Administrator, Customer Service

ICU Medical•Highland, IN

10d•Onsite

About The Position

The Administrator, Customer Service responds to customer inquiries and complaints through real-time inbound and outbound voice communications, primarily supporting order taking and order tracking. The role researches questions when an answer is not immediately known and follows up with customers to provide solutions. It supports order processing, returns, order changes, shipment information, product availability questions, and related customer-care needs. The position works with ServiceCloud to create and manage incidents, tasks, and inquiries assigned to the team. It coordinates with shipping companies on order status and proof of delivery, expedites urgent requests, and follows through with customers to communicate delivery details. The role also cross-trains in other Supply Chain Solutions areas to support supply-chain functions. It operates in a professional office environment using standard office equipment and typically requires less than 5% travel.

Requirements

High school diploma required.
At least one year of customer service or call center experience.
Must be at least 18 years of age.
Basic Excel skills.
Computer skills and working knowledge of Microsoft Office.
Ability to develop creative solutions for internal and external customers 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 multitask.
Ability to work from 8:00 a.m. to 5:00 p.m. CST.
General knowledge of manufacturing, sales, and distribution processes.

Nice To Haves

College degree preferred.
ERP experience is a plus.
Customer service or call center experience in the medical or medical device industry is preferred.

Responsibilities

Provide solutions to callers; research unanswered questions and follow up.
Log customer data for return processing.
Answer and log customer phone calls.
Maintain a pleasant and positive phone voice and attitude.
Process customer orders and change requests.
Provide shipment, order, or invoice documentation upon request, including COA, COC, PL, and SOA documents.
Provide accurate sales representative information to customers upon request.
Create incidents, tasks, and inquiries in ServiceCloud where applicable, and respond to inquiry types assigned to the team.
Review orders for product availability.
Respond to customer calls about order changes, address changes, shipment preferences, product availability, shipping dates, and back-order resolution.
Coordinate with shipping companies regarding order status and proof of delivery.
Expedite urgent requests and follow through with customers to communicate product delivery details through to delivery.
Ensure phones are covered at all times during normal working hours.
Cross-train in other areas within Supply Chain Solutions to better support supply-chain functions.
Perform other miscellaneous duties or special projects as assigned.