Customer Service Representative

Role Overview

• Responsible for providing exceptional customer service by acknowledging the customer’s needs in a professional and friendly manner.
• Responsible for answering customer calls, placing customer orders, returns, product availability, back orders, allocations, shipping and problem resolution of inquiries related to the above.
• Customers must be treated as individuals with unique needs and customer service needs to express concern for customer’s feelings by being empathetic, flexible and responsive.
• Enters customer orders via telephone, mail, email, international, Utilizing SAP, SalesForce.com
• Handles all incoming customer inquiries and complaints (re: product availability, placing order, pricing, returns).
• Authorize return goods from customers due to overstock, damages, expiration, etc.
• Assists with credits, debits, returns, shortages, etc. and the dispute management module as needed.
• Issues credits/debits to customers.
• Tracks shipments from warehouses as needed either proactively or reactively to respond to an inquiry.
• Handles manual allocation process on low inventory products.
• Conducts follow up calls to internal/external customers promptly.
• Supports unique requirements of various business units (i.e. repairs, recalls, replacements, etc.).
• Works in partnership with Sales & other cross functional departments to meet/exceed internal customers’ needs and expectations.
• Works as a team to respond to customer requests and to solve customer problems.
• Participates in any and all reasonable work activities as assigned by management.

Requirements

• High school diploma or equivalent (Associates/Bachelor’s degree preferred).
• 1-3 years of related work experience.
• Knowledge of healthcare, pharmaceutical, and/or medical device industries is strongly preferred.
• Demonstrated excellent customer service skills accompanied with effective communication skills (verbal and written).
• Solid organizational skills, attention to detail, and ability to multi-task in a fast-paced deadline driven environment.
• Intermediate skill set with Microsoft Office applications (Excel, Word, PowerPoint).
• Experience with ERPs (SAP preferred) and knowledge of other database concepts.
• Ability to research and resolve customer issues.
• Ability to consistently accomplish a large volume of work accurately.
• Excellent interpersonal skills and willingness to be a team player in varied capacities.
• Team player with ability to take direction from multiple individuals and interact effectively cross-functionally.
• Ability to work effectively with all employees and external business contacts while conveying a positive, service-oriented attitude.
• Ability to maintain complete confidentiality and discretion in business relationships and exercise sound business judgment.
• Ability to work and manage change within a dynamic, fast-paced environment.

Tech Stack

• SFDC

Benefits

• medical coverage
• dental coverage
• vision coverage
• life insurance
• disability
• 401K with company contribution
• wellness program