Administrator, Customer Service

ICU Medical•Highland, IN

2d•Onsite

About The Position

Responsible for responding to customer inquiries and complaints. Answers and initiates a variety of real-time inbound and outbound voice-based communications to support customer care- primarily order taking & order tracking.

Requirements

Basic excel skills
Be able to come up with creative solutions for customers internal and external with little to no help from a supervisor
Ability to communicate clearly and effectively- in a positive manner
Ability to manage tasks in a high pressure environment
Ability to multi-task
Ability to work hours from 9:30am-6pm CST
General knowledge of the manufacturing, sales and distribution processes
High School diploma required; college degree preferred
ERP experience a plus, computer skills required, working knowledge of MS Office
Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry
Must be 18 years of age

Responsibilities

Provide a solution for all callers- if answer is not known- will need to research and follow up
Log customer data for return processing
Answer and log customer phone calls
Maintain pleasant & positive phone voice and attitude
Process customer orders
Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA etc)
Process change requests
Provide accurate sales rep information to customers upon request
Create incidents, tasks, and inquires within ServiceCloud where applicable and respond to those inquiry types assigned to the team.
Review orders for product availability
Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions availability, shipping dates and back order resolution
Coordinate with the shipping companies regarding order status and P.O.D’s
Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
Ensure phones are covered at all times during normal working hours
Cross train in other areas within Supply Chain Solutions in order to better support the functions of the supply chain.
Other miscellaneous duties or special projects as assigned