Customer Service Representative

Role Overview

• Acts as primary contact for order fulfillment, customer product inquiries, credits/debits, returns and satisfaction issues
• Responsible for processing phone, fax and email orders, manage order exceptions, perform order tracking and root cause diagnostics of service failures
• Investigate problems related to shipment of products, returns, credits and new orders
• Process credits, debits, and returns
• Build loyal relationships with customers by understanding and supporting their needs, following through with your commitments, and providing high quality customer service
• Close cooperation with the Sales team and Warehouse Operations to ensure smooth delivery of products to the customers
• Meet department KPI’s and metrics (order accuracy, on-time order placement, customer satisfaction score, etc.)
• Actively participate in the Medical Device Customer Experience program
• Performs specialty activities as outlined in the Performance Management Objectives
• Participate in ongoing product and business training

Requirements

• Minimum 1 year of customer facing experience
• High School Diploma or GED required
• Excellent customer service, communication (verbal & written) and problem resolution skills
• Demonstrated capability to establish rapport with customers while maintaining a commitment to customer satisfaction
• Ability to ask the right questions and lead conversations, including probing and listening
• Ability to interact effectively and build relationships with internal and external team members
• Strong organizational, prioritization and multi-tasking skills
• Excellent multi-tasking skills: listening, inputting data, probing, providing solutions, navigating through various screens while applying basic customer satisfaction techniques
• Strong interpersonal communication skills and capable of building good working relationships
• Self-motivated, team player and quick learner
• Comfortable working in a structured, fast paced and changing environment
• SAP experience is preferred
• SharePoint experience is a plus

Benefits

• 401(k) plan with company contributions
• Paid vacation
• Holiday and personal days
• Employee assistance program
• Health benefits including medical, prescription drug, dental and vision coverage