SUMMARY DESCRIPTION The successful candidate will be able to accept ownership for effectively processing orders, responding to customer inquiries and complaints in a timely manner and delivering a world-class customer experience.
SUPERVISION RECEIVED This position is under the direct supervision of the Supervisor, Customer Service US
SUPERVISION EXERCISED None
ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Responsible for ensuring all orders received by phone, fax, email or other sources are processed and acknowledged accurately and promptly upon receipt.
Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, product information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
Identify customer's needs and provide basic to moderately complex support; Identify and solve problems using available resources. Maintain a current knowledge of products offered in catalog to support providing basic product information.
Handle customer complaints; Complete the required documentation within the time limit and submit to the relevant organization; Arrange the product returns and raise credit notes, where required.
Ensure order processing holds are addressed in a timely manner.
Proactively communicate product availability to customer; Manage backorders, where required, informing the customers of availability dates.
Generate sales invoices upon request.
Retrieve voice messages each morning and process accordingly.
Provide support to the sales team on: pricing, quotes, product samples, customer inquiries.
Liaise with other departments to resolve customer inquiries.
Provide feedback to department leadership as needed.
Actively engage in projects to improve service levels.
Perform other related duties as assigned by management.
Adhere to CLIENT Core Values.
The ability to act as an essential employee within the Customer Service Department--having the availability to work on company holidays; ability to work from home if the office/company is closed due to weather related or other circumstances.
DESIRED MINIMUM QUALIFICATIONS The requirements listed below are representative of the knowledge, skill and/or ability required for his position.
High school diploma / Associates Degree or higher
A minimum of one to three years related experience and/or training in Customer Service.
Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred.
Ability to speak, read and write English.
Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
Passion for customers and delivering a world-class service experience.
Demonstrated critical thinking, problem solving and analytical skills.
Sense of urgency and proven ability to work under pressure.
Attention to detail and strong organizational skills.
Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment.
Ability to adapt to and embrace change.
Understanding of the Order to Cash process and related systems; Oracle, SalesForce.com, GHX, EDI, Movex. MS Office experience desirable.
TOOLS AND EQUIPMENT USED Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.
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