Customer Service Representative
Customer Service Representative
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Salary Not Disclosed
1 Vacancy
Job Description
Primary Function of the Position
Efficiently handle customer inquiries such as purchase orders quotations part requests and complaints about lost or damaged goods product returns or exchanges.
Professionally answer incoming calls and emails understand the customers needs and their environment to improve satisfaction at sales and service support levels.
Accurately and timely process orders and requests in SAP ERP CRM and Salesforce databases.
Work closely with other crossfunctional teams such as Field Service Technical Support Service Business Capital Sales Clinical Sales Finance SCM RAQA Contracts and endcustomers to accomplish company objectives.
Understand processes and make recommendations to improve overall team efficiency.
Essential Job Duties
- Serve as the first point for customer escalations. Practicing sound judgment and discretion related to customer solutions.
- Provide outstanding customer support including phone and email requests from customers.
- Customer service capabilities reach a higher level with their involvement in resolving intricate issues and building lasting customer relationships.
- Enter External/ Internal I&A sales orders into SAP with an understanding each customers PO type and processes and verifying terms and conditions of purchase orders are processed accordingly.
- Arrange delivery schedule with 3PL and make customer documents.
- Receive and log customers complaints timely and accurately related to Defective RMA /Recall/ Excess/AEX also track the RMAs are well received in ISI.
- Responsible for supporting all order issue resolutions SOX Compliance reporting supporting crossfunctional projects for NPI and logistics projects.
- Effectively follow up on and resolve sales order or service request issues.
- Daily monitor open sales orders and maintain RMA spreadsheet to share with postmarket and advance exchange programs.
- TAX Invoicing/crediting.
- Coordinate system deliveries and installations.
- Create and maintain customer data within SAP and CRM; ensure that contact information is kept up to date.
- Knowledgeable on ISI policies processes and procedures as well as subject matter expert on products and pricing.
- Applies company policies and procedures to resolve nontechnical customer inquiries and maintains Regulatory and Financial Compliance with all transactions and documentation.
- Provide ad hoc reporting as needed.
- Projects as assigned and general administrative functions.
- Use best practices and ensure continuous process improvement.
- Assist managers in Customer Experience & Services with various administrative tasks.
- Provide training to customers and visit customer sites as required.
- Update processes and test new processes as requested by management.
- Quote and support for product coding through customers procurement websites or manually.
- Maintain the training schedule by supporting the customer training team through SFDC.
- The Customer Service Representative may be asked to perform other functionrelated activities in addition to the responsibilities mentioned above as reasonably required by business needs.
Qualifications :
Required Skills and Experience
- Highly customer and servicefocused
- Under 3 years of professional experience in a similar position ideally within a medical device company
- Strong communication skills both verbal and written
- Troubleshooting and problemsolving skills
- Detailoriented
- Time management abilities
- Interpersonal skills
- Possess a solid telephone skill set and communicate in a professional manner.
- Strong knowledge of the MS Office product suite ERP (preferably SAP)
- Fluent in English communication skills (verbal and written) is preferred
Additional Information :
Intuitive . .
.
Intuitive . .
.
Remote Work :
No
Employment Type :
Contract
Employment Type
Contract
