1 year experience working in an ERP (SAP and or JDE) is preferred.

Experience in a medical device or health care company is preferred.

Must be able to work shifts ranging from 7:00am - 700pm EST/EDT.

Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate.

Demonstrated excellent customer service skills.

Able to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.

Excellent organizational skills; attention to detail.