Customer Service/Customer Care Representative

Responsibilities

• Create requests in appropriate databases to support customer orders.
• 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 entering 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.
• Maintain 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 regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.
• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

Qualifications

• 2+ years business related experience in a customer contact center.
• Experience managing supplies and equipment.
• Proficiency in Microsoft Office.
• Experience with contact center software / phone systems.
• Preferably 1+ year(s) experience working in an ERP (SAP and or JDE).
• Preferably Experience in a medical device or health care company.

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
• Skilled in the use of computers.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Excellent organizational skills; attention to detail.
• Positive Service Attitude.

KSA Requirements

• Knowledge
• Skills
• Absolutely no information provided about KSA Requirements.

Essential Functions

Not provided in the job posting.

Physical Requirements

• Stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment.
• Frequently talk and hear.
• Occasionally reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time.
• Lift over 25 lbs. infrequently.