Jobs

Description

Customer Service Rep II

Job Summary:

• Working in team environment under general supervision, provides sales order support to sales representatives, hospitals, clinics, and physicians. Processes customer orders submitted via multiple channels, including phone, fax, Electronic Data Interchange, and e-mail.
• Provides inventory support for products and services accurately, expeditiously, and under special circumstances.
• Support a continuous improvement environment for department processes including order processing and invoicing transactions, returns processing, backorder processing, credit requests, and new product launches. This position requires developing rapport with customers and field sales/clinical personnel via verbal and written communication.
• May be assigned to assist on projects within the Customer Service department.

Job Duties:

• Effectively communicates and interacts with internal and external customers to ensure priorities and exceptions are clearly understood. Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.
• Handles moderately complex issues and service complaints, resolves and/or facilitates resolution of problems including identifying root causes to prevent re-occurrence with guidance of Team Lead/Supervisor/Manager.
• Responsible for obtaining approvals, issuing, and tracking returns and ensuring the issuance of credits based on procedures.  Works with customers to expedite the return through to resolution.
• Follows up and resolves order discrepancies, credit holds, training requirements or product availability issues when appropriate with the guidance of team lead/Supervisor.
• Communicates to our customers on order status, expected release dates or requirements needed to fulfill order.
• Provides accurate entry and field support for clinical procedure calendar when required.
• Responds quickly to customer inquiries and requests, including medium difficulty technical questions.
• Keeps current on all products offered by company. Monitors, understands, and implements changes in regulatory requirements or CS processes.
• Provides timely feedback to Information Systems on any systems issues.  Escalates issues as appropriate.

General Qualifications:

• Demonstrated organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously.
• Demonstrated interpersonal & communication skills, including the ability to listen, resolve problems, handle unresolved issues, delays, and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers.
• Demonstrated keyboard and personal computer skills (experience with Microsoft Office including Excel, Word or equivalent applications required).
• SAP experience a plus.
• Ability to work in a highly matrixed and geographically diverse business environment.
• Ability to work within a team and as an individual contributor in a fast-paced, changing environment
• High school diploma or other specialized training/equivalent related experience.
• Minimum of two or more years of demonstrated experience in a customer service or closely related environment.