Customer Service/Customer Care Representative (Candidates Located In Tempe, San Antonio, Covington,

Job Description

Summary:

Provide exceptional levels of customer care that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques.

Responsible for meeting business objectives and targets as defined for this position.

Primary Responsibilities and Duties

• 50% - 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.
• 15% - Process requests for credit, rebill and returns as needed.
• 15% - Handle all customer contacts in a professional and courteous manner.
• 10% - Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
• 10% - Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• 10% - Support promotional sales campaigns and product launches.
• 10% - Resolve service complaints to the satisfaction of the customer within established company guidelines.
• 10% - Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• 10% - Participate in other projects as required.
• 10% - Participate in and contribute to Team Meetings.
• 10% - Provide support to other team members as needed.
• 10% - Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• 10% - Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
• 10% - Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

KSA Requirements (Knowledge, Skills, and Abilities)

• Knowledge
• Skills
• Education/Degree
• Experience

Knowledge:

• 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.
• Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).
• Preferred: 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.

Education/Degree:

• High School Diploma or GED required
• Associate’s /Bachelor’s Degree Preferred

Experience:

• 2+ years business related experience in a customer contact center

Physical Requirements

• This individual will work in a home or office environment with moderate noise.
• While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment.
• The employee frequently is required to talk and hear. The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time.
• This individual will work in an office environment with moderate noise. Infrequent lifting of over 25 lbs. will be required.