Customer Care Representative I

Terumo•Franklin Township, NJ

1d•$42,000 - $56,000•Onsite

About The Position

Customer Care Representative I (CCRI) strives to provide the absolute best customer experience. Responsible for order entry and managing all customer requests pertaining to product orders, returns, or general inquiries with a focus on customer satisfaction. CCRI works in a fast-paced team environment to support Terumo’s Interventional Systems, Medical Products, and Global Pharmaceutical Solutions businesses. Working in a high-volume call center, CCRI must be willing to collaborate with other call center professionals to help improve the customer experience. The Customer Service Team has a proven track record for upward movement for high-performing individuals.

Requirements

Exceptional customer service and listening skills.
Excellent interpersonal, written and verbal communication skills.
Good organizational skills and the ability to work effectively as part of a team in a busy customer driven environment.
Attention to detail.
Must be proficient in Microsoft Excel, Word, PowerPoint, and Outlook
Associates Degree required, with a minimum of 1 year of experience in a customer facing or service environment; or equivalent combination of experience, education and training.

Nice To Haves

Strong analytical abilities to research, extract, summarize, and communicate complex or diverse information preferred.
Bachelor’s Degree preferred.

Responsibilities

Manage sales orders received by phone, fax, email and electronic data interchange (EDI).
Take customer calls and provide accurate, satisfactory answers to their queries and concerns
Partner with the field, inside sales teams, and warehouse to meet and exceed all service expectations.
Recognize a customer complaint and forwards to the appropriate personnel based on TMC’s Quality Policies and Procedures.
Address and resolve customer’s service inquiries or issues by identifying the issue; and address or escalate to ensure resolution.
Complete the field based inventory order processing.
Verify customer pricing and process special instructions for handling.
Process Return Merchandise Authorizations (RMA) in a timely manner to ensure customer satisfaction.
Research and review warehouse shipping discrepancies with customers/sales and advise steps that will be taken to resolve problem.
Work with the Accounts Receivable Team for timely resolution of order discrepancies.
Release standing orders in accordance with pre-determined shipping dates.
Gain product knowledge by utilizing the Knowledge Tree application.
Perform other job-related duties as assigned.