Customer Service/Customer Care Representative

MillenniumSoft Inc is a company focused on client services, and they are seeking a Customer Service/Customer Care Representative. The role involves providing exceptional customer care, managing orders, and resolving customer issues to meet business objectives.

Responsibilities:

• 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 in ERP system
• 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
• 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
• 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
• 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
• 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
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities

Requirements:

• 2+ years business related experience in a customer contact center
• Experience managing supplies and equipment
• Proficiency in Microsoft Office
• Experience with contact center software / phone systems
• Customer Focus
• Customer Service
• Data Entry Skills
• Listening
• Phone Skills
• Verbal Communication
• Written Communication
• Critical Thinking Skills
• Relationship Building
• People Skills
• Interpersonal Savvy (Team Orientation)
• Problem Solving
• Skilled in the use of computers
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner
• Excellent organizational skills; attention to detail
• Positive Service Attitude
• High School Diploma or GED required
• Must be able to work shifts ranging from 7:00am – 700pm EST/EDT
• Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate
• Due to Covid-19 conditions, all Associates will be working remotely and must have a designated workspace conducive to productivity with minimal noise and distractions
• Must have a high-speed internet connection for minimal work interruption
• English – proven oral and written communication
• Ability to solve basic math equations
• Ability to draw logical conclusions, proven analytical ability
• Ability to formulate decisions to new and rapidly developing challenges
• Problem solving / application of judgement in dealing with customers
• Ability to learn quickly
• This individual will work in a home or office environment with moderate noise
• While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment
• The employee frequently is required to talk and hear
• The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time
• This individual will work in an office environment with moderate noise
• Infrequent lifting of over 25 lbs. will be required
• 1+ year(s) experience working in an ERP (SAP and or JDE)
• Experience in a medical device or health care company
• Associate's /Bachelor's Degree Preferred