Customer Service Representative

Job Description Summary

To provide effective customer service for all external Liberator Medical Supply, Inc. customers by utilizing in-depth knowledge of company products and programs.

Primary Duties and Responsibilities

• Provide timely and accurate information to customers regarding their order status and/or product information requests
• Process customer orders/changes according to established department and intra-departmental policies and procedures
• Recall shipments in route, recover packages shipped in error, track package locations, process customer returns according to established department policies and procedures, and thoroughly know the RMA process
• Resolve disputed billing charges, provide timely feedback to Customer Service Management regarding service failures or customer concerns, and actively participate in the Customer Satisfaction Dialer and Surveys
• Document customer calls within the organization's proprietary software systems, including creating and processing service tickets, and effectively overcome objections relative to customer cancellations and management escalations
• Communicate Liberator Medical Supply’s Mission and Core values through expressions and communications of Care and Appreciation to all customers

Ancillary Duties and Responsibilities

• Partner with Sales Representatives to meet or exceed customer service expectations
• Daily review of the Contact Delivery Exception Reports for FedEx, UPS, and USPS, including vendor or customer contact regarding exception reasons and internal operational follow-up to remedy any shipment issues
• Daily review of the dropped call list, including transferring messages to appropriate departments via the internal phone system and/or email
• Processing all Mastectomy product returns and exchanges and properly documenting them via the company proprietary software as a Mastectomy Call tag
• Monitoring Customer Service Rush Board and communicating with operations to ensure that all priority customer orders are sent out by the end of each business day
• Performing other duties and responsibilities as requested, directed, or assigned

Reporting Relationship Responsibilities

No supervisory responsibilities

Minimum Requirements or Qualifications

• High School Diploma or general education degree (GED); one to two years related experience and/or training; or equivalent combination of education and experience
• Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools
• Ability to write some external business correspondence
• Ability to effectively present information and respond to questions from management, team members, and/or customers
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages
• Ability to solve practical problems and deal with a variety of variables
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Knowledge of Word Processing software, Excel, Access and/or other database software
• Ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)
• No certifications needed
• Ability to work some evening shifts, weekends, and overtime as needed
• While performing the duties of this job, the employee performs tasks in a temperature controlled office environment under normal office conditions
• The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions