Customer Service Representative (Must Have 2 Yrs. Call Center Exp)

Main Purpose of the Position

The position serves as a critical link between customers and our company's operations, ensuring high levels of customer satisfaction through efficient and effective service handling.

Primary Responsibilities and Duties

• 25% - 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 entering into system.

• 15% - 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.

• 15% - 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.

• 10% - 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.

• 10% - 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.

• 10% - 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. Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.

Impact on Business Results

• Degree of Accountability: Ensuring timely and accurate order processing, resolving customer issues promptly, and maintaining high levels of customer satisfaction are key to the success of the business. Erroneous decisions in these areas can lead to lost revenue, damaged relationships with customers, and potential legal issues.

• Financial Impact: Improper order processing can result in financial losses due to incorrect billing or missed deadlines. Poor customer service can lead to customer dissatisfaction, loss of business, and negative word-of-mouth. Compliance with regulations ensures adherence to legal requirements, avoiding fines and reputational damage.

Skills

• Strong computer skills

• Strong team orientation

• Excellent interpersonal skills and service orientation

• Excellent oral and written communication skills

• Ability to multi-task

• Continuous and versatile learner

KSA Requirements

• Knowledge: Working knowledge of Word and Excel. Proven analytical ability. Excellent interpersonal skills and service orientation. Excellent oral and written communication skills. Ability to multi-task. Continuous and versatile learner.

• Experience: Must submit with 2+ years’ experience in Call Centers. Preferred SAP experience or data base experience. For people management position, indicate years of experience (e.g. (#) year’s leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel).

• Education: High School diploma or GED.