22 Jan
Ohio,
Dublin
, 43017
Dublin
USA
Vacancy expired!
Customer Service Representative I5200 Upper Metro Place Suite 200, Dublin, OH 43017-5377 United States7 months plus Job No: 1858 Smith medical Qualifications:Secondary Education (High School) preferred. Healthcare industry. Has knowledge of commonly-used concepts, practices, and procedures within the customer service field including working knowledge of order processing systems, shipping, freight processes. Second language advantageous (OUS). Working knowledge of Microsoft packages. Knowledge of Oracle desirable. Education requirements can be obtained through an educational institution or gained through equivalent work experience. Ability to establish and maintain effective working relationships with co-workers, inside and outside the unit. Ability to work with integrity and build trust. Ability to clearly communicate with customers in a verbal and written format. Ability to identify and empathise with customer needs and requirements. Commitment to continuous improvement and to customer service excellence. Attention to detail. Accuracy of work. Organisational skills and ability to multi-task. Ability to work as part of a team. Calmness under pressure. Strong analytical and problem-solving ability and willingness to look for alternative solutions. Ability to work shifts as required. Ability to gain understanding of Company product portfolio in order to effectively support customers. Professional and courteous telephone manner. Driving Results. Influencing. Commercial Orientation. Leading People. Strategic Decision Making. Stakeholder Impact. Change Leadership. Responsibilities:Provides professional, pro-active support services in dealing with customers. Processes and manages customer orders, ensuring that queries and complaints are managed efficiently, effectively and within the Company’s agreed timeframes/service level commitment in order to achieve maximum Customer Satisfaction and to support the Sales Team to drive sales growth. Builds effective and pro-active relationships with customers and provides professional and effective services to customers to meet their expectations with regards to quality and timeliness in line with company standards, procedures and guidelines. Deals effectively with all customer calls and emails, investigating, logging and responding to queries, ensuring escalation as required to resolve them in a timely manner. Pro-actively contacts customers in order to provide order and delivery status updates. Manages and responds to customer communications in a professional and courteous manner, providing accurate pricing, delivery, and product information to customers. Communicates with internal departments (finance, IBP, Supply Chain, Logistics) in order to resolve customer queries. Speaks positively about the Company and its products and services to ensure that a professional company and brand image is provided at all times to customers and colleagues. Supports with delivery and achievement of global KPIs and metrics. Assists customers and internal requirements on queries relating to orders. Ensures that customer-related documentation is properly maintained and archived. Assures compliance of company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including, but not limited to FDA or other regulatory body, Quality Systems Regulations, ISO, government, occupational health and environmental regulations and statutes. This is carried out independently, and also through guidance of manager. This individual should engage others, participate in Environmental, Health and Safety initiatives and focus on continuous improvement. This position is required to assure compliance of Company operations to all applicable laws, regulations and standards, good business practices and company documented procedures (including knowledge of all standards, government occupational health and environmental regulations and statutes related to the site). Engage others, promote, and participate in Environmental, Health, and Safety initiatives, focusing on continuous improvement. Works under supervision. Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job tasks do not typically require exercising independent judgment and job-holder can plan own work load when required. Performs routine tasks to assist customers. This position may have access to confidential information. Failure to provide effective customer service could affect the company reputation and could result in reduced customer loyalty, a reduction in customer orders as well as considerable expense caused by corrective measures to rectify errors.
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