Customer Service Representative

  • Full-time

Company Description

Company Summary:

Our client is a commercial leader in regenerative medicine, focused in the areas of bio-active wound healing and soft tissue regeneration. They are growing quickly and looking to fill this vital role. Currently, they have approximately 300+ employees in the US and offer an amazing benefit package.

Job Description

Position Summary:

The Customer Service Representative will answer incoming inquiries from the Customer Service queue and to provide the highest level of customer service satisfaction possible. Cover reception desk as needed. Provide administrative support to the Reimbursement Support Center and effectively interface with sales specialists and customers.

Candidates MUST HAVE experience (2+ years) working in a call center

Hours will be 9:30 - 6:00 Monday through Friday

Essential Duties & Responsibilities:

  • Performs data entry of orders received from customers and/or the sales force by phone, fax or email into the company’s Microsoft AX system and processes other sales order transactions such as order confirmations, order changes, cancellations, RMAs, etc.
  • Sets up new customer accounts, shipping locations and researches customer information.
  • Responds to questions / requests from customers, the sales force and internal departments
  • Tracks shipped orders, notifies customers and sales reps of shipping exceptions, contacts freight carriers regarding shipment delays and follows up with all through final resolution
  • Charges credit cards against open invoices
  • Receives and responds to phone calls and emails
  • Processes product returns (familiarity with UPS Quantum View software beneficial)
  • Researches and analyzes customer history, order and return histories, and other relevant data
  • Creates spreadsheets and generates reports daily
  • Investigate problems related to shipment of product, credits and customer inquiries
  • Maintain and achieve department records


Qualifications

Job Requirements:

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Successful candidate must possess:

  • Bachelor’s degree preferred
  • Experience working in a manufacturing environment, especially in the medical device, Bio or Healthcare industries
  • 3-5 years Customer Service or relevant experience
  • Familiar with the sales order cycle
  • Knowledge of the shipping process and experience dealing with UPS and FedEx.
  • PC / Software proficiency.
  • Familiarity with MS Office and MS Excel is required.
  • Microsoft Dynamics AX knowledge a plus
  • Outstanding call handling skills
  • Excellent verbal and written communication skills
  • Attention to detail and follow through
  • Exceptional organizational and multi-tasking competence with the ability to perform effectively and accurately under stress
  • Superior problem resolution skills
  • Ability to work independently as well as part of a tightly knit team
  • Must be a flexible team member that works effectively with management, fellow team members and personnel of all departments
  • Must be dedicated to providing superior, high quality customer service to both customers and outside sales force

Additional Information

MUST BE LEGALLY AUTHORIZED TO WORK IN THE US FOR ANY EMPLOYER

Our client provides a comprehensive employee benefits package including Medical and Dental Insurance and company paid profit sharing plan.