Senior Customer Service Representative

Responsibilities

• Use of case management system to manage customer contacts and order detail with razor sharp accuracy.
• Proactively track, resolve, and escalate order or cases in alignment with service excellence standards.
• Place and monitor orders via phone, fax, and email for hospital and sales rep customers.
• Orders translate to new orders, Returns, Billing, Inventory adjustments, reconciliations, and FCAs/Recalls.
• Own it! Proactively communicate backorders, order status, product availability, and missed deliverables.
• Resolve complex issues via root cause analysis investigation, proposal of resolution, and resolution implementation with limited intervention.
• Prioritize high work volumes from phones, email, case management, and faxes
• Become a SME (Subject Matter Experts) who can coach and train others.
• Systematically process and transact consignment conversions & reconciliations
• Perform basic data analysis and generate reports for Sales, Customers, and Consignment Team.
• Process customer returns and coordinate with Inventory Teams to ensure product is received.
• Complete customer credits following documentation guidelines under SOX key controls.
• Communicate regularly with Supply Chain Planning for inventory availability
• Perform at a level to meet and sustain department metrics and expectations.

• H.S. Diploma is required
• Minimum of 4 years Customer Service Experience.
• Excellent written and verbal communication, interpersonal and relationship building skills with focus on negotiating and persuasion.
• Ability to work in a demanding environment.
• Excellent Customer Service skills with ability to negotiate and resolve demanding situations.
• Ability to build and maintain strong relationships across the organization to influence and achieve objectives.
• Strong Time Management Skills with ability to prioritize competing objectives.
• Must be able to work in a team environment with minimum supervision, this includes inter-departmental and cross-departmental business partners.
• Demonstrates problem-solving and critical thinking skills.
• Proficient in MS Office Suite.
• Experience with in an ERP software.
• Ability to manage confidential information with discretion.
• Strict attention to detail.

• Bachelor’s degree is preferred (BA/BS degree is necessary to promote within the company).
• Salesforce experience or CRM experience.
• Proficient in JDE (ERP Software).