Customer Service Representative Must Have 2 Yrs Call Center Exp - Urgent Need
Customer Service Representative Must Have 2 Yrs Call Center Exp - Urgent Need
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1 Vacancy
Job Description
Position : Customer Service Representative (Must Have 2 Yrs. Call Center Exp) Urgent Need
Location : San Antonio TX
Duration : 12 Months Contract
Total Hours/week :40.00
1st shift
Note:
Work schedule Monday Friday. Hours of operation: vary 7am to 6pm
6 weeks of new hire training. Training schedule: Monday Friday 7:30 AM to 4:30 PM or 8am to 5pm.
1. Summary Main Purpose of the Position
Summarize in one or two sentences on why the positions exists and what the position is designed to accomplish. Provide exceptional levels of customer service that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques.
Responsible for meeting business objectives and targets as defined for this position.
2. Primary Responsibilities and Duties
Describe the primary responsibilities and duties in order of importance.
Item of Time (estimated) Responsibilities: Responsibilities are groupings of tasks/duties not a list of individual tasks. Generally each position has 4 to 6 responsibilities.
25 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 into system.
15 Process requests for credit rebill and returns as needed.
Work with Supply Chain to support ontime delivery and other company KPIs. Meet or exceed established order accuracy and turnaround standards.
15 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.
15 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.
10 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.
10 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.
10 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.
May perform other duties as required
Impact on Business Results
Degree of Accountability: Include examples. Erroneous decisions will have a longterm effect on the companys success
Financial Impact: Include examples. If applicable what are the budget responsibilities
If applicable what is the impact on cost
(Add additional rows as needed)
Skills:
Strong computer skills
Strong team orientation.
KSA Requirements (Knowledge Skills and Abilities) KSA Requirements (indicate the minimum) Knowledge
Working knowledge of Word and Excel.
Proven analytical ability.
Excellent interpersonal skills and service orientation.
Excellent oral and written communication skills.
Ability to multitask
Continuous and versatile learner
Education/Degree:
High School diploma or GED
Certifications (if applicable)
Experience (in years)
Must submit with 2 years experience in Call Centers
Preferred SAP experience or data base experience
For people management position indicate years of experience (e.g. # years leadership experience in planning developing organizing directing managing and evaluating personnel)
Other: Identify the minimal level of other competencies required for the position. Preferred:
Working knowledge of Word and Excel
Proven analytical ability
2 years of businessrelated experience in a customer contact center
Within the Healthcare or Medical Device industries
1year experience with SAP
Required Experience:
Unclear Seniority
Employment Type
Full Time
