Team Member, Customer Service
Who We Want -
- Dedicated achievers. People who thrive in a fast-paced environment and will stop at nothing to ensure a project is complete and meets regulations and expectations.
- Customer-oriented achievers. Representatives with an unparalleled work ethic and customer-focused attitude who bring value to their partnerships.
- Teammates. Partners who listen to ideas, share thoughts and work together to move the business forward.
What You Will do -
- Provide phone support for inquiries from sales and healthcare professionals.
- Engage, interact, and respond in a prompt, accurate, courteous and poised manner to encourage positive business relationships
- Process all work in accordance with relevant working practices and standard operating procedures.
- Provide feedback and suggestions to improve service levels, internal processes and customer support methodology
- Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment.
- Provide support beyond standard hours as needed if call volume and/or workload require additional time.
- Build relationships with internal and external customers to drive exceptional customer service
- Maintain constant focus on improving Open ARO's
- Support Sales Department by providing answers to questions generated by telephone, e-mails and fax. Researches responses with sales.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Determine charges for product requests / usage, collaborate with Accounts Receivable on invoice disputes / discrepancies, take appropriate action required to resolve dispute.
- Prepare product or service reports by collecting and analyzing customer information.
- Maintain customer pricing in systems of record, including entering contracts as required.
- Implement and support Quality initiatives throughout Customer Service workflow
- Implement procedures to maintain accurate inventory records in the ERP system through proper billing and replenishment processes.
What You Need
- 2+ years of customer or account management experience preferred
- High School Diploma or equivalent required
Additionally, you will need
- Clear and concise communication skills
- Passion for best-in-class customer service and ability to make customers promoters of our products and services
- Demonstrated knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Demonstrated computer skills (e.g. ERP systems, Customer Relationship Management (CRM) system, Excel and Word.)
- Demonstrated phone skills; ability to maintain composure in stressful situations
- Demonstrated interpersonal skills with ability to successfully communicate verbally and writing
- Demonstrated accuracy in data entry and report generation
- Must have the ability to work flexible hours, as needed to support the business needs.
- Prefer demonstrated knowledge of the medical implant industry and hospital customer base
Über die Firma